dropped the ball

re-keying locks on a new house Jason at Spadina Security sounded professional, knowledgeable and friendly over the phone. Unfortunately the locksmith he sent out (on a week's notice) failed to show up. He left a message on my landline (and didn't call the 2 cel phone numbers I provided) two hours after the appointed time asking me to call "if I still needed the work done." I was really frustrated, as I'd called the day before to confirm the appointment. Jason returned my call and apologised profusely, which was much appreciated (and therefore the reason I gave them the score I did), but I didn't have the time to give them a chance to put things right.