SES in Toronto

Laird & Sons continually forget that we have an ongoing contact with them. Further, today we've spent a vacation morning waiting for their technician to arrive (expected window 8-12:00). Called at 11:45 to ask where he was - they have him booked for noon to 5:00. When I booked this appt 2 weeks ago, we had had a clear conversation- I repeated back the booking for their receptionist. Highly unprofessional, in my opinion.