H GG review about company My Favorite Plumber

Gemma from scheduling/front desk was very unreliable and unprofessional. My appointment was canceled due to an emergency on their part. I was the one that had to call to reschedule. Gemma never called me back. I called the next day and she said the only time they could give me was for Friday but I was not available. I asked if Monday was okay but she told me that they have a tight schedule and she would have to check with the workers and get back to me. Five days later, no follow up until today. She called and told me that she was calling to confirm our appointment for today. There was no appointment ever made since she never called me back. I told her I already found another plumber.She told me that she was waiting to hear from me. Really? Waiting for what? I already told her I was available on Monday. She was the one that said she would call back. Instead of apologizing and saying sorry for the miscommunication. She responded and said something like " well, regardless..what did you want to do". I felt like she had no concern for the customers. She needs to learn how to deal with customers with courtesy and respect and not be defensive. She is lacking customer service skills. All she needed to say was a simple and sincere apology for the miscommunication and provide service recovery and try to make it right. We all make mistakes and I would totally understand if she forgot to follow up but don't turn things around and make me look like I was the one at fault. You need someone that works for scheduling that has good communication skills and knows how to treat your customers right! I NEVER write reviews but I am appalled on how she handled our conversation today..totally unacceptable!!