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  • Initially, the service was fine; until my son had to drive home in the pouring rain with no windshield wipers. We made an appointment for the wipers to be looked at for Tuesday, September 5, 2017 between 12:30-3:30 PM. When we scheduled the appointment, we made sure that the time was set because no one would be home until at least 12:20. However, we received an "en route" message at 11:33. We called to confirm that the technician would not be there in the seven minutes we were told and that our 12:30 appointment was still correct. At that point, the arrival time was confirmed for 12:35. I called Safelite again to make sure that the technician would be able to wait at least ten minutes and was assured, several times, that he could. At 12:11, I received a phone call from the technician saying that he had arrived at the house, I politely asked and made sure he could wait ten minutes for my son to arrive home; he said he could. I called my son and he was on his way home. About eight minutes later, I got a phone call from my son saying that the technician was no longer there. My son called the technician and he told my son that he would be back between 2:00-5:00 PM "if he even bothered to come back." I called Safelite again to try and resolve the issue. The technician put into the system that he had arrived my home at 12:35 and no one was there. However, I have phone log proof that he arrived at 12:11. I explained what had happened and I was put on hold. I waited a few minutes and I was informed that the man I was speaking with got ahold of the technician's supervisor. I was then told that the technician had already been booked for an appointment at 12:30 that would last until 2:00 PM. This was confusing to me for a couple of reasons. The first being that he expected the repair on my son's truck to only take ten minutes at most and the second was that he was consciously double booked.
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