I had the main line from the water meter burst underneath the sidewalk. I called at 2 pm on a Friday, and the job was going to take hours just to dig down and under to find the leak, let alone determine if the line could be spliced or the fitting replaced. I could shut-off the leak (and all water flow into my house), and as this was the end of the business day going into a weekend, they could only commit to a Monday repair or they would have to refer me to an after-hours emergency service. I accepted the Monday appointment and resigned myself to a weekend with intermittent water. With a full house, that did not last long, and I ended up digging the thing out and had someone splice the line. I then had to fill it back in, and when I got done I had forgotten about the Monday appointment. On Monday, it should have been no surprise that Drew's Plumbing showed up at my door. I was exasperated that I had failed to call to cancel the apppointment, and yet the plumber refused to take a service call fee. That is customer service, and they graciously accepted my sincere apology for wasting the driver's time and resources.