Generally good product and service, however, about 35mins prior to the agreed appointment time I was phoned to inform me that the instalation would not be going ahead because the fitter had personal problems. I had taken time off for this appointment and had spent time organising and moving things around in the garages on the day. On the paperwork there are various warnings that if there are any customer related problems for the fitters on the day, the customer could / would be charged and another appointment would have to be made. Evidently this does not apply if the customer is let down for some reason! I was told "thank you for your understanding" on the phone. I didn't really have any choice! I run my own company and I know from personal experience and financial expense, that if I let a customer down at short notice for any reason, I make sure that the customer is, at the very least, reimbursed for their lost time as an absolute minimum. I know that things can happen at short notice which upsets plans, but there does appear to be one standard of expectation for the company and another for the customer! I wonder what would have happened if I had phoned the company 35mins prior to their agreed arrival time, with the fitters all loaded up and on their way, to cancel the appointment? I expect that, in line with their terms and conditions, I would have been charged for their time and inconvenience.