Sir , we could barely reach you before we booked you let alone try and call you on the day of service. However the fact remains that your men were slow. We were in a bind.
In any case a simple…
“I’m sorry you did not have a pleasant experience with our company. We are committed to providing a wonderful experience for everyone. We will look into this issue and make changes as necessary. We hope you will try us again in the future.”
See how easy that was. If a customer has an unpleasant experience, as a business owner is not necessary to address everything the “customer ” did or didn’t do. Say Sorry and move on.
Best of luck