I set up an appointment on-line through their website for an in-home quote. I had the ability to set up the time and day that I wanted them to come out to the house.
It stated this is not your appointment time until you have been contacted to confrim. Soon after I received confirmation for the date and time via e-mail. It is like most service companies, a 2-4 hour threshold.
I took of work to be home the time that they said they would be there and they never showed up. I never received a phone call or a follow up email as to why they did not show.