I phoned up for my disabled and housebound friend to order a plumber to deal with his one and only toilet which was leaking. I saw the advert that says response 1-3 hours, I thought ideal. I spoke with the guy at the end of the phone and he asked to be put over to the bill payer once I agreed with the price. My friend passed over his card details. After the phone was put down my friend told me the plumbers were coming tomorrow morning which was not what I saw on the advert so I phoned up again and spoke with a woman who said they could come tonight and they would ring me one way or the other. There was no nastiness or anything. The original guy phoned me back up and said there was some confusion and he told my friend the plumbers were coming tomorrow so why was I phoning up to change it? I replied nicely that I thought the advert said there would be a response between 1-3 hours? I asked, "Was that right?" His tone changed to an aggressive one and said "I even told you they would be there tomorrow, not today" which he did not, else I would not have agreed to it. He went on "if you are going to go down the road of what's in the advert..." I replied, "I was just checking I read it correctly." Again, he replied "if you're going to go down the route of what's on the advert, I'm cancelling the plumber altogether, I don't like your attitude." I remained very calm, and asked nicely for his name, he refused to give it asking me why I would want it, I replied "It was standard customer relationship practice to do so." I urge the HR and Customer Services managers of this company to listen to our conversation and judge for yourselves. This point of contact between customer (As all card details were already handed over) and this customer service phone man was appalling. His last call to me was at 16.01 on 19/05/17, lasting 1 minute 29 seconds, to my number ending in 366.