I have never cancelled an appointment last minute. I just recently had to, because I had a issue at work and couldn't make it. I don't appreciate someone telling me, "oh this is not so good, you just cancelled a two hour block last minute." The issue at work came up in the evening after your office closed so I called the earliest I could the next day. Unfortunately it also happens to be the day of my appointment. I don't need you to openly make a big fuss about it when I apologized and said it was out of my control. I'll pay your cancellation fee, I don't care, but I really don't need to hear all the fuss over the phone. I have been a client for less than a year, but have been seen at your office a handful of times and still have a few more to finish the rest of my teeth. Sorry, you really turned me off when talking to you.