Robin in Barrie

we have just signed up for our protection plan not long ago and have waited more than a month to get our furnace to be serviced a couple of days ago but instead no one turned up. our appointment was between 1-5pm and an assigned engineer called on route and said she would be here in 5-10 mins. I said great and asked if she would mind wearing a mask when arrived as we both are on the higher risk group and reliance web site clearly stated that they take covid seriously and that the safety and health of their customers are their priority. But instead she replied and sounded offended and asked me why . when i said it was just for precautionary purposes and that we are on the higher risk. She then told me that she had some kind of cold or flu and asked if we wanted to go ahead. To that, we hesitated and then she asked if we would like an alternative engineer to come round. We asked if that was on the same day and she said yes. we asked again " today?" she said yes and that someone would call before arriving. So we said" ok, thanks and sorry about that" We waited and waited and no one called. So we called Reliance Barrie to check what was going on. To our surprised and disappointment, we were told that the previous engineer was merely being turned away but did not mentioned anything about her being unwell and a mask was required and that she would have an alternative engineer for us on the same day. We were not told the truth all along and we are very upset, annoyed and disappointed. When asked if we could have an appointment ASAP as it is for fall and winter furnace maintenance. The next earliest available appointment date given to us was Feb 13 which another 2 months away after waiting for more than a month. This just makes us wonder what is the point of signing up for our maintenance and protection plan. So we asked to speak to a supervisor and we were told that the supervisor, Zuvera, was not available but she would call within the next hour. Next 2 hours had gone and we still have no call. Today , we received a voicemail while out at doctor office. The message merely said that the previous engineer was unable to wear a mask as requested and we would have the next earliest appointment date possible which is still Feb 13. She did not mention that the previous engineer was unwell, having a cold or flu. What was these all about just to brush us off like we are nobody. WE are very very upset and disappointed. We need an honest answer.