I made an appointment with the director of marketing at Spring Arbor, weeks in advance, for my sister and I to tour on behalf of our mother. She sent me a packet of info and a nice note. But, there was a disconnect. After traveling three hours for the tour, she had evidently decided to help move furniture and plants with some other workers, and we felt she blew us off, with no explanation. We were given a tour by the receptionist, instead, who was very nice and had general knowledge of the facility, but, could not answer our specific questions. A few days later, the marketing director left a voicemail, wanting our business. Again, a disconnect. She was willing to talk on the phone, but, she didn't keep her commitment for our appointment. Emailing the executive director brought a reply that supported her staff and an explanation that things come up from time to time. It was obvious the marketing director had planned to help move furniture with a few coworkers that day, as she had donned shorts. A simple phone call to reschedule would have been appreciated, or an offer to meet with her in her office with questions after the tour. Or, even a simple explanation for the change of plans. Instead, we were left trying to connect the dots. We had already narrowed our search down to two facilities. We decided we wanted our mother where commitments are followed through in a professional manner. Spring Arbor had been in the running, but, lost our business.