I called for tune-up for a roof top A/C unit. The ...

I called for tune-up for a roof top A/C unit. The tech shows up and all looks good by this point. The company sent an extension ladder to have the tech climb to the roof top. This was not the appropriate extension ladder which would support his weight then he also he discovered the ladder was cracked. He called in to send a lighter tech or get a good extension ladder. At this point I was told that the service call was cancelled by the supervisor because the "roof did not have access". I gave the information up front and I specified the type of roof and the height. I was troubled by the end result.