I had a 10AM-12PM window for a quote on new units....

I had a 10AM-12PM window for a quote on new units. Received a call a little after 10 saying they were running behind and should be here after 12PM because they had customers w/o A/C. I'm okay with that but the next call came after 3PM telling me someone would be here in about 30 minutes. When the guy showed up a little after 4PM & he's not a technician I'm just wondering why it took so long. He was very knowledgeable & professional but mentioned he doesn't know where is going next because he handles one call at a time. So why was I lied to by the receptionist?