We have been customers of AMIRA since 1986; they e...

We have been customers of AMIRA since 1986; they eventually became Service America after being bought out. They never take an emergency seriously, or at least what we consider an emergency. Their internal communication is non-existent -- today I have received four calls on a problem that has left us with no hot water for a week. The initial serviceman diagnosed the problem with our gas waterheater as a part failure -- they had installed the new waterheater in April of 2011. They apparently have no repair parts available locally and had to order a replacement from the mfg. They initially scheduled installation of the new part on Tuesday of this week and reconfirmed the appointment Monday morning of this week -- after 4:00 PM the same day they called again to say the part had not arrived from the mfg. and they were cancelling the Tuesday appointment and would reschedule when the part was received. Today, the first call was to inform me that the part had been received and they could install it Thursday or Friday -- due to other commitments, we asked that it be installed on Thursday (cold showers are for teenagers, not seniors like us).
Not ten minutes later, another call told us that a "Service Manager" had located a part which "might work" and could install it this afternoon -- we don't need to be used as 'guinea pigs' since a wrong part could further damage the waterheater, so we told them that we would wait. Less than 5 minutes later, another "Customer Service" representative called to verify 'our Friday appointment' -- which I firmly replied that we had scheduled a Thursday appointment due to a doctor's appointment.