We had Pyramid out for an estimate on a new furnac...

We had Pyramid out for an estimate on a new furnace and central AC. We were impressed with how thorough they were and informative about our system. They said they would send us an estimate the next day. Hours after they left, the AC unit stopped working (by the way it was 92 degrees outside). We have had no problems in the 9 years we ve lived here. We contacted them that night and they said they would work something out with us in the morning. The next morning (Friday) they told us they can t come out till Monday leaving us without AC for over 3 days in very warm weather. They said it will be $109 for them to come out but if we buy a whole new system they will deduct it from our final bill.
I called back very frustrated to say this was unacceptable, the system broke on their watch. They told me it was just a coincidence and I said that was hard to believe and they probably touched something that was about to break and put it over the edge. They said they didn t touch anything and was I calling them a liar! I was being a difficult customer but this seems like bad customer relations to say this and to call me completely unreasonable.
They finally said we want to make this better. I ll bend over backwards to get someone out today. No one came out after that, no one called to say when they could come out. The sales manager called to say she s concerned that I would think someone sabotaged the system. I never said that and don t believe it. But how Pyrimid handled the situation was horrible. I would never use them and you should think twice before using them.
For the record, I would have been happy with them saying that they are sorry they can t come out till Monday but let me waive the $109 for the inconvenience OR we ll be out today but unless we find that we somehow caused the issue we will have to charge you $109. This could have been an opportunity to show excellent customer service and making the ~$10K sale on a whole new system. Instead they get this review.