Excel Heating & Air Conditioning

I came home Monday afternoon to a cold house (16 degrees) but because it was after 5 pm I decided to wait until morning to call Excel. They had installed our air handler system a few years ago. The technician came out promptly at noon that day and he determined that the problem was with the circulation pump. He left at around 1 pm saying he was going to pick up the part and would return that afternoon. I stayed in the house, which at this point was getting colder, all afternoon waiting for him. At 4:40 I had a call from their office saying the part had to be ordered and it would take 3 to 5 business days. I then went online and discovered that there was a Canadian distributor and sales office for the part within a 1/2 hour drive and that they had the part in stock. The next morning I called Excel to ask why they couldn't get the part sooner through their supplier especially as it was an emergency. The sales office for the part said that in cases of emergency they would sell directly to Excel rather than through Excel's supplier. Excel simply said it was not that easy and made no effort to facilitate this on their own without our insistence. After 3 days of no heat they finally agreed to get the part. The technician arrived at approx. 1 pm on the 3rd day, discovered he had the wrong part and said he would go off and get the right part and return by 4 pm. When he did not appear we call the after hours emergency number and asked for him to be paged. He was not responding. At approx. 6:30 that evening he finally appeared with the correct part and had it installed. Thankfully, we had heat. We felt frustrated with Excel that they didn't treat this as a priority and that they failed to communicate with us. If we hadn't of pushed we would still be without heat. We had contacted the Excel's owner on the 2nd day asking for his help to facilitate this and the only response we got from him was that due to the weather he was not able to get into the office. We don't understand why he couldn't simply contact his office and sort things out. We are very disappointed with Excel and do not feel we were treated in the manner that the situation warranted.