Air Rite Heating & Air Conditioning

I first used this company last year when my heater wouldn’t click on. The owner, personally came out to fix our heater the same day. He was professional, proficient and very kind. With a minimal/​appropriate cost when the job was completed. My first experience would more than qualify to be 5 STARS!
However, this year when my heater needed service, we called to make an appointment and made it for the following day between 9am and 11am. I took the next morning off of work and waited… and waited… finally at 11:30, I called to make sure I was still on there schedule. I was told (with no apologize) they just left and were now on there way over. After they arrived and 30 mins later, the two workers knocked on my door to inform me of the problem. It needed a new part in the amount of $ 450.00!!! Ouch!!! I was told they didn’t have the part in stock, but could come back tomorrow morning between 9 – 11 to install it. Again, I took the next morning off, and waited. and waited… and yep… more waiting!!! At noon, I called. I was told they had a busy morning and someone would be to my house shortly. (still no apology for lateness) I had to call into work, rescheduling my clients for the rest of the day.
No one arrived to my house until 3:55pm!!! No one called to let me know that they would be that late! What a waste of a day. I understand being busy, I can even understand cost, shipping, parts and labor. I don’t understand the lack of customer service. A phone call would have been nice.
3 STARS are for the technical employees for getting the part installed in the rain in 15mins.