SHOCKING, NON EXISTENT CUSTOMER SERVICE

I contacted Heat King to ask them to help me with an indoor fireplace that is not working properly. They send me a quote for R1750 that includes a "service". I speak to the consultant and ask them if they can also quote me on a repair of the top part of the fireplace. That was not in the quote (even after I was requested to sent them photos). I followed up asking them when they will come through. They take a few days to respond and then gives me a date. We agree on a date - and they dont arrive. I then ask them why did they not come through - and get told that I had to PAY them the quote before they will come to site. Why must I pay for a service upfront? They dont even know if a "fireplace service" is required yet. They have not quoted me on repair of the top part, not the issue I have with the regulator. I tell them that I wont pay them upfront - they will do the work and THEN I will pay them. I then get told - oh we only have time available in a weeks' time. What nonsense is this? Clearly this company does not need work, or customers. They dont provide a proper quote, nor a proper feedback (customer service) and dictate what I should and should not do and when THEY are available. Where is the customer service in that?