Excel appliance service

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We were referredt o Dennis of Excell Appliance through our home warranty company. Our ice and water dispenser on our fridge had stopped working. He came out for an initial assessment of what was wrong, determined that both the main control board and the ice dispenser mechanism were broken. The control board was covered under our home warranty policy but the ice dispenser was not. He said we would just have to pay for hte ice dispenser part plus our $100 deductible as per our warranty. He wouldn't charge us for installing the Ice Dispenser part since he would already be installingthe control board adn that installation was covered by the warranty, which we thought was very nice. Our appointment slot was scheduled for 10-12 am on 12/10/12. My husband had said he showed up right at the beginning of the time window for the assessement appointment so when he hadn't showed up by 10:30 am for the install he called just to confirm. Dennis said he had moved our window to 12 - 2 pm instead, but he had never contacted us to tell us this. So at that point I only have 1 1/2 hours to things on my day off befroe my next "window" starts. Then he doesn't even show up between 12 - 2. My husband called him again at 1:45 pm to see where he was and he said he would be there by 2:15 pm. he didn't show up until 2:45 pm. He fixed everything and the ice machine and water dispenser are both working now. I had to leave the house at 3:30 pm and I told him this so he hurried up and put everything back and left right before me. I gave him my credit card information trusting he would charge me what he had told my husband he would. Then we see the charge on our credit card is highter then he stated. My husband requested he fax him a copy of the receiptand he had put he was at our house from 2:30 - 3:45, so he charged us for the extra install time. My husband told him that the time he charged us for wasn't consistent with the actual time he was there but he said he wouldn't do a refund and that what he charged was fair. I was already incredibly angry that he made me sit around the entire day waiting for him but then for him to overcharge on top of that was just completely uncalled for. This is definitely not good customer service. He seemed like a friendly guy. I just wish he had respected my time better and not overstated the time he was there to get extra money from us. Even if he thought the time he said he was there was correct, wouldn't the good customer service thing to do be to eat that extra 1/2 hour of installation pay in order to salvage the relationship hurt by his incredible tardiness and hopefully get a return customer? One other thing to note is we could have purchased the Ice Dispenser part ourselves for $90 but he charged us $120. So no matter who you use to get something like this fixed you may want to buy the part yourself and avoid a mark up cost. We didn't think about this till it was too late.

broken cooktop, which was diagnosed