Maha in London

We purchased new furnace &AC for our home& my cousin purchased an AC for his. Our agreement included a $100 referral check for each house. Equipment was installed Oct 09, and was well done, my cousin received his check but we never did. It took us till Feb 2010 to finally get a hold of someone, to deal with this, and we settled for the $100 credit, on the water heater bill. A month ago, we contacted the Oshawa center to request to raise the AC, for landscaping purposes and we were told the fee would be $100. 2 wks after, tech called my husband and told him that we will be charged a service call as well, but we were not made aware of this, so we cancelled. Then last Saturday, we turned the AC on, the temp in the house is still 32 deg. since! We called & booked a tech to come out for Tuesday Jul 06, from 1-5. Same day @ 3.45 I called & was told that someone is still coming. At 4.10 they called to re-book for Thursday Jul 08. Devastated, I asked to talk to the manager/London Branch Supervisor, the rep would not help, no name or a # for anyone, not even her own supervisor, but she offered to transfer me to a box where I can leave a message- "4 children in the house, temp is 32 degrees, the youngest one 3.5yrs old developed rash on her back from the heat yesterday. AC is bran new, never used, cost $7200 with furnace; running since Saturday, with very little cold air coming out. Did we get for the service that we paid for? My husband called 3x to get a hold of someone in customer relations.The reps. hung up on him "accidentally". On the 4th time, he spoke to someone, who tried his best to help us, offered us two free months credit, but could not do any better. He called again and told us to fix it, and they would reimburse us. I am still trying to get someone to come out sooner, no luck so far. Who is accountable for all this? Where do customers go to address their issues? What is the purpose of the call center if they cannot help you or offer you alternative solutions? Poor communication management system, staff training and customer service, and the customer pays for it-very disapointing!