EMR Commercial Kitchen Parts and Service

Review: I manage a [redacted] in [redacted], MD. On 9/24/14 I contacted EMR and spoke to the Service Manager Mike and told him what error code was on the monitor and the issue going on with my turbo chef oven. He then transfers me to the parts manager to verify the part is in stock. They claimed the part was available and someone would have the parts on the truck and come to repair it. After waiting 1/2 the day a tech shows up looks at the machine for half hour leaves me a bill for $370 which 1 1/2 hours is billed for labor that he was not even in my store for. I told EMR that my video camera shows proof that he did nothing and they told me he spent most of his time on the computer in his truck looking up parts and since I am a COD customer it need to be paid immediately. My credit card is kept on file with their company and I was told it needs to be paid before they can order the parts needed and then they will come back when the parts come in. Not only do I loose business for multiple days without the oven they charge me $180 travel cost each time they show up. The next day I called the office and they tell me I need $1100 worth of additional work before they can even put that part that they ordered. I told the I was not going to use their services anymore and that I demand a refund. I contacted the manufacturer and asked if there is any other service companies authorized to repair the machine and the gave me the # for turbo Technicians in [redacted] MD. They came out the next day spent 1 hour total changing 2 transformers and everything else needed for $755.00 because all of EMR's prices were inflated. The oven is now working perfectly. They did the same thing to me twice before and several Franchisee told me EMR always shows up leave a bill and say they have to order parts and come back. It's robbery!!!!Desired Settlement: I would like EMR to refund all monies ($370.00) taken off my [redacted] card and refunded since I had to have another service company repair what EMR said could not be fixed unless I had an additional $1100 of service done and multiple days of lost income because of the oven being down.