Ace Plumbing and Rooter terrible customer service San Francisco California

I got referred to them by a manufacturer of a product I was thinking of installing.  Ace had great online presence -- web site, online coupons, etc. 

They did make and keep an appointment for an estimate. However, the plumber seemed unprepared with any details on options, costs and time frame. . He promised to call back and bring his boss over to complete the estimate. 

I never heard back. 

What is worse is that I emailed them after not hearing back and again never heard back.  If they didn't want the project a simple "no thanks" would have engendered more positive feelings. 

They have certainly tried to be customer focused with their online resources. Just no follow through in the real world in my one case. With all the competition why is it so hard to find a good plumber?