Cool Ace Air Exorbitant prices for a questionable replacement of parts, Internet

I scheduled a preventative maintenance visit for April 23, 2012. I have an active PMA contract covering the three ac units - two of which are new and installed in October 2009. The Cool Ace technician showed up at 4:45pm and I watched what he did - basically removed the electrical panel and ran some pressure checks and washed the outside of the units. When it came to the older unit, he claimed the capacitors were bad.  The one on the ac unit was allegedly reading 0uF.  The second on the air handler was reading 11.5uF (slightly below tolerance). I asked him to leave the original behind and I only got one of them.

My issue is that both capacitors can be purchased for less than $15 each and yet the technician charged me a discounted $318 for both.  Additionally he was pushing other expensive parts - reusable filters, surge protectors, etc. - which I declined and of course there was the usual fear mongering. That same evening I called the office and spoke to a Brittany and was told that an office manager will be in touch. Over the following week,  I followed up twice thereafter and each time the office manger Becky was busy and has NOT returned any calls. 

Is this how a business treats its customers?  No response to calls and to add insult to injury to overcharge by 2000% when these units should have been covered by the PMA?  I am still waiting to hear from Cool Ace. The irony is that when you call the office the receptionist always states - Thank you for calling Cool Ace - how can I provide excellent service.