I think..
..That they are getting up in years and losing the ability to run the business. The last time I got hold of anyone there, the lady told me that the snow was kicking their butt. She had agreed to look up some parts for me but never did. I called back and, just as you, I spent a lot of time trying to get hold of them. She had forgotten to look up the parts and then gave the "snow excuse"
I was disappointed because I had enjoyed doing business with them previously.