very bad service

bad service we called in the morning to report a broken pipe. the service provider called us and said they will be at our house at 1 up until now nothing . I called bettersure again requesting them for another service provider but nothing and this is the first time we claiming our policy is up todate what is the problem why are we getting such bad service from you guys, or we are not valuable customers to you ? if you donot want our business tell us we will look for another company