Builders still avoiding their fault

So it's been a week since I complained about my dispute with builders which has been going on for over a month. Last Saturday I got a call from an agent called suhayfa who assured me a manager would contact me on Monday. Today is Friday and still no response. Builders is avoiding the problem which they have created as well as covering up for the devious and ********* operating manners on their staff... namely Jorge Lake (branch manager) and Eva (HR manager)..... It is clear that builders being part of mass Mart are all about making money regardless of customer service or cost incured upon customers due to builders.