Bad client service Glasfit Roodepoort

I put in a claim with my insurance company for my window to be replaced on my door at my house, they referred Glasfit Roodepoort to assist, I received my ref number by no follow up call from Glasfit,I then called Glasfit spoke to Jacques and he informed me that they can assist the same day but only the afternoon, I agreed, later the afternoon after 3pm I hadn't heard anything from Jacques and called again of which I was told a time cannot be given to me because the guys were busy,I informed my insurance company of the poor service and they obviously called Jacque and 15min later the guys arrived to replace my glass,the work Jason and partner done was professional, I was given a piece of paper to rate the service and rated the service bad, an hour later I reveive a call from Jacques questioning me about the bad service review and telling me he did me a favor by coming out and assisting me, I'm lucky because he made a plan to come out to me today and not on Monday.This to me is highly unacceptable, as you the one that over committed, your response will be highly appreciated