Very bad service

I had 2 claims more then a week ago, I had to call and call with no assistance. Today they called me and told me that they can't fix my water pipe in the wall of the shower!!!!! When I asked them to please explain why or what the reason was, I was told that the grout wasn't right between the tiles and that was the reason. I called a plumber to come and see what was happening with the whole situation and was shown the problem. Its got nothing to do with the grout. They are looking for all excuses not to pay or fix the claim and not even to talk about the second claim. What do I do or should I go social media?