King price disrespectful

I put in a claim for a wall that was sinking due to a stormwater drain that blocks everytime it rains and it is clearly visible with the naked eye,was told it is poor workmanship eventough the wall is almost 20 years old and after all these years it is cracked and busy sinking ,so for 19 years it was brilliant workmanship and in year 20 it is poor workmanship ,well asked for second opinion and was told to pay by which i refuse as it was my right to get another opinion,well the second guy came and inspect but after almost 2 weeks no feedback and still waiting ,the reply in hello peter is the same and the email they said i can use to complain is only stars so how will i get it to lay a complain. Me abdul