Terrible service

My parents, pensioners, moved on 01/09/15 and Leopard movers moved the contents of their home. Subsequently, the fridge was not working. My mother was worried about the perishables that was purchased and contacted someone in the area the next morning, who charged R450 to fix the fridge. Apparently a piece of a pipe broke off during the move. I contacted Leopard movers and explained the situation. Bear in mind that full payment was made upfront to include insurance. I was informed that (a) they have their own people to assess damage and (b) the fridge was standing in the garage so they have no idea whether it was working or not. I responded by (a) nowhere did they communicate what the claims process is and hence followed the best route to sort the matter asap. It only makes sense that the fridge was in the garage as everything was ready to be moved. Imagine having to empty a fridge and then clean it while people are waiting to move? The person who I dealt with via email was not professional and did not even pick up the phone to sort out the matter. At one instance, he didn't even respond to my email. Really bad service