SHOCKING SERVICE - CANNOT QUOTE

We requested a call out for a quote - 1 week later Liptronics did a call out on the Saturday, on the Tuesday I had called in to check how long it would take as we were without a fridge, I was told that the quote would be sent immediately. it has been 3 weeks - I try call in every second day - they cannot give me a quote, they cannot give me a "damage report" for our insurance, they cannot give me an invoice for the monies we paid for the call out. each time I call the same lady says the OWNER is the only one that can give me the information I required and she will "get on it". NOTHING has been sent. I would hate to think how this can be a Samsung approved repair centre. maybe the dont need the business ?