Continuous customer service delays causing health hazard

We had a 4month old flexi pipe burst in our brand new house two weeks ago, destroying our ensuite cupboard and bedroom laminate flooring. The pipe was replaced the next day, and they requested quotations to get the damaged goods replaced. I provided the quotations one week ago and I am still awaiting sign off thereon. Getting any correspondence from the customer service department is really tough and I need to follow up constantly. (Cape Town branch). There is also mould growing in the ensuite cupboard and the space is becoming a health hazard.