Bad customer care - Mastercare

I have a maintenance contract with Mastercare for repairs of household appliances. On Monday 3 December I requested Mastercare to come out for a faulty washing machine. I was told when the company has work in Eldorado Park they will contact me. I received no communication from them. I called again on Tuesday 4 December and was told that someone will call me. No responses were received from them. I called back on Monday 10 December and was told that the manager will contact me when they are going to work in Eldorado Park. I was told by Michelle that she sent an email was sent to the manager, Doreen who will let me know when they will come to assist. I am still waiting for a response. I called and asked to speak to Doreen and my call was cut off. When I called back, the phone was not answered. I would like to know what would be difference between attending to a call in Eldorado Park and any other place in the country. On a previous occasion, I had food in my oven and the oven door was stuck. It took Mastercare two weeks to send someone out to attend to the problem.

Reference no CAR/97409/8

********** – Mrs L Abrahams