honour your maintenance contract

i have been a client for many years. I have a maintenance contract for all our electrical household appliances. payment is made every month by debit order. We recently had a problem with our fridge. the first problem was trying to get someone out to fix the fridge. So all our food went off. So they eventually fixed it and refunded part o the loss of food. Six months later teh same prblem occurs. same proble, No one arrives and no one in teh company takes accountability ( its a company cultural problem) to collect teh fridge. They eventually collect the fridge and take it away. So now we operating without a fridge. No one thinks its urgent for a household to operate without a fridge. We request a loan fridge. After a while one is delivered. I think they found it on a s**** yard. We havent heard anything again. Now we told they cant fix the fridge. So I phone a couple of fridge repair companies and they tell me a fridge is made up of many parts and any fridge can be repaired. they probably dont want to repair because its going to cost too much. hows that. A few months down the line, no one takes responsibility, I have tjhis beaten up loan fridge in the kitchen.