Terrible service

We logged a claim with our home insurance ABSA as our geyser is leaking and we had to switch off the geyser and the water supply. The insurance company referred us to mm plumbing and mm plumbing said they would be here today at 10am however it is twenty minutes to three and they are still not here, the plumber only called now and said he will be here at past three, so how are we expected to get through without water while we have tried to get help but there is no service at all. Never mind the fact that we did not go to church yesterday because we were waiting for them but they only called around 5pm telling us about today and they are still not here, why are we promised something that is not happening can we please get service. Must such a matter get to clients complaining!