Making a big problem even bigger

We have experienced 48h of hell trying to deal with Alexander Forbes. We have a bust pipe underneath our kitchen floor. Trying to get it fixed is impossible. The lady at call center (Busi) is ether trying to delay the process or is completely ***********. Now thanks to her 48h later nothing is fixed and instead of fixing only the problem area now we need to replace the whole kitchen floor and some cupboards because of water damage. Now because it is Friday we have to wait until Monday for it to be fixed and who knows how much damage we will have by then.