Mr Plumb - Unprofessional Service

This company is the most unprofessional plumbing company that I have ever had the misfortune to deal with. They have poor communication and poor workmanship. Our geyser burst and they came out to assess on behalf of the Bank's bond insurance on the Monday. The assessor explicitly told me that it would be a 3 hour job at the longest - to remove the old and replace with a new. They arranged to come and do the work the following day at 13H00. Two "plumbers" arrived shortly after 13H00 on the Tuesday afternoon and after 7,5 hours (!) left my home at 20H40 that night after nearly forgetting to switch the new geyser on at the electrical board in the garage - I had to ask/enquire. At that stage they had packed everything away on their van to leave. After putting on the geyser's circuit breaker, the "plumber" decided he had better take the ladder off the van again and go back into the roof to check the new geyser installation with power on it (it had already filled over an hour before this). They then left just after 20H45 although ten minutes later we saw the Mr Plumb van stopped outside our home again but they never came in and eventually left. The next morning, we put on the hot water tap in the bathroom and there was NO HOT WATER. Needless to say, at this stage we already had serious doubts about the workmanship of this company - one appointed to do the job by our Bank's insurance company. I phoned the company at 08H30 on the Wednesday morning and wanted to speak to the owner or director. No one was available and I spoke to the "Operations Manager". I was told that someone would come out at 13H00 again when someone was home as I requested. I also asked that their most senior plumber come and was informed that the "Technical Manager" would be coming. This person duly arrived on time at 13H00 and spent a FURTHER TWO HOURS in the roof fiddling around and banging away on pipes and roof trusses. When questioned on completion by my 24yo daughter as to what the problem had been, NO RESPONSE was given. She handed him a written request from myself and my wife (the bond holders) to send an email communication as to what the installers did for 7,5 hours on the Tuesday and what he had done for a further 2 hours on the Wednesday before the geyser produced hot water - a total of nearly TEN HOURS over two days to replace a geyser!! To date no response or any further communication was received from the company. The written report (even by way of email) was required to understand the process and what went wrong AS WELL AS to report back to the Bank so that they know what transpired with their appointed service provider. If the geyser breaks again in a short period due to installation problems, we need the Bank to be aware of this. In light of no response, my wife wrote a comprehensive letter to the Bank this morning to inform them of what transpired and to voice our total dissatisfaction with this company. I would not recommend them to my worst enemy. Totally unacceptable.