OOBA bad service

I called them to get someone to come out because the roof was leaking and I had water streaming down the inside of our bedroom. It took 2 weeks for the guy to come out only after I had to call them several times. Now it's another 2 weeks later and still nobody came back to me, until I called today only to hear that the claim has been rejected and when I asked why all I got was its a maintenance problem. I'm wondering what am I paying for if I have to call them, when it's their job to call me.