Poor Service delivery

I'm so disappointed in the service delivery of this company. We had a broken sewage line and they were awarded to repair it, the pipe was exposed by another company so all they had to do was repair. They arrived early to start. Richard dropped the labour of and left only to returning at 10h40 only to take measurements of the pipe and leave again to but pipe it is now 13h06 and still he has not returned. There are 9 flats that cannot use bathroom with 2 flats having small children. Now that is what I class as poor service.