Bad service

I'm writing this because i don't know who to talk to or where to go i have been sending emails and making calls when you talk to this person they tell you they will transfer you have spent a lot of money trying to get hold of someone an worse the emails no one even attend to them.. I have reported my wooden floor its been more than a week and no one have come back to me since the evaluation.. Now they are starting to smell when i enter the bed rooms who do i call when no one answer the calls nor emails.. No: (2)vehicle department i have been sending them emails and also calling them all i get is that your request have been escalate but more than two weeks no one get back to me... Is it me or it is standard bank poor service