Bad service

I contacted the after hrs service on Sat to request assistance,our ceilings were dripping with water,we were under the impression that our geyser burst. I was told that a plumber from JJLourens has been allocated & would contact me.Our passage ceiling gave in & after following up with SIL I received a call from Newman @ 20:12 confirming that he was unable to come to our premises to asses the issue but that he would 1st thing the Sun morn.I expressed my dissatisfaction to him & also made it known to the SIL team. By then I was told that the plumber assured them that he will be coming to our house.This failed to happen & my husband & I were up for most of the night trying to clear water & take care of the situation.Water dripped from our downlights.I have 3 children,incl a baby of 5 mths.On Sun morning I called SIL & requested that they use another plumber & cancel JJ Lourens. Newman arrived after 9 he stopped the water & explained that a valve has to be replaced.He suggested I chat to the owner about him not being able to come the Sat. I contacted SIL & JJLourens again this morn as we do not have warm water,I was told that management would call me & still no contact has been made