Incompotent Contractor

I reported my geyser yesterday with standard bank insuarance were after a lot off calls there contractor MCT *** arrived on site 19h00 were the guys must check the geyser. I ask the gy how are gone get in the roof as he tell me he forgot to take out the ladder,he didnt have even a tortch to check.After a few minutes im askim them If they can see the fauld, they recon the have to replace the geyser as the geyser is older than 5years, The person said they will replace the geyser the following day at 13h00, after a lot off calls the MCT company said they have vechile problems who problem is that,well these people are *********** and do feel nothing for the time they have to fix the problem. With numerios call they replace the contractor. My problem is why do Standard Bank use people that cant deliver, and do ot have the equipment to do a job.