Poor customer service

Called Standard Bank this morning to log an insurance claim. Call was assigned to BIG Plumbing and the mentioned company called me to setup an appointment. We agreed on 15:00 appointment. At 15:15 I got a call from them telling me they are too busy to make it to my house but they will make a plan. 20min later an sms from Standard Bank comes through advising me that call will be rescheduled. When I called BIG Plumbing to find out what's happening, they now told me their van broke down. The story has now changed. Is this how customers are treated by these companies? Standard Bank needs to do something about this company. Their service is pathetic to say the least.