I have had a contract with service America for ove...

I have had a contract with service America for over 30 years and have been comfortable in the fact that I had no worries.
I had an uncontrollable leak in my bathroom last week..and I live in a condo on the fourth floor.
I waited on hold for at least 30 minutes until there phone system told me to leave a message. I did get a call back about three hours latter...
I did go online and got a same day appointment which cost me a co pay of 55 dollars plus a convenience fee of 75 dollars.
The plumber said it was fixed but the next morning I had the s flood again
They did come back the next day and made the repair.
I was told they were going to refund the 75 dollar convenience fee to my charge card.
I am waiting...