Susse Chalet

My husband and I bought a service contract with this company based on the promises on their website that they would be available 24/7, including at "1am on Christmas Day." Today at around 3pm we noticed water flooding from our humidifier, which is included in our service contract. We promptly called the emergency line listed on the website and in our paperwork from when we signed the contract, and no one answered. We each called and waited on hold for hours. We left our numbers for a call back, left a voicemail, and even sent them a message. I also called every number listed on their website, but all sent me to the same wait music. No operator was available to talk to me about this issue. We still haven't received a call back close to 3 1/2 hours later. This is completely unacceptable. For now, we have cleaned up the area but will likely need to call another company to do the work. We want to cancel our contract, and/or be serviced immediately. This is completely unacceptable for a company that claims to be 24/7.