How can I complain and get a resolution

How in the world can a company as large as AT&T not have an escalation mechanism for customer complaint/resolutions.  Hope I find help here.

I have been trying to get a land line installed for over a week. 1st installation scheduled for Monday, 5/12; 2nd for Wednesday, 5/14 and third scheduled for today at 5:47 pm CST. Well as of 6:53 pm CST still no phone line, no call, no technician to be seen anywhere. To make matters worse whenever I try calling to get resolution, I just get a customer care rep to schedule a new date. To continue to schedule new dates without finding out why the first appointments were not met is madness. Why can't anyone reach the installation dispatcher to find out what happened to the installer?

This is why I do not use AT&T. I will be respectful and not mention who I get my home phone, Internet and cable service from, but they are always here when they say they will be here. If running late I get a call; and once when I needed to make a run before appointment I was able to call and they got a message to the installer. Been with them 13 years and doesn't look like I will be leaving. I am only using AT&T because my work-at-home job requires a land line. You are definitely NOT winning me over for additional services.

Extremely disappointed and frustrated.