Shocking customer care

I was forced to take my car to Allan's panel shop as my insurance said that they were the designated repair shop , so I did reluctantly because one of my own family members also had a bad experience from them, hoping it wasnt true I couldn't disagree with my insurance .. it was in from early Feb , after a prolonged period of waiting it finally got some good news and that my car would be ready for collection in March just before lockdown , I went in only to find misaligned panels , paint which didn't match at all and my spare Mag Rim which was the actual rim on the car when I had the accident was in the boot and hadn't been looked at , the guy who was dealing with me with the repairs assured me he would take it across the road to get sorted out at an additional charge of R450 which I said I would pay, lockdown then happened and I understood that it couldn't be helped , I eventually went back after they opened up the lockdown and was told they couldn't find it but they would talk to the guy who took it in to the tyre shop ... I then went back , and yet again they said they would talk to the guy about it , third time lucky ... I think not , Allan assured me on wednesday he would drop it off with me when I spoke to him on Friday ... Friday came and went and not to my surprise he didn't even have the decency to call and let me know it wasn't coming , so where to now ? My insurance ? The police station to pay a charge of theft ? It's beyond me how company that are designated by a large INsurance company is allowed to continue with such poor and lack of customer care ethics. I'm just shocked ! I've been really understanding but don't lie and not keep to your word about things ... A mans word means alot to me and if you can't keep to your word well then that can only mean one thing rite ! Shocked !!