Bad service

My friends car window shattered on the weekend and they battled to get assistance from the insurance over the weekend. She then called on Monday and the insurance handed it over to Auto Boys, they then sent sms's to say they are dealing with it. She was told that someone would call her back but nobody did. She had to run after them calling to find out what is going on. She has lost a day out of work because of this and its almost the end of the day and nobody has come to my aid. She had to call again now and was told that the person dealing with it was busy and I will get a call back. I still have not received a call back.