Service delivery

This is the 2nd time using a RENEW IT group repairer( the first time was Renew it RIVONIA) and I must say it's called a group for a reason because they seem to offer the worst service as a group. The first time I used them was from a previous insurance company( Budget) also an insurance group...well this time it was RENEW IT GREENSTONE. I dealt with Adri on 20.01.2022 she called me to tell me that my car was ready for collection and this after I demanded photos of my car because I already knew from previous experience that they lie alot on their repairer processes and their automated messages. Nonetheless I got pictures of vehicle and I must say they looked perfect. On 21.01.2022 I tried to call the office several times of which I failed dismally and eventually sent them an email to please deliver my car to me because I didn't have a rental vehicle since my insurer terminated my rental even though they delayed on my claim( yes Auto & General listen to the calls when the rental was arranged the lady said she would extend my rental when it expired) but any way, I explained to Adri that I dont have a car to drive from Pretoria to GREENSTONE and she agreed to get my car delivered on 21.01 2022. But... today 22:01.2022 I still don't have my car, I have not received a call or any form of communication about my car. So now I am wondering if my car was involved in an accident on its way here, have they used it as a rental for their clients, was it ever ready? Do I report it ******? Because based on my feedback from Adri I should have my car so I am only left with the option of reporting it ******.

The funny thing is I expected to pay my excess when i get my car back is it fair to also pay it when I want to??????

I want to report this to the entire Bluespec group