Bad customer service

Insurance related claim. Took my car in for repairs on 12 Feb as they stipulated. They then informed me that the job would be finished by 20 Feb. Whilst the vehicle was in for the insurance-related repair I asked for some other minor damage to also be repaired. Heard nothing from them. On the 20th I contacted them to find out what time I could collect my car. Turns out they hadn’t even started the job yet. Not the additional repairs nor the insurance repair. Car has been standing at panelbeater for over a week and nothing has being done. It would have been really nice if they could have informed me of what was happening - even nicer if they had just done the work. This is shocking service. I just hope the quality of their work is better than their service.