Avis Menlyn has no customer service

I had an accident and and two days before it was in the Tuesday, which is well in advanced I informed my insurance to arrange and specify the rental car. I was discharged the Thursday morning from hospital and took a Uber to Avis after everything was also confirmed with their Call centre. Arrived there and the car was not ready and according to staff at the Menlyn branch there customers can’t specify that’s not how Avis operate, you take any car within the category that’s available. I tried explaining but I confirmed with your Call centre and I even requested my insurance to specify the car according to my needs. I was given a Suzuki Swift and I was promised to be contacted when they find the specified car. I also was told by the Call Centre you can now pay with your cheque account and when I asked the agent who assisted me, he said they only accept credit cards, luckily my husband was with my because I don’t have a credit card and he could pay the deposit. On Friday I had to go to the bank and I noticed the Suzuki made a funny noise and it rolls back at the stops and upwards roads. I called Avis and explained again that I was just out of hospital from accident and this car is rolling backwards and it makes a sound, I was transferred to the manager at the Avis Menlyn branch he said no problem Ms Naidoo I will call you in the next 30 minutes, the whole weekend passed by and no call from Avis, I tried calling the branch Saturday from 9h00 to 12h00 no answer. My husband then had to borrow my father in law’s car just to follow me to Avis so that I can understand what’s going on and to get same answers, they indicated they still looking for a car for me. I can understand that but what I fail to understand why can’t they call me back as promised and even when I first collected the car, I called Avis to confirm if the car was ready and they indicated yes at 11h00, why couldn’t they informed me before that they don’t have the vehicle and would need to source it. I had no choice to book back the Suzuki because mechanical it’s not safe to drive that car and I left Avis with no exchanged car or even an apology. Till date no one has called or explained after lodging it with the manager and I don’t even know if they still looking for a car for me. I have to return to work and I have no transportation and the rental is part of my policy and Avis left me stranded.