Frustrated with below par service from AVIS

I arranged a courtesy car via my insurance to collect a car from Avis Randburg for 8am but enquired from the call centre agent at Avis if I would be able to change this and get them to being the car to my location if I was unable to pick it up. He said this was fine I shoud just call the call centre and give them my reference number and they would assist. So I did only to be put on hold for 15 minutes after which she couldn't find my reference number on the system. After finally locating me using my name she advised someone would call back after a few minutes to finalise arrangements. I waited 2 hours till I eventually got someone to call them back and they were given the runaround, promising to xall back and not doing so and dropping calls multiple times with no progress. Finally I was told I would have to come collect the car myself at 630 (mind you I had been promised arranging a pick up from my location would not be an issue). So 6 hours later I do not have a car and have to make my way there myself in 2 hours. All in all very negative customer experience!