trying to get answers

I have been dealing with Budget since the 12 September when my vehicle was involved in an accident with cop van. Not my fault but im being driven insane by incompetence, passing the buck, not having the info I need even after giving them time to sort it out and come back to me. Ive heard about MY Service level agreements with them which is in there T & C's but they cant answer me on what there SLA is towards me. My car is still waiting to be repaired and after requesting that Marcellino get back to me on Friday I heard from him Tuesday and once again he was supposed to get back to me Wednesday between 8am and 9am but as yet I have heard nothing. I left messages today with Felicia, Cheryl and Nina who has just confirmed that no managers are on site as they have left for a meeting and wont be back. Does anybody there actually care about there reputation and about there job. according to my policy I only get a rental for 30 days but they cant guarentee that my car will be done. I can understand why it wont be done if its taken 11 days to just assess the situation They want to put pirate parts on my car and I must say thanks. I don't think so. Budget Service is what they offer