Car track arrogance and mistreatment of an existing client requesting a new service

This is a follow-up on the matter reported on 28/03/2024, They responded on the 28th of March, same day and said "Thank you for making us aware of this issue. Please accept our apology for the inconvenience. We will investigate and are confident that this matter will be clarified". I only received a call on 02/04/2024 in the morning, I asked them to call back at noon or the afternoon the same day. No one phones even today when I call them, I'm told it's scheduling and they don't know who phoned me. This is ridiculous.