Service Concerns and Poor Communication with customers

I am still waiting for the tax invoice I requested yesterday. In the email, I updated Melissa and attached a screenshot explaining that if she couldn't issue the invoice, she should provide a reason. I planned to submit this as part of my claim. This entire week has been a series of frustrating delays, and the service has been nothing short of disappointing. On Friday, I had to visit the branch directly to speed up the process of receiving the quotation. That same day, I asked for a proforma invoice, but it was overquoted. I had to call again on Monday for the necessary amendments to be made.

Having worked in both a dealership and a tyre shop, I understand the processes involved. While policies and procedures may differ, it should never take more than an hour to generate an invoice, proforma invoice, or quotation. It would also only take a few minutes to pick up the phone and update me on the status of the vehicle or to inform me whether the tax invoice was approved by the manager, as Jessica mentioned during our call. She also told me that my emails weren’t responded to because I sent them after business hours, which is disappointing.

This has been my first experience with such a high level of unprofessionalism, and if it weren't for my insurance, I would have already taken my car elsewhere for repairs. I expect a prompt resolution and a timely response regarding my tax invoice.