bad service

My car was towered to the glen on th e 17th . i was called the same day and told that the service provider will call me . I was called today and by Jake that he called my insurance and they told him they will call him back because they are not covering all cost . I was surprised then call my insurance and was told he never call .At the same time i received a sms and I asked why I got . The consultant told me its the first time I logged my claim .I then call the Glen and Jake told me he call and was very rude . I had to give him the correct number to call . He then called back and told me i need to approved for my car to stripe the engine so they can check what causing it to overheat .I then probe and he told me the oil had mix with water and My car will be only attended next year on the 4th