Terrible service

My car has been at Reeds Bellville for three weeks. No work has been started on it. Can't get hold of the people or proper feedback. As I understand my car needs a brand new engine. Car only has 68000 km on the clock. They just don't want to give a courtesy vehicle as my car is a 2019 model. I now have to struggle for transport. No sympathy or proper help. Maybe it will get better.