Bad service

I had sent in my vehicle in for an assesor to view the minor scratches. The claim was approved and I have been called from dent doctor ladysmith to I can bring my vehicle in. I had asked the receptionist how long will the vehicle be in and she said 2 days. I had mentioned it's a small minor scatch I need my vehicle back by 5pm. I was told she will speak the assesor and get back to me. This was on the 8th of January 2025. Today is the 20th and still haven't received any feedback from them when to bring the vehicle. Their office number just rings and cuts off. I used Google maps to get an alternative number and spoke to a gentleman and asked him for feedback and then only received feedback.. Is it my responsibility to ask for feedback or the companies responsiblily to sent feedback to the clients?