unsatisfactory client service by Dent Doctor

I would like to lodge a formal complaint against the Randburg branch of Dent Doctor due to Theft from my car and lack of respect to me, the client. i have been dealing with Glen from the branch and he denies the fact that there is theft in his branch, i had a tool kit that i personally made up for the car that had more than just the usual tools for the car that was taken when the car went in for a bumper and triangular window replacement. i delivered the car on the 26th Nov and only took the car back on Monday the 3rd Dec. before taking the car into the branch, i enquired about the parts being there when i delivered the car as i needed it back quite urgently, i was told that this would only take 4 days, when i called on thursday 29th, i was told they needed the car for another day as the window was not there. then on friday, i was told by Glen that someone had taken the window off the order form and i would have to wait till Monday the 3rd Dec. when calling them on monday, i was told that the part is still not there and thus would be another day or two. i find this absolutely unacceptable due to lack of due diligence as this was all on the claim form right from the beginning . when i told Glen that the tool bag was missing, this took a further 1 hour and not to be found in the branch, also there were no pictures taken of the boot on delivery of the car but pictures taken of every other side and front.... the tool bag was replaced with the sub standard factory tool kit, i was not happy.... when leaving the branch, i was told that the window will be fitted to the car wherever it may be, now today tuesday 4th dec i get a call from Glen, saying he has the window and would like to fit it to the car, i work in the Film Industry and shoot all over Johannesburg, today i was shooting in Soweto, Glen absolutely refused to travel out to me to fit the window. i have also been in contact with the HQ and dealing with Dennise, i have called and left numerous messages for her to escalate this and to call back to update her with whats going on, i am still waiting......

please could this be sorted out, i have also left a comment on the dent doctor twitter account about this ordeal. please note that i am not interested in any excuses i would like a formal apology from glen and some sort of compensation for this.... i have also been trying to contact Diaan from the head office and no success there either, i have left numerous messages for her to contact me and nothing i find this disgusting as their customer values on their website state very different what a bunch of CLOWNS that work there...........