Disgusting and disgraceful behaviour displayed by East Rand Motor Lab

I have had an extremely poor experience with East Rand Motor Lab over the past three months. My car was booked in by insurance on the 5th of Feb at East Rand Motor Lab for hail damage repair. Upon assessment, the car was gladly taken in by East Rand Motor Lab with no explanation of the events to follow and with an assurance that I would remain updated telephonically on the status of my car. It was explained that I did not have vehicle hire and would need the car back a week later - the assessor agreed. Four days later (i.e. 1 day away from a week), I had to phone in to get an update (not once was I contacted). At that point I was told that the car had not been touched and that it would only be done in THREE WEEKS time. When I asked for an explanation, the lady I dealt with could not explain and could only respond with "it will only be done in 3 weeks". This is where my frustration began as firstly there was no communication and secondly no one could answer as to why my car was just standing there and not being worked on. Naturally, I asked to speak to the manager/for the manager to contact me so I could clarify what was going on. I RECEIVED NO RETURN TO FIVE+ PHONE CALLS MADE BETWEEN DAY 4 AND DAY 8. Furiously, I had to go INTO east rand motor lab on day 8 in order to speak to the floor manager. Only then was I told that they were still waiting for the go ahead from my insurance. I was furious - not ONE person had the decency to phone so I could prompt the insurance or follow up . I then took the untouched vehicle that had been standing for no reason (since I had no vehicle), and told East Rand Motor Lab to phone me when they had received authorisation. Even at this point, there was no remorse/apologies for the lack of communication and utter bluntness/rudeness from staff. The vehicle was then booked in on the 28th of March and East Rand Motor Lab had the decency of offering a courtesy vehicle. Miraculously my vehicle was completed 4 days later on the 3rd of April. I only saw the vehicle when returning from my holiday on the 12th of April where I noticed scratch marks on the bonnet THAT WERE NOT REPORTED BY THE ASSESSOR OR BY MYSELF WHEN THE VEHICLE WAS CHECKED IN. I complained and after a week of ZERO COMMUNICATION from them, I got en email via my insurance company saying that the car had had the damage before and I need to collect my vehicle. Frustrated, annoyed and plain down tired of East Rand Motor Lab, I went to collect my vehicle and return the courtesy vehicle. On top of everything that happened, the gentleman that checked my vehicle out displayed utmost rudeness and absolute disgusting behaviour. When explaining what the issue was with vehicle, he demanded that his way was right and there was no issue with workmanship. I will NEVER be dealing with such a disgraceful company again, I am amazed at how busy the workshop is given the nature of the employees and the lack of common customer courtesy.