Poor service at Ford

My mom's Ford Kuga broke down on the 15th of January 2016 and was towed to Ford Newcastle. Since that day nothing has been done to the car and we were told that they are waiting for a special tool from Durban in order to Look at the engine. This was 3 weeks back and up to this date nothing has been done to the car. My family has been inconvenienced all this time.