Disgraceful

Hi, I am so highly disappointed with the customer service I have received from 1st for women. I had an accident on the 30th of June, not that much damage but I did not want to drive it, it therefore needed to be collected which was only done the 4th of July. I did not hear anything about my claim again until the 12th of July, when I was contacted to say that the panel beater was waiting for a part. The bonnet, which was apparently on it's way from overseas and that it would only arrive the 2nd of August. I spent nearly R6000 on a hire vehicle for the first few weeks and when I realised that I could not afford to keep that going, and that I had no way to get to and from work, I contacted FFW for assistance. A manager (Marcelino) assisted me by adding a courtesy vehicle to my policy. So Marcelino said that they would give me 15 days i.e. until 9 August, bearing in mind I assumed my car would be returned to me early August. A week later I receive a call from the panel beater saying the bonnet which arrived early was damaged and needed to be re-ordered and that now they only expect it on the 14th of August. I therefore contacted ffw on the 5th of August to ask them about extending my hire vehicle. I contacted ffw multiple times in that week and was forced to tell the same story over and over. On wed the 7th of Aug I spoke to manager named Thembi, she was supposed to call me back the next day - she never did. I used the callback service, and nobody called (this has happened multiple times). Bearing in mind that I am exceptionally busy at work and I do not have time to spend 20 minutes on a call with ffw - which is what has happened multiple times since beginning this claim. I call FFW again on the 9th and once again, had to explain everything to someone new. At this point, no managers are available until Monday and apparently nobody I spoke to could help me. All I heard was that they do not take responsibility if parts are on back order - at this point I start hearing about a bumper that is on back order too, nothing about the bonnet. Something is clearly amiss. Anyway, like I say by this point I am livid and so tired of repeating myself, but all anybody tells me is that I will need to contact europcar MYSELF and extend on my own account. Now, like i said, I already spent nearly R6000 on a hire vehicle and couldn't afford to spend more. The lady on the line tells me that only 15 days were agreed and that I was told this initially. Now, I don't care what was told to me but the fact that YOUR panel beater is messing around is NOT MY FAULT - the onus of that falls solely on you. I told the woman to put notes on my claim and also ask a manager to call me today, guess what? not a peep from a manager today, of course. I had to physically go to Europcar on Saturday and extend and spend a further R1000, because I was in breach of contract. I need to take the car back or extend by tomorrow. It has been nearly two months since my accident and nothing is resolved yet, and now because of your mess up I am expected to run around and be inconvenienced. This is all highly unacceptable and I expect to have someone with AUTHORITY call me ASAP. Loreen