Disgusting service from Ford Amanzimtoti

I still cant get over the repulsive behaviour that was shown to my mother by the management of Fury Ford Amanzimoti today 04-10-2022...my mom purchased an EcoSport back in 2018/2019 and after the first service, the car started giving her engine problems and this has been happening after every service and Ford has been sending the car back for repairs and giving it back to her until she grew tired of it and we have currently put in a request for a substitute car because clearly the car is faulty. Now here's the interesting part, Fury Ford Amanzimtoti had to provide a loan car to her since she bought the car at their dealership while waiting for the replacement of the vehicle. She receives a phone call today from the management of Ford Amanzimtoti who were extremely rude to my mother demanding that she gives back the loan because they have booked it out to someone else and my mom's car has been fixed (the same car we said we are not taking back and waiting for a replacement of) the Manager was extremely rude to mom shouting that she wants "her car" back and its not her concern what happens with the replacement issue. Im livid with the manner in which these people spoke to my mom who is 60 years and is unwell. We will be taking this matter up with the Ombudsman @Ford South Africa.