Disgusting attitude/service

My car was taken to golden star autobody repairs by outsurance after being recovered. It has been with them for a week now and NO COMMUNICATION whatsoever from the repair center, not even a personalized 'please call me'. I called to get an update on the repair because honestly a car is a necessity and after I contacted them, the receptionist said she will call back and when she did she transferred me to a man and he said they were waiting for the spare key and won't start the repair without it, which puzzled me as to why their order was taking so long and why they were not communicating this with me, he had the nerve to tell me they are not the ones that stole my car so shouldn't be frustrated at them. No one wants their car ****** and his attitude was not only unprofessional but clearly indicates his level of IQ. They have had the car for a week and yet haven't done anything to it and more frustrating is I have to pay my excess fee to them with such stinking service. Had i not called, they would be sitting with my car and not updating me about the car they are getting paid to fix.