Unacceptable service

Again ! Imperial Select has not come through with their promises , over a month and I have not received my manual , service plan or spare key . Today they came to change the battery which was not new and we were informed they lost the spare key and manual , will be only receiving them in 21 days . I am furious !!!! They is so unacceptable! And the manger refuses to speak to me in my home language. To add to this they left a cloth in the front by the engine , safety is obviously imperial selects number one prospect ! And customers services . I advise people to steer clear of them if they don't want to experience what we have had been through .