do I really have to complain to get service?

I don't understand why one should complain before they are taken seriously. For starters last year I requested that Miway to let me know if the are any panelbeaters in bethlehem which were open in December or early January where I could take my car to be fixed, I never got any responses what's so ever. Talk about disappointment. I got back to Gauteng and requested they follow up with the panelbeater selected and I was informed that I'd get a call Tuesdays late or Wednesday, guess what no call came through. I called Miway again because I don't see why I should be the one running after anyone else when I pay Miway every month and not a penny less! Today I called to speak to Graig visagie around 09:20 and I was told he was busy 12:15 down the line he has not returned my call. I understand that I am not the only client but I do not appropriate not being taken seriously. I don't want any apologies, they are not accepted all I want is feedback or alternative plan, that's it! I hope this is the first and last complaint about Miway this year cause if not I will be looking for a better service somewhere else!