Car rental

Trying to get hold of Outsurance with regards to a rental car while my car at the panel beaters since Thursday 3rd of September. Phone again this morning spoke to Mary, she said the manager will phone me back now 2 hours later no phone call. Outsurance deal with Avis as we paid monthly a car rental payment. We had to do all the booking, confirming the delivery follow up, Outsurance consultants inform us that they only deal via email and not per phone. The car came late, the wrong type of car, dirty and only 1/2 a tank. Still Outsurance nowhere at assist or help. The problem is that Outsurance have high standard for other suppliers but Avis can do what they want, no problem they keep on using them.