Window messed up by Glasfit with no urgency to follow up by Outsurance.

Recently I experienced a smashing on my driver’s glass window and was allocated to Glasfit Bryanston by Outsurance. I took the car in and was a bit concerned when I collected the vehicle and was told that the technician had been struggling to remove the driver’s glass window and required some tool to remove it. The repairs went into the next day and we collected the vehicle. On the day I finally drove the car over a long period I started to hear the sound of a breeze coming though and had to even open and close the door to confirm the door was correctly closed. The door was correctly closed but appeared to have a tear on the rubber of the door and a scratch as if someone had been struggling to pull the window out - further more to that, the door made a clunky noise when being closed and window seemed to be unaligned to the door. I called Glasfit Bryanston immediately (20th July 2022 and spoke to Faith) and have never heard back from them up until today (27th July 2022). When I called them on the 20th July, Faith asked me to bring the vehicle in, which I did the next day (21st July 2022). It turns out this was a wasted trip because upon arrival, we dealt with Dorah who then said they would have to go through the tablets to see what transpired. She assured me they would contact me the next day - which clearly has never happened. When I saw no follow though from Glasfit, I contact Outsurance (Tracey Naidoo on the 22nd July) who then contacted me on the 25th July 2022 and advised she would get back to me within 24 hours (26th July 2022) - again nothing from Tracey Naidoo. At this point, I am requesting Outsurance to refer me to a qualified company to repair my vehicle (Mercedes Benz) and to record that I never ever want to be referred to a Glasfit again. It is not my job as an Outsurance client to follow up with their service providers when they do not do a good job. Why after a week have I received zero feedback when the service provider has been paid and has received my access? What is a reasonable turn around time based on the SLA between Outsurance and Glasfit…never ending? What a disappointment