Poor Service

I would like to lodge a formal complaint regarding an incident that happened on Thursday the 10th of June 2021

My car was ****** in February 2021 and was recovered, my insurer budget assigned Renewit Green stone to take care of the repairs, the car was repaired and everything finalised in March On Thursday morning I wanted to take my child to the DR as he was not feeling well from the previous night , I noticed the back driver tyre was flat , I asked my aunt to help me as I was visiting her and was clueless about the tyre changing process , she advised me that she couldn’t help me because I need a lock nut *****, I then remembered that Renewit did not replace the locknut ***** , I immediately called Nomonde who was my assistant at the Green stone branch and explained to her that I don’t have the lock nut ***** and I needed it urgently as my son was sick I need to rush him to the DR , she advise that she will check and call me in a moment , an hour passed and seeing that she is not calling I called her back to find out how far she is as my son was in pain , there was no answer , I called the reception and the lady said she is aware of who I was and she will pass the messege to Nomonde,I called again and advised the reception lady the reception lady that this was an emergency and she said she will advise the manager of this situation I decided to call my insure for assistance as Renewit was obviously not taking me and my sick child serious , the insure then made a decision to take my car to Tiger wheel , where I had to pay R950 to be assisted , Till this day 4 days later I have not heard anything from renewit not even a courtesy call to ask how I managed with my emergency and how is my car I am very disappointed with Renewit’s service , they do not care at all , I am writing this so that Renewit can refund me for the money that I spent trying to fix their mistake , I understand that I should have checked my lock nut ***** upon departure with the car , however , when I called them on Friday they were suppose to take ownership to say they will investigate or provide a solution , not for them to go all mute on me when I had clearly explained that I have an emergency