Horrific customer service

my email to them:

Kindly note Prior to my vehicle (DC48NVGP) being booked in at Renew-it Randburg, My wife Claudelle had called the Renew-it Randburg enquiring if the company does offer the service of loaning out courtesy vehicles whist any vehicle is being repaired, This was confirmed by one of the staff however we was advised that there was a waiting list for our name to be added on and the waiting period was roughly 3-4 weeks. We then agreed to this and confirmed we will be booking our vehicle in on account that your do provide courtesy vehicles to customers. Our vehicle arrived at yours establishment on the 30/08/2019.

Unfortunately when we called you guys yesterday to follow up for a vehicle as expecting we would obtain one next week which is week 4, We were advised that our names were not on the list and we will not be getting one. Furthermore we have spoken to numerous staff at Renew-it Randburg.to assist with this matter but have not gotten any assistance yet.

Please urgently assist with the above and advise a way forward as we are reliant on the vehicle from you guys , going back and forth with the staff is now becoming frustrating for us as consumers.