Culture = Ignore the Customer

Very poor service stemming from poor internal systems (their app isn't updated by the workshop, all cars start in "parts ordered" even if only paint is required), but most importantly, the communication internally and with clients is practically non-existent. Despite wasting my time going to complain and undertakings to keep us posted, we had to phone in and chase people down - and still they didn't know what was going on. I got to the GM of the branch and want to take our issues to the group CEO - but no-one is prepared to give me contact details (neither branch staff nor the on-line call centre). Once more - their broken procedures are more important to them than customer service. They will probably reply "we're sorry for your poor experience, please contact our call centre" ...