Unhappy with the service!

I do not understand how a towing company that lives in Durban can get lost for 4hours with a clients car. I had my car towed from Salt rock to Hillcrest which is an hour trip and turned into a 4 hour trip, spent over R80 airtime phoning them and asking where the car is and either they didn't answer the phone or they said ill phone the driver and let you know... well they never phoned back to let me know. if you are a towing company for an insurance company surely you should have some form of GPS to be able to reach destinations when roadside assistance is needed.