Bad Customer Service by Sani Fleet Rentals

We have been with Sani Fleet, for over a year and in the past month we've been trying to exchange the vehicle with no luck. The car reached the 30000 kilometres and was due to service. We drove the car to Sani Boksburg, and waited for over 2 hours without receiving any help and direction from the service department. What makes matters worse a day earlier we had a tyre damage incident and called there office to alert them of this and inquired if we are indeed covered for the window and tyre ( Yesterday, we were covered), today we aren't covered and are told we have to pay for the tyre. There is complete communication breakdown between different departments, and honestly thinking we should find a company that prioritise customer service.