Service provider review required on Europcar

I recently took my vehicle in for repairs and tried to get a rental vehicle through Europcar Centurion. Despite issue's relating to vehicle availability the staff were so rude i landed up leaving without a vehicle and was forced to uber for 7days despite paying additional premiums for the option to have a rental vehicle in instances such as this. When i logged a complaint with Santam i was told by their consultant that they are sorry about the incident and that their service provider needs to work on their behavior but that Santam prefers to work with them because they can track client usage. How do u track client usage when your clients are not able to access a vehicle? Over and above that your clients pay for services which they are unable to access. This is unacceptable.