eThekwini Toyota misled my mom

My mom’s car had a mechanical problem and she took it to eThekwini Toyota in kokstad in Aug and 1st week of November she was told that they couldn’t repair and therefore taking it to Shelly beach and when she called, it was not there and only to find out that the car has been taken to some place in kokstad. And no one has informed her and looks like the guy dealing with it(Kevin) doesn’t care… how do we then trust them