What are they doing?

It has been our third car now that has gone for wheel alignment and shimming and the car has come back worse. Head office phoned and asked about our complaint. The guy said the complaint was logged and a supervisor will contact us and we are still waiting. My cars tires are running off, it is pulling to the left, only the one wheel got shimming instead of both which is what they charged me for. They use tools on the car that are not suppose to be used. My stearing wheel is not straight.