Disappointing service received

So I booked my Toyota in at the Culumberg branch and instead of getting my car fixed, I received news that my car was involved in an accident while the Toyota staff member took my car for a test drive! So on Tuesday, 7th January 2020, Car was booked in to check the electronics (gauge wasn't working correctly) and my car an Automatic Toyota was "missing" on gears. I however got a replacement car, but my problem and or worry is the following; will my car ever be the same again? Why should I still my the initial quote? How on earth would I ever have faith and trust in this company? I might as well have taken my car to a back yard mechanic! I have to contact them to follow up on my request, they don't bother making contact with me! I need answers and regular updates or else this matter will be escalated to the OMBUDSMAN!