Worst VW service ever!!!

The Worst service from VWSA and VW Ladysmith. A lady(My mother) of 63yrs bought the new tiguan in december, in january it started having problems, she reported it and this week they came to pick up the car in Harrismith to go look at it in Ladysmith. We asked that a courtesy car be provided in the meantime while they do their diagnosis of the vehicle. We were informed by Grant that this process will only take 1hour to do, then give or take 2hors to process the findings. This vehicle left Harrismith at 9am on tuesday morning, arrived at 11am in ladysmith. After 2pm, the dealership and VWSA kept passing the buck to each other without giving direction in terms of what needed to be done from then on. We kept calling to find out what was taking so long, No response and no call back were received from them. On wed(27 feb2019) morning, some rude lady from the dealer called my mother and told her that the was nothing wrong with the car and she must come and collect the vehicle. Mind you, this whole week, that dealership was having phone problems, she was not clear on the phone, they couldnt even hear each other. This rude lady did not try any mean to communicate in any other way to pass this message. Because at the same time there are questions that needed to be answered, who is bringing the car back? what is the recourse to dealing with this issue, what was the problem with the vehicle? and so on.. Upon speaking with Grant, he told me the vehicle is sorted and he will send me the report via email. Am still waiting. In regard to the car being sent back to where they took it, they were in contact with VWSA that had no clue that the car was ready. At the same time they were ducking and diving. They could not even do basics to ensure that the vehicle is returned in one piece. A brand new car, under warranty, maintenance plan... How do you treat a customer like this, now when i call VWSA to understand what is the hold up, im am now being told that i need a signed memo from my mother to speak on her behalf. Despicable, all of a sudden we're being tossed from pillar to post over shipping the car where it was taken. I am really disgusted to say the least in this regard cause clearly what VW is saying is that a 63year old must take a taxi from Harrismith to go to Ladysmith to go pick up her car. Really????