Damage to our vehicle

On the 12 October 2021 we took our car for service at Car Service and Repair Centre at Pretoria North corner 437 Gerrit Maritz & Jan van Riebeeck str and it back with a bump underneath the driver's side we called a lady who is working at the reception and she told us to come the following week Monday cause the guy who was fixing our car was off.The following week Monday we went there around 7:00 in the morning the same lady told us that it's not their responsibility and that the owner is stuck in Zimbabwe as he lost his passport so she will call us when his back the following week Tuesday.Till today no phone call from them .She was unfriendly her facial expression was showing that she was annoyed.We have been their clients since 2018.Is it how we should be treated?