Unsatisfied even before work

Not a good service, no good communication. Admin people are really very scatter brained and everyone has to look for everything and you have to hold the phone for quite some time. My claim is being delayed with a week due to a negligent admin lady. Is this how we do business now? Is this the type of service we can expect? How thorough will the actual work on my vehicle be then if the front end is more like dogs back side?