Swedespeed rude representative

We have been dealing with Swedespeed a number of years now but I must say that Freda who recently started at Swedespeed is the rudest person I have encountered. We send the car in on 27 March to have brakes done. The car now has something rattling and lose. We have been trying to arrange for the car towed in so that they can evaluate what the problem is. The noise was not in the car prior to sending it to Swedespeed in Montague Gardens. It has been very difficult dealing with Freda to try and arrange to have the car booked with her putting the phone down in my ear. She would not even let me finish my sentences to explain to her what the problem is. The owner of the vehicle is travelling at the moment for business and I am trying to assist to get the car back to Swedespeed. Shocking that a service company have their representative behaving in this manner.