I have a very bad experience of contacting this me...

I have a very bad experience of contacting this medical institution
I contacted them two days before traveling to Emirat Abu Dhabi with a request for the COVID19 test - they promised to do everything on time and I will receive an SMS with the result in a maximum of 48 hours, after two days I did not receive any messages that my test was ready for my calls no one just answered and on the second day a girl with very bad English said that the test was ready after 9 pm and I would receive messages but I never received anything.
the next day I went there again and they just gave me a piece of paper printed on a printer and said that this is the result to the question why the test is not in the general system, they could not answer
I lost a lot of time and AED 300 on this test because I did it again at the Dubai-Abu Dhabi border
the staff is not professional
the general manager refused to give me the address and contacts of the manager of the office
refunds refused to do although I refused the test before giving me the result.
service is realy very bad
P.S.
After a complaint to the Ministry of Health, they returned the money for the test, I am very grateful to them for their quick help in solving this problem.
I also want to thank the manager from the NMS head office who helped me get my money back.
I also want to note that the service in this brunch has become much better after talking with the manager from the main office - the staff has become polite and responsive to me, I hope it will be so or may even become better