Where do I even start... I tried getting a car her...

Where do I even start... I tried getting a car here when I was 18. The most horrible car buying experience ever. The salesman was a joke and took us all the way to the north side to buy a car from a lot that had nothing to do with Kia from a friend of his! He didn't tell us that's where he was taking us either. My mom (who I have only seen mad a few times in my life) was so mad. I said I'd never set foot here again! Well fast forward 5 years and me and my husband had bought a Kia. (Hell no, not from this place) Our alternator went out. Under our warranty we can take it to any Kia dealership. This is the closest one to where we live and its very hard and expensive to take a dead car farther. We made an appt. with services and dropped off the car. They said they'd have a diagnosis that afternoon and would contact our warranty. Okay fine. My husband had asked about a rental because he still needed to go to work. We have a son at home and twins on the way and they never gave him an estimated time on how long they'd have the car. No rental. No ride home. Had to Uber home and has to get rides to work if he is lucky. They didn't call us, so I tried calling them for 3hrs every time I called the line was busy. Till they closed and then the call went through but of course no one answered. I will be calling a lot tomorrow because they still have my car. I've heard a lot about how horrible their customer service is but hoping that this can be resolved easily. I will come back and edit this with the end of my story.