Unprofessional, discourteous, Withheld vehicle without legal right to do so

My husband, 4 children, and I were in a car accident.  This company was called to the scene to remove the vehicle as it was in operable.  We were not asked where we wanted the vehicle towed to, we were not informed of the garage that the vehicle would be stored at.  On Monday, I contacted the police department who informed me that the vehicle was at the car care center and provided the contact information.  I called to find out that we owed $289 for them towing the vehicle from the crash site to their location ( less than 5 miles away).  Since this vehicle was a lease, we contacted the owner and they recommended that we have the vehicle transferred to the dealership where we leased from as they have a body shop.  We called Westland Car care and requested that the vehicle be transferred.  We were told that they would not transfer the car until the bill was paid.  The collision repair shop offered to pay the tow charges once the vehicle was delivered.  We were told that the vehicle would be transferred on Tuesday...(two days in their storage now $$).  On Wednesday the collision shop called to inform us that they had not received the vehicle.  When my husband called to discuss this with the receptionist, she was confrontational.  My husband demanded to speak with a superior, he was placed on hold, when the operator returned she said your car will be there by 3 today and she hung up.  We made an appointment to discuss the leased vehicle for Saturday morning, we showed up and requested to remove our belongings from the vehicle.  We were told that the vehicle had still not arrived (3 more days of storage $$$).  Our collision repair shop called the tow company and spoke to another receptionist who said that the vehicle would be delivered before our repair shop closed at 3pm Saturday.  The vehicle was finally delivered at 4 p.m. on Monday-exactly one week after we requested that it be transferred to the repair shop (total of 9 days at the storage facility).  I called and spoke to the receptionist on Monday, she was very rude.  Placed me on hold for an extended period, would not allow me to speak with anyone other than her.  I finally threatened to come up to the shop.  While I was on my way there, the collision shop called to tell us that the car had finally arrived.  I cannot believe how this could have been allowed to happen by the management.  Although to be fair we never did get the chance to speak to the manager, we always were only in contact with the receptionist.  In addition to this post, I will be making a trip to the facility to personally file official complaints against the receptionists.  There was no reason the vehicle should have been held at their facility for that length of time, if there were an issue, they should have communicated that with us so that it could have been resolved instead of just holding the vehicle.  Unfortunately our city has a contract with them, FYI if you live in Westland and have an emergency, and its possible, call someone else to get your car.