AUDI do not care about clients

Took my car for a 90k service, they confirmed they need to replace the clutch, but they needed to rebook my car, I told them I need to have a loan car, they told me no problem, rebooked my car for 2 Dec, got there no loan car, they told me they will leave the job card open and contact me the next week , 2 weeks later still no call, I logged a complaint with AUDI SA when they contacted me they confirm that there was no job card and no knowledge to contact me, now I have to take my car to them again to confirm that it should be booked for a clutch and the question on 'who will be kept liable if the clutch packs up whilst on a trip to CPT\ thx AUDI