Poor Customer Service

I was booked for a Avis Vehicle through my insurance . I had to collect the vehicle from AVIS CBD in Pretoria at 15h00, as .there were no vehicles available until 15h00. I arrived on time to find 8 people in the que before me with only 2 people assisting behind the counter with 4 others seemingly doing nothing going in and out of a office with the door closed but each time it opened there was laughter and chatter coming from the office. No effort was made by anyone to assist the people in the que or offer any form of communication as to what the delay was. After an hour of waiting I raised my unhappiness wanting to speak to a manager ....who was not available ? The other customers also started complaining and raising their issues . I eventually got out of there by 17h00 with the person that helped me saying it was due to covid , layoffs and no stock on cars ! Honestly not a pleasant experience