Bidvest car rental - downgraded to very poor service

I arrived at Bidvest 10:33 (24/07/2018- JHB) still waiting , have been told no vehicles availiable ! I must wait for car - unbelievably poor service it’s now 11:10 and no sign of my car ordered well in advance !!!!! Tshepho Has advised I can down grade if want faster - suggest I upgrade to another service provider