Below Poor Customer Service

Took in my bakkie this morning for a service, got a call around 14:00 for the quotation, was also told around 16:30 they would be done, left home at 15:00 because of the mode of transport I was gonna use, not knowing what is happening on the streets got stuck in traffic for over 30 mins, so I tried calling the guy that I was in contact with to inform him that I will be a bit later because I am held up in traffic. Long story short I told them in the morning that I will need the car back today because I use it for work, however the bakkie is locked up in the premises could not get it , now I will lose a day's work. For someone who took the bakkie there for the first time, the customer service was below poor.