Terrible service from BMW Northcliff

I have received the worst service from BMW Northcliff, i called on Thursday the 28th Sept to arrange for the car to be serviced Monday. 7:30 i was at BMW, the lady (Bianca) promised she will call the insurance company to get authorization. by 15:00 Bianca is still to call my insurance company get authorization, the only feedback receive is that i will get the car the next day.

i dont understand how i can bring the car for service at 8am in the morning and only get it the next day.

Now i have to arrange transport to get back home and come back the next day.