Waited 3 hours for a car

On 2015/02/24, I booked and paid for a car online - I selected the drop off as Palm Park Hotel (Lephalale) and my booking was accepted (reservation 2***-ZA-6 ). I had stated the pick up time as 13:30, I got to the Budget offices at about 13:45 and I was told they do not have any cars at all, they were not aware of my booking. I was told that there was a car that had gone for service and I had to wait for it. The car only arrived at 16:50 meaning that I sat at the Budget offices for 3 hours waiting for the car and this is the time I would have used to travel to Pretoria and meet with a client at 6. As a result, I only got to Pretoria after 20:00 and subsequently had to deal with an irate client.