Disgruntled and Flabbergasted

I am flabbergasted, upset and motified with the lack of honest communication that I experienced at your dealership, and based on some of the reviews below it's not acceptable that customers are treated this way.

On Thursday, 16 January 2025, I contacted the Service Call Centre to book my vehicle for a 90,000km service. The booking was confirmed for Tuesday, 21 January 2025, which I accepted. Today, my driver dropped off the vehicle as scheduled. During the morning, I received two calls: The first call requested permission to replace a rear light bulb on the number plate, which I declined. The second call requested permission for a wheel alignment and balancing, which I also declined. At 13:34, I was informed by the dealership that the vehicle was ready for collection. I notified my driver accordingly. However, at 14:43, my driver informed me that the vehicle could not be collected because payment was required, as the vehicle was no longer under the service/maintenance plan. This was a complete surprise to me, as I had not been informed of this crucial detail in advance. When I contacted the dealership for clarity, I raised the following concerns: 1. Why was I not informed—via SMS, WhatsApp, or a call—that the maintenance plan had expired prior to the service appointment? 2. Why was I not contacted before the service began to confirm the costs and approve or decline the work? Had I been made aware of these details, I would have postponed the service to a later date when I could make the necessary financial arrangements. I just want to make it clear that I DO NOT have a problem with the vehicle being out service plan, I have an issue on how this was handled to ensure that, I as a customer am completely aware of the costs involved upfront in order to make an informed decision. I requested that this matter be escalated to the dealership manager but was informed the manager was in a meeting and would revert after the meeting. Despite this assurance, I later received a call at 16:44 stating that the manager had inexplicably left without addressing my concerns. This dismissive response only compounded my frustration and left me feeling ambushed and disregarded. Additionally, the representative offered a discount on parts replacement—details of which were not provided—but I declined as I was never informed about what was replaced, the costs involved, or the overall service costs and was not going to pay for a service that I did not approve.