Service Experience Horrible

I write this with so much disappointment with this brand and place. I have a Toyota Yaris 2008 model. I booked my car for service 31/01/2025. I have always booked Melrose Toyota since Lyndhurst Toyota closed, I think in 2010 or 2011. I have always loved taking my car to Melrose because I got good service and loved that they had a drop-off and pick-up service. Today after 14 odd years I have had a problem. One: the driver of the shuttle tells when in the car that they don't go to my area, or they are not allowed to go to my area. After 14 to 15 years of this service I had never been told, they don't go to my area. Nevertheless, he takes me to my place and says that he will pick me up too. Two: I always get calls during the day about what is the progress, all stages of where is the car in terms of service and car wash etc. Today only one call at 14:30. Then she keeps quiet and says nothing. Until I call at 17:00 to find out what is happening. 17:00 in the evening. She then calls me back and says that they are done and a driver will come pick me up. 30 minutes later she calls me back and tells, not ask me, tells me I should come get my car in the morning as the drive is late and will not be able to pick me up. When I complain that they could have told me this earlier since I was the one who reached out first, then makes an excuse again saying they not even supposed to come to my area. I have an elderly mother and a two kids that I must drop off to school and pick up. No empathy and accountability at all that this was a fault on their side. The fact that I have been servicing my car there for more than 10 years, they have all my details, send me sms when I am due for a service. However today or last Friday, they forgot to notify me that they no longer come to my area when I made the booking so I can make other arrangements or take the car somewhere else. With a condescending tone to show that she does not care at all. I had to make arrangement of how I get the kids today. Now at 17:30 to 18:00, I have to make arrangements for the morning too. At whose costs are all these arrangements made for extra transportation while I have a car stuck at Toyota because of lack of accountability and communication. No care at all that I have to be at work at well, tells me the driver will pick me up after 10:00 in the morning. Oh when I made the booking, the woman asks me what are the kilometers, I tell her and she says no there is no such a service. I tell her I can't wait for those kilometer the year has past and I must get the service. I am really convinced that Toyota Melrose has changed staff because I have never received such terrible service and the experience was so horrible. This year's 2025 experience has been so poor that I have come to a decision that I thought I will make in the next three years. And that is to say good bye Toyota. I guess there comes a time to say good bye. Toyota South Africa, you have lost a long standing customer. I am still in shock writing this message.