Awful management and customer service

I've been at this place once. The first time my experience was okay. However, my most recent experience with them was awful. I made a booking using a coupon from Wikideals. My appointment was for 20 August. On 20 August my car broke down unfortunately due to my battery that packed up. I phoned to inform them of this emergency, but they asked me to reschedule and pay a penalty of R150 per person, so that would be an extra R300. This was the first time I heard of the R150 penalty fee. Coco Vogue told me that it is in the terms and conditions, which it isn't. I kindly asked them to reschedule it for free as it was an unforeseen circumstance. The receptionist said she would refer the matter to her manager. On 30 August, I still hadn't heard anything from them so I contacted them again. They persisted that I pay R150 per person to reschedule. I then sent them the proof of payment of the battery I bought on 20 August. On the proof of payment you can clearly see the date and time which would confirm my emergency. Instead of accommodating me and rescheduling it for free, which would be good practice, they have now ruined my relationship with them and have left a very bad taste in my mouth. Very bad customer service and awful management. I wish I could give zero stars. This is not how you keep customers happy.