Poor Service

I was at the testing station yesterday at 07:30 am and was attended at around 08:30, after paying for an inspection I was informed that the system is offline I must leave my car there use an Uber to work and I should come back at 13:00. Since I've noticed the lack of professionalism I then phoned before I could go to check if my car is ready. I was then informed it's only getting booked I should come at 14:30 I gave them an extra hour and went at 15:30 still my car was not done I have to wait until 16:45. Since I was in a rush to get back to work I didn't check the report only to find out that they didn't add the model number of my car I now have to go back there since they are not answering phones. Please advise as to who can I escalate this with, 1. I used money to uber to work and back when I should have used my car since no work was done. I was number 4 on the register but had to wait until 16:45 for my car do be done. Which means from 08:00 till 14:30 they've worked only on 3 clients? I had to go somewhere yesterday I couldn't because I was held up. Is this the kind of service you guys give? Not caring about clients?