Poor service - Good car

It took me close to 1 hour to leave my 5-series BMW for a routine service at Eastview BMW in Nelspruit. This was after booking the car for a service a few days before. When I asked why it takes so long, I was told they had to confirm my details and there was a long queue. Can't my details be confirmed when they called me to remind me of the appointment? I did arrive at the time they suggested. This is the second time this has happened. Surely, 5 minutes should be enough to drop off a car for a routine service, when a booking has been made?<br> If no improvement, my next vehicle will definitely NOT be a BMW!