Poor service know by management

I booked my wife's car for service and I was there before 08:00 in the morning as requested. A young lady welcomed me and assessed my car and said they will call me should they need anything so I left the car. I never received a call I ended up phoning the workshop myself at 12:00 midday and the white lady said she will phone me after 5min as they are still trying to confirm if the car is still under the service plan but I waited till I phoned around 14:00. I was told they still waiting for ford to give them authorization but I was never informed. I phoned again at 15:00 but nothing was done, again at 16:00 nothing was done on the car, remember the lady doesn't even make the effort to call me I'm making those calls. I made noise till they attended the car but the lady blamed it one the new lady. Finally my car was serviced and I had to wait till 17:00 and my car was not even washed. Cherry on top the service book was never stepped and my wife is 245km away from me with the car and the book. Now I have to ask for another day at work and drive to my wife to get the service book as she cannot drive due to pregnancy and drive to Ford and back. Service Mngr saw me and just looked at me