Bad service

Took my car for service that I booked LAST week. Was there at 7h00 with no-one from service department on duty!! They phoned me now at 14h05 to tell me they have NOT started the service AND that my service plan expired in February this year. Why did no one inform me??? I complained about gear box with lasr service, They advised they need to replace a part which they don;t have in stock. If I new about service plan I would have not inconvenience myself ask for lifts, time off at work. The Service is ********** to say the least!!! Now I need to pay for a service whick I was not prepared for. So my car have been there since 7h00 and NOTHING done except a phone call at 14h00??