No Show: Roadside Assistance

Yesterday evening at 6pm, I logged a roadside assistance call out for a key lock issue. I waited outside and in the cold for over an hour without having contact and when I tried calling the co-ordinator, I was just told the technician is on the way. They couldn't tell me who or where they were coming from so, I had no idea how to plan for the situation. I decided to call my friend to collect me and sort out the issue later on. MiWay then called me as I was leaving, asking if the technician solved the problem. But nobody pitched or contacted me prior. When I arrived home at around 7:30pm, the technician phoned and said he will arrive in 45min. Was I meant to wait for 2 hours outside with no contact? Really a bad experience, considering I've been a loyal client for 12 years and rarely ever use this service. You're lucky I'm not giving a 1-star review. You should receive what you pay for.