5 Hour to Authorise a Service

Unhappy with service, submitted a claim for my car to be serviced and got a claim number on the 11th August 2022. I took my car in this Morning to Car Service City here in PE at 7:30 and left the car there. They call me after 1pm saying that my Claim has't been authorised for them to go ahead with the service. Unfortunately they can't do anything to my car until they get the authorisation. I have been client of Motovaps for more than 3years for both my cars and i never experienced this service before. Now i have to review and see if i can't get any service plan somewhere else.