Strange Service Booking

I took in my car to Ford Claremont [BSI Jobcard No. FO002238] for an oil leak fix at 07.00 on Thursday 29 Dec [which had been estimated to take 4-6 hours; which meant it could be look at probably be fixed the same day]. I followed up the following day [Friday 30 December]; the vehicle had not been worked on, but they had time to inspect the car and quote me on things I did not bring in the car for. Since it was a new year, my car was going to be at the dealership until the 3rd of Jan which is a total of 6 days [ie Thurs, Fri, Sat, Sun, Mon and Tues]; so I requested for a courtesy car; and when I realised they were not going to give me one, I requested that they put back my car [I suspected they hadn't started working on it and because it is still drivable], so that I can have it for the new year weekend and then bring it back on the 3rd of January.

On the 3rd of January, at 07.00, I brought my car back to them again, for the 6 hour jobby. And today, the 6th at 12 mid day [ie 4 working days after the 2nd time I brought it in [a total of 6 working days, a total of 10 days from the initial booking]], since they don't give courtesy cars, I requested that they put together my car [again]; only to hear that I can come fetch it immediately [stripping they said should take 4-6 hours, so does putting it together]; meaning they had not started working on it. The car has bird droppings and tree leaves, meaning after they washed it the day I left it, it was parked, and never moved.

We have been trying to make sense of the whole experience; it actually is 2 issues

1. the issue about the courtesy car

It was refused twice [the 1st time I took the car home, the service agent was adamant that I will not get a courtesy car when I bring back the car after new year]; because I know it is standard practice with Ford, if service is going to take more than 2 days, the client is OFFERED a courtesy car

The 1st time I would understand, because it was a long weekend, so the risk of abuse of the courtesy car, they might not offer one. But the 2nd time was a normal weekend [and my car was with them for 4 working days, the 2nd time around]

2. The service

Was it that they have see some clients as more special, because surely a car can not be sitting service for 6 days, and no one touches it

Was it about money; because the majority of the cars are still under warranty; maybe the dealership get more money for each car. Since mine is out of warranty, and paying cash, they do not get more; maybe explains why they were quick to quote me on other stuff, so as to increase the bill. [just to note: If it were other brands, I would earn loyalty points for brand loyalty, 7 years with the same car]

3. Booking for a service means someone would have planned their stuff [because its quieter during the xmas/new year period; and that is why I wasn't fussy about a courtesy car when they denied me one]; and then my car just being left there means I will have to book again, and the dealerships have a waiting period of 2 weeks. It means I am *****ed for the entire month

Maybe Ford have a better explanation to this experience