Disappointment in NMI Ford PMB

I am disappointed with NMI Ford PMB's shuttle service they offer. At my last service, I received a call at 15:50 to inform me that my car is available for collection and they arranged for me to get picked up at work. At 16:35 I had to call NMI Ford PMB to find out where the driver is and I was told that the driver moved on to the next customer because he could not get a hold of me. I had been standing outside my office with really good signal and I do not understand why the driver did not call NMI Ford PMB to let them know that they could not get a hold of me. The service agent helping me called back at 16:46 after speaking with her manager to arrange pick up of my vehicle the next day. I was still stuck at work and had to make my own arrangements to get home. Very dissapointing.