Service falls from hero to zero at Eastvaal Toyota

I have been servicing my Toyota over the last three years at this dealership. In the beginning, the service was great, the recptionists were friendly and my vehicle was always clean and ready with collection. I would receive the following service, 1) call to make an appointment always pronto, - now you can't get through to the workshop. 2) receive a message indicating the date and person's name attending to the service, - still active 3) Day before the service receive a message to remind you of the service. - Not active anymore. 4) receive a call when vehicle is ready for collection. - not active anymore. 5) receive a clean vehicle after every service. not being done anymore. 6) Receive a call from after services (call centre) call to indicate the service. Not activated anymore.

Thus, I received a dirty vehicle and the workshop manager and attendant laughed at the scenario, indicating that the cleaning guys are taking chances. They offered a free wash the next week. So, where did the service excellence go?