BAD BAD CUSTOMER SERVICE!!!!

My mother is on a service plan and as she is told and reminded when her next service is due for her vehicle as per the service was due she drove 80km very early in the morning as an abiding 68 Pensioner she drove to get her car serviced and dropped off her car at BATES MOTOR SHELLY BEACH, and went on with her business to run her errands at the closest mall, as the day progressed at 15:00PM still no call from the shuttle that was meant to pick her up, but ran to a family friend who gave her lift to the garage its now around 16:00PM she arrives and goes to admin office to check balance of her car but saw the mechanics and spoke to the but n o mention that her car has not been services and apparently the necessary equipment was not even bought to service her car and she only found out then, This is POOR POOR POOR customer service and especially for a vulendrable 68-year-old pensioner who still needs to drive about 80 -100 km in the dark hours of the night, she was then promised feedback but no one contacted her until she had to call and call for feed back , this incident happened on the 17/07/2023 and they eventually called on 26/07/2023 at 8 am that they will pick up car in an hours time so that should be 9;00am again they did not pitch my mother had to call and call as she wanted to go on with her day and they where not picking the phone only for them to arrive at 15:00pm afternoon, This is really uncalled for her to be treated with such poor manners she has never missed a payment on her installments and she pays extra for this service plan. THIS IS UNACCEPTABLE on all levels, really appalling.