Lack of Empathy - Bidvest McCarthy Renault Pietermaritzburg

My husband booked a service for our Renault sandero stepway, for today 3/08/2023. We arrived at Renault at 9am, as when booking no time was specified. My husband was told to bring the car closer, by one of the employees. Whilst he was doing this another employee was so rude and abrupt with me saying there close off time for taking vehicles in for a service is 8.30am. I went outside to my husband, who was then talking to this employee and I asked him if he had told my husband there cut off time is 8.30 am. The employee then quickly back tracked and stated he was not aware we were traveling from so far. Nevertheless they took the car and we left, to keep ourselves and our 2 small kids busy as the cars being serviced. We return to Renault just before 2pm, just to be told by this rude employee that they have NOT even started with our cars service. We sit and we wait and our kids are restless. We could not go anywhere as we live 2hours away from pmb.The same employee states we number 19 in the que after my husband asked. How will they service our car when it's so far down the que. My husband then said he would like our car back and they can leave the service. Then the employee said to my husband no they finishing 1 more then they will start ours. (Funny how fast our car went from number 19 in the que to number 2) We took our car and we left. I did contact the complaints department and laid a complaint. Later this afternoon we were contacted by Renault pmb principal dealer who claims disciplinary action has been taken against that employee. He then offered to fetch our vehicle in Howick as we are moving there and service the car and return. And let me add the principal dealer offered to put some petrol in our car. We appreciate his attempt in resolving this matter BUT it's not good enough. And here's why, firstly todays treatment we received was not on and I won't stand for it at all. We are customers but even more we are humans. We traveled far for this service as the car needed a service, we moving and we have far travel commitments. Secondly we put in leave from our jobs for this service which was an entire day wasted. We wasted our time waiting for nothing and then lastly our petrol for a pointless trip. Now the principal dealer wants us to trust them Renault pmb to drive our car, service it and return it? Forget it. If you can treat us like dirt before I laid the complaint, how will you treat our vehicle when we not around to see? We wanted to upgrade with Renault at the end of the year. It saddens me to say this but due to rude employees we will NEVER buy a renault ever again. I hope that Renault South Africa sees this complaint and takes it seriously as there is a huge problem with the Pietermaritzburg branch and you WILL lose customers due to your employees. Please go look at the google reviews how unhappy customers really have been. I will make sure I tell everyone I come into contact with what happened to us today. The sooner we can move away from Renault the better and it is such a pity as the vehicle itself is an outstanding car but due to customer service we now have a very bitter taste.