I’ve always booked a courtesy car, since the dealers are always a 70+ mile round trip. Never been an issue till I used Arnold Clark in Aberdeen for a Kia service (the usual closer dealer had no slots for ages and the 10k service was due -silly interval! – as well as an impending 1500 mile trip so really needed it done). Booked a car, turned up 8.30am on the day for a service and the recall battery coolant change. Only to be told they had no record of a car booking, no cars available, please go away as we don’t know when during the day we will get to your car. Car was ready at 4.45pm, unwashed.
No apology, no assistance & no car. Luckily I an the named driver, not the disabled recipient, so a long walk to the bus station (and reverse at the end of the day).
As I was leaving, there was a lady customer getting the same “you didn’t book it…yes I did…the computer says no…argument.
I did have an issue at a Citroen dealer once, back in 2017, three of their courtesy cars were damaged overnight. They simply put me in a demonstrator for the day, simple, no hassle and bonus of a better car than their usual base model courtesy car.
In life, it's not who you know that's important, it's how your wife found out.