Why Jaguar procedures have changed toward certain customers?

My car a 2010 Jaguar XF 4.2 was brought in for a recall of a defect in the
gas tank.  The appointment was for 11:00 a.m.  When I got there Michelle
told me that the car would not be going in right now but to find me a place to  
go on the East Bank.  So, I did.  Then I informed her that the letter stated
that if it was over an hour then Jaguar would pay for accommodation.  Then
Ms. Michelle told that she had a loner and told me to wait until 1:30 pm.  
After the driver came back and got my husband and me, she told me that my
car was too old for a loner but this was not what was told to me.  It was
something to 4 p.m. when my car was finished and we stated at the dealer
all that time.  Yesterday, we found out that the battery was not secure in my
car and batter cable was not tighten enough.  The battery was secure when I
bought the car to the dealer and cables was tighten.  My car stopped
whereas I had to charge my battery and quiet inconvenient.  This work was
slopped and have no trust in Jaguar anymore.  What type of place are you
running.  The service was outstanding before but now very poor.  My number
is 504-347-6219.