Is Polestar service always this bad?

Had my '21 P2 PPP towed to the nearest service center (3hrs away). It arrived at 11am yesterday and at 4:15pm I was given a reservation number to pick up a loaner/rental from a Hertz location 30 minutes away that closed at 5pm.

Grabbed an uber and booked it across town to be told that the only vehicle they had available was a P2 at 2% batter that had just been returned and hadn't been cleaned. The nearest fast charger is about 15miles from the hertz location, so I definitely wouldn't have made it. The hertz staff had it on a level 1 charger, so waiting after they closed, by myself, in a sketchy part of town after dark wasn't going to happen.

I declined the car, grabbed an uber home and called support, who has been unable to resolve the issue. Considering what they charge for these cars, I expected better. I talked to Support before requesting the tow and they assured me it would be a hassle-free process.

Narrator: It wasn't.