Clearly, this staff needs to learn what the definition of an "appointment" is.
I had a ten am appointment for an oil change and at 10:30 they hadn't even made a move towards my car. AND started on two cars that came in AFTER me. Yet, I was being unreasonable when I asked how much longer it would be. He said, and I quote, "This isn't Jiffy Lube. We have 45 minutes to an hour to service your vehicle" Well, great. My appointment was 30 minutes ago, I even got here early. Does this mean I'll be done in the next 15-30 minutes? "We have 45 minutes to an hour to service your vehicle." YOU HAVE ALREADY USED THIRTY OF THEM!
45 minutes to an hour is not unreasonable, IF THE WORK WAS STARTED WITHIN FIFTEEN MINUTES OF MY APPOINTMENT TIME!
Why bother with appointments if you're not going to respect my time and honor the appointment?