We took our Subaru Outback in for Express Service, arriving at about 3p. The service rep warned us that we might have the car back by 5:30. So, we stuck it out, but left on errands. We came back at about 5:15, and sat in the waiting area until the lights were shut off at 5:30.
The service was not express (by my definition), and, in this case, we were left hanging by the service department. I don't expect a phone call, but I also don't expect to be left hanging, without any notification that the car was ready.