Wow. Just wow. I came I for the scheduled maintenance that was part of the purchase price for my new Scion. I made an "appointment" for 10 am. "Appointment" is in quotation marks because the Service Department does not use the word in it's usual meaning. I was told that it be an hour and 45 minutes to complete. I thought that was weird, but like the rest of the sheep who patronize this horrible place, I just went to the waiting area.
After two hours, I tracked down "my" service rep. It took a while to find her. (Maybe she was having lunch. I'm not.) She told me that it would still be 20 to 30 minutes. So I asked her why we even made appointments. She said something about it not being a matter of time, it's just how busy they are. Of course, that was no answer. But I didn't want to argue -- why? I'm sure she didn't create the system.
While I've been waiting, the service rep told me that the delay is because someone got hurt and had to be taken to the ER. Well, I guess that explains the ADDITIONAL time, but it doesn't explain why it takes an hour and 45 minutes to do an oil change, when one has made an appointment.
Bottom line, I'm going to try another dealer for the next scheduled maintenance.