I made an appointment rather than "wait" at a drop in establishment. After almost 2 hours, I asked why my oil change wasn't complete. Was told if non-appointment customers came in before my appointment time, they would work on those and I would just have to wait. Why make an appointment? Comment from service rep: "Do you think we just have a space for you to pull in when your appointment time comes (I was a few minutes early, by the way)?" My response to you as a provider of service is, "More or less, YES!" I should not have to wait that long for an oil change with an appointment. Would have been quicker to go to the "drop in" place which is much closer to home. I drove 30 minutes to get to your place, passing several other places on the way. I will not make this mistake again. So much for being a "valued customer." (NOTE: I had to reschedule another appointment that I had made for 10:45, allowing an hour and a half for a scheduled oil change and 30 minutes to drive to the next appointment, thinking that should be more than sufficient. It wasn't.