Shawna, I am very sorry about the wait, we are a busy shop and always put the quality of our service before speed. You were charged for a standard oil change and paid for 18 minutes of labor but I believe the issue is how long your wait was and its 100% a communication issue on our part and its a constant battle that we are working to perfect. Shop time on vehicles is unknown due to issues with parts and lots of other variables so we try to have vehicles dropped off for the day and plug away at them in order of priority. This helps us be proficient in our services. We have a fleet of loaner vehicles to help take any stress off of the shop and they are free to customers when scheduled for use for even something like an oil change. (only requirement is to be an existing customer) which you hopefully now are!