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I made a reservation for Dec 30, 2019 at 3pm to have an oil change performed. I showed up at 2:10pm, early for my appt, to find a pretty busy waiting room. On the wall, there was a screen that indicated that I was the next appt coming in. After Steve Horne attended to two people in front of me, now about 2:30pm, I indicated that I was his next appt for 3pm. He wrote me up, I gave him my keys, and I told him not to do the tire rotation. So the only item I was there for was a simple oil change. I went back to the waiting room where I proceeded to do some work on my laptop. As I am sitting in front of the bay window working on my laptop, my vehicle pulls into the center bay. It’s now 3:34pm according to my in-car dash cam. Time passes by… it’s now 4:15. The oil hasn’t even been drained out of my vehicle… but it’s up on the lift. By this time, I’m starting to fume. A 20 minute oil change is WAAAAY late and not a single person is working on my vehicle. In fact, they pull ANOTHER vehicle in on the far bay. All the while, my vehicle sits up in the air. For a simple oil change… Where is the Service Manager to be found you ask? Certainly, he’s keeping a watchful eye out for his customers. No, I find him in the office eating a sandwich. It’s now 4:20pm and I am demanding my car back. Steve runs into the shop area and says something to get some attention. I open the shop door and tell them that I just want my vehicle back. I mean, what’s the point of making appointments when CLEARLY there’s no attempt to keep them or prioritize them. This is for an oil change that should have taken 20 minutes. You took my car keys almost 2 hours ago and you haven’t even drained the oil out of my vehicle. As I am packing up my laptop, the technician walks over to the window where I am sitting and asks me if I can wait 10 minutes and he’ll finish it. REALLY?!?!?!? Now I’m even MORE angry. I’ve been there since 2:10, it’s now 4:20, and NOW it’ll take 10 minutes?!?!?!? I told the tech to give me my vehicle back and I told Steve that I’d never come back here ever again. You have a clueless Service Manager that isn’t watching his workload, techs that are not focused on getting things done in an appropriate time frame (also what the Service Manager should be directing), and a lackadaisical attitude toward your customers. NEVER AGAIN.