Arrived at 12:20 for a 12:30 appointment. KAra was polite and professional, advising me that the techniciens were at lunch till 12:30... that the work would take 60 minutes...For this reason, I chose to wait...At 1:30, I am advised that the technicians are backed up and that the work onmy car will be started..I complained that I should have been advised of that fact an hour ago..."sorry" was the response...Had I been advised,I would have left and returned for 1:30....I ended up waiting 2 hours..wasted my afternoon, .....the work was finished by 2:30, given keys by indifferent tall counter man...no apologies...no "thanks for patience"...etc... will only return for recall work....