I arrived 10 minutes before the time I believed to be booked online for the oil change I needed. The service adviser area was empty and I had fast.and professional interactions with them. I went to wait in the lounge. Two hours later - my simple oil change was done. TWO hours. Nobody came to mention why it took so long. When I called back the service manager was very polite and helpful, and offered me a free oil change next time, which I have accepted. However, my husband called the adviser who danced about with many things that made no sense. All that needed to be done to improve my experience was someone saying to me - Mrs. Russell -this oil change is behind and would you like to continue to wait.