Had a reserved car service appointment- was told i...

Had a reserved car service appointment- was told it would take 90-120 min. Leave work early, check in 20 min early, tell the service rep I do need to leave in 2 hours to pick up my kids. 1hr 45 min later I text to see what is the status, no response. 2 hours in go find the rep who goes back to check. Comes back to tell me my car is next. So after 2 hours waiting they hadn t started the needed 2 hour service on my car.
I appreciate that things can get busy but communication and updates would have been nice.
Now I still need another time to take off work and get this service done.