Friendly but we had an appointment at 9am to do so...

Friendly but we had an appointment at 9am to do some very basic maintenance/services. Received call late in the day saying they are having trouble completing the services and would keep me updated. When I pressed it was clear they didn't even look at it until 2pm and they may give me a loaner car while they continued to look at it. What good is an appointment if the car sits for 5 hours before you even look at it and then you inconvenience your customer by telling them it won't be done today (for basic service) and not giving a good reason.