I really hate having to publicly criticize anyone/...

I really hate having to publicly criticize anyone/anything; however I can't help but do just that regarding my experience with Toyota of Seattle. I took my Tacoma in for a 60k service. The guy I was stuck with, Matt, was obviously not going to win any customer service awards, but that's fine, I didn't need him to be super friendly. I dropped my truck off at 11 and was told that it would probably be done by 4pm, I sensed it might not though so I offered to arrive later - at 5 pm. Matt said that would be great and that there would be "no problem" in picking it up then, and that he'd probably call me earlier because it would most likely be done well before then. I didn't hear from Matt so gave them a call at 4:45. The customer service gal put me on hold while she went to ask Matt about it because it wasn't ready yet; then the call mysteriously dropped. I called back and was disconnected again (i was calling from my office phone, so it wasn't a matter of whether or not I didn't have service). I called a third time, got a different gal, who had to look me up again, and put me on hold while she went to go talk to Matt. She came back to tell me that he'd give me a call back he's just on the other line. At 5:30 - more than 30 minutes after he was supposed to give me a call back, and 30 minutes after it would be the latest my car would have been done with no problems, i still hadn't heard back so I gave another call. I was put on hold again for a few minutes and when the gal got back on the phone she told me it should be another hour. I told her that I was told it would be done no later than 5 pm with no issue in hitting that mark. She said yeah he's been dealing with his customers today. I thought that was a bit ridiculous considering i was a customer too. She didn't say anything back to that. I also said, i really just would have appreciated a phone call to tell me it would be an hour and half late, but instead i've been waiting after work for more than two hours. I could have planned for this. Again, no apologies or response. I picked it up at 6:45 (nearly two hours after i was guaranteed it would be done). No apologies from Matt. He also didn't go over the service at all. Instead just told me I had a tear in one of my axle wheel covers (I don't remember the right verbiage), and that it would cost nearly $500 bucks to repair. It's not the fact that this replacement is needed, but the fact that Matt had me two hours late, had to cancel plans i had for the night, didn't hear anything about my service other than more business they wanted from me, and with not one apology or consolation. It was just really poor service all around. Again, I NEVER write bad reviews, but these guys were just BAD all around. It's unfortunate, as I'm sure there are a lot of great employees there, but I didn't see it.