I booked an appointment for a simple emission test...

I booked an appointment for a simple emission test at 12. When I arrived it took me about 20min to get a service rep. Turns out there is only one person who can do emission test and he is on lunch break. I m not sure why this dealership schedule me in for 12 when the guy is on break, and why is there only one person who can perform emission test, on this huge dealership? Very disappointed on my first visit here. I don't think I would bring my car in for more complicated work, when it can not even get a handle on their scheduling system.