Initial wait to have a service rep greet and ackno...

Initial wait to have a service rep greet and acknowledge me was 20 minutes but afterwards they were like clockwork. Great service on the follow thru.
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I scheduled a Sat morn appt for an oil change and even received an early AM call for confirmation. But when I arrived, I was told I would have to wait 2.5 hrs, they were really busy and this was the norm. Why even bother scheduling appt and calling me for confirmation if Service dept won't honor the commitment? If I'm told first come, first served I can understand/respect...I don't appreciate being misled.