Made an appointment for 9am to get a new key progr...

Made an appointment for 9am to get a new key programmed for my truck. Literally took 2 1/2 hours for the whole process to complete. When asked why it took so long, they said they did not start on it till after 10. What s the point of having an appointment then? Also no courtesy vehicles which is shocking when all the other dealerships around this one offer that... this place blows.