What happened to the exceptional Customer Service ...

What happened to the exceptional Customer Service that was at the Littleton Schomp? We took both Civics in for service the same day 30 minutes apart. We also had a scheduled drop-off appointment. It took 2 hours to service the 2013 (Oil, Filter, service check), but they couldn't find the 2015 Civic. Now it's almost 9:00 pm and we are still waiting for the second car. I don't mind waiting, if I know ahead of time and oh my, loosing my car, that is unacceptable! Turns out, it wasn't even logged in for service, now we have no digital tracking of when we brought it in or if service was actually completed. Ugh!