Made appointment at 1120am for 45k service and est...

Made appointment at 1120am for 45k service and estimate time was 2 hours 30mins. I decided not to take a loaner because didn't seem to long and tons of place to eat and hangout near by. Car was finish at 330pm and I paid through online system but I wasn't notify the process of picking up the car. 4pm finally told them that I paid online I'm ready to pickup. I spoke with my shuttle that they have roughly 20 walk ins. Do appointments matter anymore? Staff is not very helpful. 430pm asked again to pickup my car finally got it back. Will not be doing anymore service at this location.