Aloha Mr. Madison, thank you very much for your feedback. We were able to verify the 3pm Waiting appointment that was booked online and then when the services was cancelled by you at 4:19pm (1 hour 19 minutes after dropped off). Invoice was closed at 4:21pm. Please note, our online appointment tool gives the completion time of up to 2.5 hours with a waiting appointment (this is shown on the online appointment tool and is email with the confirmation emails). Our goal is to finish ASAP but delays happen and the work can get backed up (thus the 2.5 hours completion time). Our team states we likely would have made the time (or very close to it) if the vehicle was left with us. Our shop tends be remain very busy, thus our racks are always full. When a waiting appointment customer arrives, our goal is to get their vehicle on the next rack for that service. Sometimes the work gets backed up due to drain plug issues, lights needed to changed, filters needing to be change etc. We do our best to help customer to have the proper expectation for our workflow. Our oil change page on LexBrodies.com highlights we are not a Quick Lube shop rather a shop whose core service are tires, alignments, brakes suspension and safety checks that has added the oil change service after customers strongly requested, we do so. We truly apologize for the frustrating experience and wish you all the best!