Champion Buick GMC

Where do I start? I scheduled the appointment from the MyChevy app 4 days prior, for 12pm. I never received a confirmation e-mail, and the app didn't give any info either. I called both Howell, and Brighton Champions around 9:30 to confirm. Neither had me in their system. At 10:00, I went on the app, and it said they had openings for Brighton were listed, starting at 10:30. Perfect. Scheduled for 12, and headed up. I was over 15 minutes early to my appointment. I got signed in, and just as we were getting up to go into the waiting room, he told me it would be an hour and a half. I told him I may not be able to get my oil change done then, because typically they're about an hour, and I had an appt at 1:30 for my daughter in Howell. I was advised that he'd let me know around 1, and if it wasn't done, they would have a courtesy shuttle take us to our appt. 1pm came and went. at 1:08 I texted the number that was sent if I needed anything, asking about my truck. No response. I had to go out and hunt him down. I could see my truck in the bay....He was with a customer. I had to flag someone else down for assistance. When I say flag.... they were all sitting at the desks, so it was unbelievably uncomfortable having to explain my situation to not only the 2 employees in that section, but also, to all of the other customers, along with the guy that helped me out, because its just a bit open area. He told me my truck was no where near ready. Thats just great. I should have left at 1:10 to make the appointment in time. By time the courtesy guy came, we were already late. Her appointment was really short, so by time the courtesy driver got back, he had to head out again to get us. Which left us sitting at the place for over 30 minutes, waiting and watching from inside because it was also extremely hot. When we returned, I went to the customer service window, which I've learned, they're useless. They sent me back out to find someone, then sent me back in to pay, then I had to go back out and find the guy again, just to get my keys to get out of there. THEN after I'm already frustrated and just want to leave, he comes out and asks me if I want my truck washed..... Why wasn't this done in the 3 HOURS you had my truck?! You guys were busy... I get it... but COME ON! Here's the problem, well a whole slew of them actually. 1. It should NOT have taken 3 hours for an oil change, when I could have paid less somewhere else and been done in 15 minutes. 2. Why is GM allowing people to book appointments when you are ALREADY having issues with time? What got me... was when I first got in, I was told how precious my time was to you guys, and how you were going to get it done as fast as possible because our time is important to you. You get all signed in and thats when they give the final blow.... "we're busy today, so it may take longer than usual." Clearly MY time isn't as important as all that money you're bringing in. The service here was by far the worst I've ever dealt with at a dealership. Another issue. Put a podium up and have them stand there, that way we KNOW where to go when we go in, and we don't HAVE to attempt to flag down someone that's already busy. Employees were sitting at their desks, while I'm walking around looking for someone to help me. Next issue - I should be able to go to the service counter and get information. They all looked at me like they were clueless, and sent me back out to deal with the issue myself. What are they there for? if my truck WAS done, why didn't they have the paperwork and keys ready for me? The worst part of this whole situation was.... My birthday was on Saturday. I had planned to take my daughter out for a Mommy & me day because its been a VERY rough summer for her. She is Autistic, has ADHD and sensory processing disorder. So to be honest, the fact that she didn't have a meltdown in your waiting room because of this fiasco is a miracle. We had plans for other things too, but by then, we had both just had it. The shuffling around, the choas, all of it, literally ruined our day. I'm supposed to have you guys order the chip for my steering wheel, and come in for installation but honestly.... I don't know if I'll be back.