Battlefield Ford

I called and scheduled an OIL CHANGE for a Sat at 10:00am. After I made the appointment I received an email confirmation. They had scheduled it for sunday. I had to call back to let them know and have them schedule it correctly. I was told that the service would take about 1 hr to 1hr-15 min b/c they can run behind on a Sat. I arrived about 10 min early and checked in. I was told that I was scheduled for "The Works", not an oil change as I had requested when I called. No one on phone mentions the works or anything. So I agreed to have it done. I sat for 1 1/2 hours and someone came out to let me know that it was complete and that I need to consider having 2 things done. I let him know I was pressed for time and that I needed to be somewhere in 10 min. He stated that was fine he would let them know to bring it out front for me. I waited 20 min and then I went to ask what the deal was as I was late for my sisters baby shower, and if I needed to call someone to pick me up so I would not miss the whole thing. He went back and spoke to someone. When he came back out he stated he was sorry and that the tech got caught up talking to another tech and would be bringing it out for me. I wonder how much longer I would have sat if I did not say something. I was extremely angry. what kind of customer service is that. I will not be returning for service there ever again.