Koons Tysons Chrysler Dodge Jeep Ram

On the morning of July 24th, I made an appointment for my Grand Cherokee for Wednesday July 26th [first available date] at 0930. I arrived on time, checked in, and was told by my service advisor that it would be a few hours before the technician/mechanic would be able to start servicing my vehicle. I had brought reading material, and made my way to the very nicely-appointed customer lounge. Every 90 minutes or so, the service advisor would let me know that the technician/mechanic was not quite ready to start on my vehicle. At 1:30PM [I had been there four (4) hours by then] he asked whether I wanted to continue to wait, noting that some technicians/mechanics start going off-duty at 2:30. I opted to wait; the technician/mechanic was able to get to the vehicle shortly thereafter and made the correct diagnosis, but couldn’t get the replacement part until the following day. While I was waiting, one customer remarked that he had been waiting two hours for an oil change. He also noted that the ASE annual convention was being held that week, and wondered if that could account for a shortage of technicians/mechanics. In summary: Taher [service advisor], Jorge/George [courtesy shuttle driver] and the technician/mechanic all performed flawlessly. My questions are for upper management: - Why was a technician/mechanic not available closer to the time of my scheduled appointment ? If in fact “the appointment time” was merely a show-up-and-check-in marker, why not let customers know about the anticipated duration of the appointment for service ? - Why do technicians/mechanics start leaving mid-afternoon when your website clearly states that the service department is open from 7AM to 9PM weekdays ? I trust this will be received and regarded as constructive criticism; in fact, I hesitate to use the word “criticism.” It is not.