I called a day ahead of time to make an appointment for an oil change because I needed to get in and out in a hurry. I was very specific about it. They gave me an appointment for 9:30 am Saturday. I got there at 9:15 and checked in, reiterating that I was told it would be about 45 minutes wait for the oil change and that I needed to be out of there in that time. I sat down and began listening to the 3 people waiting ahead of me. Some had been there an hour already. I waited for an hour and those people were still there waiting too. I went up and asked the guy at the desk what was going on, they hadn't even brought my car into the service area yet. He said they were a "little" behind. The lady just before me had been there since 8 am and it was now after 10. I went back up at 10:15 and got the same response. They finally brought the car in the bay and it sat there for another 15 minutes and hadn't been touched. The guy at the desk came up to me and said it would be about 30 more minutes. They hadn't even begun to work on it yet. I got really irritated and he said it couldn't be helped, they were busy. There were walk ins that came in after me and they were being helped and leaving before me. I went back up to the desk and got in his face. The manager overheard my conversation and asked the guy what was going on. He said he was sorry and that he took these matters seriously and that he would get to the bottom of it. I told him I had made an appointment because I had to get this done and leave town. I asked him why make an appointment if it made absolutely no difference when they took the car in to work on it. He talked to the person who took the appointment and asked what happened. He told him he screwed up. That was it. Twenty minutes later they got started on my car and came in to tell me they would need to change out the oil filter on my car and that it would be extra. I understood that a standard oil change included an oil filter, but not here. I told him I wouldn't pay for antyhing else. He went back out and finally finished it up. He came in with my bill and they did not replace the oil filter and charged me $68.50 for an oil change that I had to wait for more than 2 hours to be completed. Then he said would I like to apply for a Firestone credit card and get special deals, blah, blah, blah and the manager came over and gave me a card for 15% off my "next " service. I told him he should have changed out the oil filter and given me 15% off "this" service for my inconvenience, but he just handed me the 15% off coupon and said he was sorry. He also asked me if I wanted to apply for the credit card and I said you have got to be kidding me. Needless to say, I was totally irritated and I will never go there again.