when I made the appointment, I told them I need the car by 4pm. When I bring in my car at 9am and I told them I need it at 4pm. They all told me yes they will do it. It is only oil change and state inspection. It is new car. You don't need 9 hours to do the job. They start job on my car on 4pm. ANd then ....I miss my another appointment.