Terrible service

When I booked my car in, I was told it would be a 2 and a half hour wait. After 2 and a half hours I came back and they have barely started on my car. I was told to come back in another half hour. I went back after 3.15 hours. Still not done. The manager then shrugged her shoulders and told me there is nothing she can do and refused to give me the name or number of the owner of the business. She also refused to give me a refund. Pathetic service and a terrible attitude from the manager.