Bad service

I booked my car for service and I was told to arrive at 09:00. When I arrived, there was already a queue of people for the same purpose. Without explanation they asked us where we want to be dropped off. After 3 hours, I phoned the to ask how far my car was and they said it is way back on the queue and might be ready at 16:00. They also mentioned that they have already submitted a claim for the service, hence I can only collect when they done. Remind me again not to go there or advise anyone to go there.