Firestone Complete Auto Care review: Six-hour wait for nothing!

Normally, I've had good experiences with Firestone. Today, was quite the exception. I dropped the car off at 8:30 for a 9:00 appointment at the Spokane, WA, location, 115 W 3rd Ave. Requested service included an oil change, tire rotation & alignment. This would normally be about a 2-hour service. Manager, Adam, explained that he was short-staffed & had only ONE tech on duty, who would be arriving at 9:00, but I wasn't worried because I had an appointment and should have been first up, so I headed off to a restaurant to await his call that the vehicle was done. After four hours, he still hadn't called with an update, so I called him to ask how close they were to completion. He said it should be ready in about 1.5 - 2.0 hours, so I continued to hang out. Yawn! At 3:00 p.m., 6-hours after my scheduled appointment, I showed up at the shop and ws told that they HADN'T EVEN TOUCHED MY CAR YET! Nothing! Nada! Nichts! Numerous questions came to mind. Was the shop so backed up that they still needed to complete vehicles from the previous day? Did the shop serve walk-in customers instead of honoring my appointment? Was the manager completely lacking in communication skills and/or ability to plan his work schedule with only one Tech available? I'll never know and I'll also never do business with this particular Firestone store again.