Your organization needs to train your associates to respond to your customer demands.
On 04/23/2018 I stopped to change the tires I needed for my car and I was informed that the waiting time was "one hour (1 hour) " I ended been there for 2:40 hours.
At the time that I got to there there was but two cars ahead of me and I seen more than two cars leaving the store.
My time as every else's is valuable and if the person in charge of the store informs me 1 hour I will understand even if that person would inform me 3:1/2 hours, after that is been sharing with me I will make the call to either wait or take off and come back any other day.
We should have respect for people time schedules with true reality but not by providing them with negative information.