Hello Tynan, I would like to offer a brief response to this blog on behalf of Mercedes-Benz of Austin. We have no problem providing loaner cars to our customers for service or repairs in excess of two hours, however we can only hold cars 30 minutes past the scheduled appointment time. We then try to accommodate clients past that time. Regarding the length of time the car was in the shop it was probably waiting on special ordered parts. Unfortunately in some cases with older cars obtaining parts can take some time. We regret your windshield didn't get ordered and while this type of oversight isn't typical, apparently you received the replacement for free. I don't really have enough information to respond to your other concerns/frustrations but would be happy discuss those with you after we review our service file. We do truly care about our customers and work to exceed expectations. We welcome the opportunity to discuss your comments and hopefully change your opinion of us. My name is Jim McGuane and I can be reached at 406-3323 X-2248.