It is completely normal. You should never assume that when you have an appointment, it means they will start looking at your car at that time. It means that is the time you should drop off the car, and arrange a ride outta there!

You are right about them being rude by not telling you, but they probably just assumed everyone knows the deal. They shouldn't.

I too used to think the same thing when I made an appointment at Spartanburg Dodge for my Vipers. All those Neons and PT Cruisers would be pushed aside and the Viper would be given top priority! Nope.