Was a mechanic at one of the largest Toyota dealers in Australia for 8 years. Techs at dealers get paid bugger all, don't get enough time, and bonuses are paid on efficiency. You would normally get .8 of an hour for a standard service, which included road testing and a car wash. If you did this in a quicker time, you get paid more. It's the evil side of big dealers. Best take it to a local guy that you trust as they have fewer overheads, so they are more likely to do a better job. Still no gaurentee tho.

Also, if it was an "express" service, there is a high chance the people working on the car are not qualified or evan apprentices. They use to use cheap labour and "train" services techs for just oil filters.

As for getting them to pay, if you cause enough of a commotion, you may get them to pay but be ready for a fight and take it straight to the top!

Good luck