Yes Peter has since left(now works for Dominion Chevrolet). As for who works on your vehicle, it is not hard to simply say I want technician A to work on my car nobody else. I do it all the time for my customers who have a specific technician they want. In many cases you can even walk back there with them to ensure that it happens. They probably had an extra lug nut laying around and used that instead of charging you for a new one. Now if they charged you for one, then you should complain.
3 hours? Dear god. When I worked for Pence we were doing turbo engine spark plugs for less than that