I'm a little confused as to why you are upset?

You wanted a bath and a dry. Most likly they gave him a bath, placed him in the back under a kennel dryer. Which are NOT what you would think they are, the dog does not over heat, the cage does not even get a little bit hot, most dog's don't even pant when they have one on them. Also all Petsmarts kennel dryers (including the groomers) are on for 15 minutes, then off for 15 minutes to allow the dog time without one on them, it is a Petsmart rule. If you are worried about Kennel Dryers you can ask for them not to use one or you could ask to see one. You would be surprised as they really are not hot and the dog's don't mind them. I'm assuming the groomoers plan was probably to allow him to dry a little under the kennel dryer and then bring him out to Force Hair Dry him before you picked him up. And I'm sure when the employee went back she probably was asking how long it would be till he was done and to tell them you were waiting outside. It seems to me like the groomer then stopped what she was doing to finish up Fenway since you were there early. To me this sounds like good service, they finished up Fenway an hour and a half before he was scheduled for pick up to make it so you didn't have to wait.

And while there was a communication error as to when he would be done, we are all human, we all make mistakes.

Ashley