Tim Hortons

I've been a long time customer at Tim Horton's for several years, and I am not happy with the service at the Tim Horton's at 11 Robinson Lane in Pembroke Ontario. (The one next to Winners and Michaels store) I usually stop by a couple times a week, after work (between 4 and 6:30PM) and 3 of those times, within the last 2 weeks, I waited in line for over 15 minutes, just to be told at the speaker their ice cap machine was down for cleaning. I ended up having to wait until they were done serving everyone just so I could drive thru. It was a little after 4 PM when this happened. The second time, the drive thru line-up was ridiculous again, so I went inside, thinking it would be faster as there was only 3 people in front of me. Well I waited in there for almost 20 minutes to be served. Even the customer in front of me was frustrated and said out loud how ridiculous having to wait so long for a coffee, just to be told when I finally got up to the counter to order and iced capp, the machine was once again down for cleaning, and it was a little after 5PM this time. I was so frustrated waiting all that time for nothing, so I ended up going to the downtown Tim Hortons where I was served immediately. The 3rd time was tonight after I got off work, shortly after 6PM, figured after last time waiting so incredibly long inside, I better go thru the drive thru, just to be told once again their machine was down for cleaning. This time around the wait in drive thru was almost 20 minutes. Why isn't there 2 iceo Capp machines, so one is operational while the other is getting cleaned? Surely the franchise rakes in enough money to afford 2 machines. They have several coffee machines, tea machines and hot chocolate machines. Why not invest in a 2nd iced capp machine so customers aren't left disappointed, especially after waiting in line so long, and why during the rush hour, between 4 and 6PM, do they decide to clean the machine, when it's a busy time people getting off work. Shouldn't that be something to be done during the overnight shift when it's quiet? Why is it so difficult for this location to be as fast as the one downtown, whether it's drive-thru or going inside? It's always slow there and waiting inside or going through drive thru is always 15 to 20 minutes, which is completely unacceptable and poor customer service. I worked at Tim Hortons many years ago and it was never that slow when I worked there. I will no longer waste my time and money on that location. It's evidently poorly managed. Tearing apart machines during the busiest times of the day and the staff just can't seem to get the line-ups moving at a fast pace. There was also another day when I ordered my husband a steep tea with one milk, just to find out, when I got home, he went to drink it, and there was sugar in it. Very disappointed and very unsatisfied with the service lately, and something needs to be done to improve faster service and invest in a 2nd iced capp/smoothie machine, if they insist on cleaning it during the busiest times of the day.