Brought my 2017 Toyota Highlander in for it's 15K service. Made an appointment in advance and was informed that because I had a brake problem, the service would take approx 1-1/2 hours. I elected to wait at the dealership rather than leave the vehicle. I began to be concerned when the time frame was extended but as I went to inquire about my vehicle, Jake McCallum approached me with all the data on the completed service which included replacing the front brakes because of excessive wear. The good news was Toyota covered the cost of the repairs, and that news was worth the wait. In closing, Jake was very professional and through in explaining how I could minimize brake wear in the future, by using 8 gears to partially slow down my vehicle on steep downgrades. Overall it was a good day!