The service here is fine. I will never understand, though, why absolutely any interaction needs to run through the service rep. For many communications this is understandable. However, When I called to request a shuttle to the dealer to pick up my vehicle first thing in the morning, the receptionist informed me that I must speak with my representative in order to request a shuttle ride. At this point, I'm late for work and all service reps are clearly busy because they had just opened (I sat on the phone with it ringing for 4 straight minutes trying to reach a service rep before I hung up and re-dialed for the front desk). Front desk placed me on hold to try and reach a service rep. Several minutes later, after reaching the same conclusion I had earlier, she returned to tell me my service rep was with a customer, and would I please wait to speak with him. I explained that I was late for work, and simply needed a shuttle to pick up my vehicle. The receptionist stumbled a bit, and requested I be placed on hold to wait for a service rep. I reiterated my time constraint, and exclaimed that if I couldn't get a shuttle quickly then I would have to take a taxi/Uber to the dealership to get my car. "Oh, well yes just do that," I was told by the receptionist. Look, if I'm going to drop several thousand dollars in service costs to your dealer, you better be able to offer me a ride to come give you the money. If I return to this dealer for service in the future, it will only be because of its proximity to my home and office relative to other dealers. How about you integrate some sort of system whereby I don't have to go through my service rep for permission to request a ride to come give you money and retrieve my car from you? This isn't a knock on my service rep or the receptionist, though any receptionist worth their weight could recognize the situation and simply offer to request a shuttle for me. This is clearly an example of management getting comfortable having a near monopoly on the service business on the Main Line and not instituting business processes that will make customer lives easier. The service reps, receptionists, car washers, and valet/shuttle drivers here have all been very nice people, and my experiences with them have been fine. There is something wrong with management, though, when a receptionist feels she doesn't have the little leeway to help a customer to get a shuttle. You need to create a more efficient customer experience for your service customers.