I tried to get an oil change yesterday at Bill Brown. I stood outside the front door from 7:45am until 8:00am, when the door opened for business. I was first in line because I had been sitting in the parking lot for an hour making sure I would be first or second. When I made it up to the counter I was told I needed an appointment, even though I had a letter from BB saying "as always, no appointment necessary." I had cancelled a previous appointment I had made because I got a message left on my phone saying I would need a ride to and from the dealership because it would take a number of hours, if not more than a day to get an oil change. The lease is up in two months and I am really curious to know how likely Bill Brown thinks it is that I will make the same mistake twice, "VERY LIKELY, SOMEWHAT LIKELY, or NOT A CHANCE IN STINKING F*****G xxxx." Update: The salesman who leased the car to me three years ago contacted me regarding the problem I detailed above and did his best to set things straight. Actions like that go a long way to ameliorate negative experiences.