It pains me to have to give a two star review to a business where most of the people I dealt with were pleasant and nothing terribly wrong occurred. But I haven't had a service experience this poor for at least 15 years.
It started with pulling onto the lot and seeing no signs or people to direct me to the service area. After a bit I *did* see what might be a small service tent but there was no one to be found and the tent was blocked by a line of cars. Thinking that maybe the system here is to park in line and then find the service area I did so. It was only after I got out and started to head into the dealership that someone approached and told me I had to move my car - it was in the line of cars that had been serviced and were waiting for their drivers (?!?!?). He didn't care where I parked my car it just couldn't be there. So I drove around and found a space on the sales side.
Then I went in, waited, and stood in front of a service rep. Who apparently had no access to the information I had entered on the website when I made the appointment - such as why I was there or what the car's mileage might be. To add insult to injury I was told that I had to go back out into the driving rain and get the VIN off my car before they could proceed. Which I did.
Afterward I headed off to the customer 'lounge'. A small, depressing room which at various points during my wait had more customers than seats. Which had no exterior windows nor opening to a larger area. With a weird coffee maker and (when I entered) no coffee cups and a solitary Nutri-Grain breakfast bar, its main 'amenity' was a loud TV most of the occupants did their best to ignore. A little under 2 hours later they had finished my car's oil change and I was on my way. Very happy to have left turn of the century service behind.
I can only compare this to the dealerships where I get our two other cars serviced (neither of which is a 'luxury' nor 'premium' brand). At both locations I follow the 'service' signs into a weather proofed garage where I am greeted by a service rep, handed a tag, and asked to sit in front of another rep. Who accesses my appointment info, makes sure it is all correct, and has me sign paperwork. I then head off to the customer lounge where there are normal coffee makers, bagels and other refreshments, and a large area with plenty of comfortable seats both close to and far away from the TV.
Would I go here again for service? Maybe...but only if I got a loaner car.