I had previously rated Dunning Subaru five stars, and enthusiastically recommended the dealership. In my experience, their service department has gone from exceeding expectations, to just adequate. It now takes two or three emails to get a response on "A" priority items, such as recall questions. I went yesterday for an oil change and recall air bag repair, and the repairs took two hours longer than stated. The service tech, who historically had gone "above and beyond" for his customers, failed even to apologize for the delay; or acknowledge the inconvenience. On a positive note: The dealer principal, John T., is an honest business person, who does respond promptly to his own emails, even though his service people no longer do. Also, the new service manager, Joe O., seems to be competent and customer oriented. Unlike the above noted service tech's defensive response, Joe did apologize for the delay, and made no excuses. Finally, the repair work itself is competently done. For those reasons: Honest business owner, competent service director, and skilled repairs, I cannot in good conscience reduce the rating to less than three stars. However, whereas I used to have the majority of my work done at Dunning Subaru, I now have most of my car repairs and maintenance done by a local garage, which has much better customer service and more favorable pricing.