The other day I received a service coupon in the mail and decided to give this dealer a try, which turned out to be a disaster! When I called Monday to make an appointment to have the GPS in my car updated, both the Parts department and Services department said that it would not take long and I should plan just waiting there while the GPS updating was performed. The Service department representative said that the coupon I had received were applicable to the service I would need. When I arrived this morning (Wednesday), the first substantive sentence advisor Jeffrey Balkin said was that he was not sure whether the coupon that got me hooked was applicable to this service. After consulting his manager, he got the green light. Then I waited there for two full hours, during which no one even stopped by the waiting area to tell me what was going on or how much longer I had to wait. I finally went back to Balkin and he then placed a call to the technician. After some further delay, his answer was that the GPS updating was still going on and he was not sure how much longer I should wait. He also said that "usually it takes about 1.5 hours to get this kind of job done." At that point (2.5 hours have already passed since my arrival), I asked to see the service manager to provide an explanation. After some further delay, the service manager Jon LaFond appeared and said the job was done. Then when Balkin processed my payment, it took him another 30 minutes to figure out the computer system to get the right amount. So a 1.5-hour job turns out to be a 3-hour wait. The worst part is their lack of care for customers' needs and feelings. They put me in the waiting area for two full hours without even stopping by once to give me any update. When I requested to see the manager, Balkin blamed the call center for setting wrong expectations (about the waiting time). But Balkin himself said that this kind of job takes about 1.5 hours and he didn't even bother to let me know what was going on after 2 hours of waiting. Is he suitable for advising and serving customers? I don't think so.