Setup an appointment for service online, only to find out few days later that the system has purged it. I've called and setup another one at 8am, arrived 7:45am, and the oil change took close to 2 hours. The reason was that they are backed up. How can they be backed up when I arrived at an appointment 7:45? And the shuttle service is only within 11 miles (I live 14 Miles). Service Manager Ben Sampson was apologetic. To make things worse, the 2017 vehicle arrived with windows open, when I got into it, it reeked of sewage. The manager explained that they are mandated to use reclaimed sewer water. I told him, as a Civil Engineer, I know how that works, and it shouldn't smell like xxxx once reclaimed. I hope next time, things will be different, since I've already pre-purchased the service agreement.