I brought my car in for two recalls. The first, and the reason I brought the car in, was a faulty airbag, which, according to the manufacturer, could cause serious injury or death. The second was an electrical system component.
I originally asked the receptionist for an appointment at 7 AM, their regular opening time. But, since I needed to use their courtesy shuttle, she mentioned that it didn't start until 7:30 AM and that we should set the appointment for then. On arriving at the dealership at the appointment time, I noticed that the courtesy shuttle was leaving. After waiting in the lobby for forty minutes, their one and only courtesy shuttle came back and then took me to work. It's a good thing I didn't need to be at work at a specific time...
The "customer service" agent specified that the repairs would take about four to six hours. I mentioned wanting to pick up the car at about 3 PM. After being at work for an hour or so, I received a call from the dealership. However, it was just to sell me a windshield repair for a minuscule crack. "How is work on the car going?" I asked. The representative just responded that they work in a different department and he didn't know about that. (He just wanted to make easy money with an unnecessary fix.)
Almost seven hours later, after no additional calls from the dealership, I thought that they must be done or close to done, so I called them. Come to find out, they had started with the electrical fix first (the non-urgent one) as the airbag fix couldn't be done yet since they were lacking one of the parts. "How soon can it be done?" I asked, to which I received an answer of "by the end of the business day."
Then, within a minute or two of getting off the phone, he called me back to let me know that that part wouldn't be in for three to five business days and that I should just come to get the car now. After over an hour I was back (due to their one and only shuttle being too busy, as it is about a 15-minute drive), at which point I was given my car without the airbag having been repaired (the urgent, life-threatening matter per the manufacturer). At no point was I offered a loaner vehicle.
Two-and-a-half weeks later, they have still not called to finish the outstanding recall repair. (And, after this experience, I don't want to call them or go back there. I'll just go elsewhere to get it fixed.)