I arrived promptly for my 9am appointment but was chagrined to see that appointments and walk-ins were in the same "line" for service. I had positive email exchanges with Ernie Flores prior to my appointment, My Altima Hybrid was not starting and I expected to get in an out in 2-3 hours. I was not informed that it needed a battery until 1pm - four hours after I arrived. Then it took another two hours to get the battery installed and programmed. I live about seven miles from the dealer and opted to stay in the very comfortable lounge. The good news is that my car is running great and the staff was friendly and professional. David Mara is outstanding!