Orrin B. Hayes Jeep on Stadium Drive has terrible customer service. My wife took her Jeep Grand Cherokee in for service and asked the service guy, John, to program a new key fob due to issues with the one she was using. She had called previously called and and was quoted $160 for a new fob, and $40 to program it. The parts guy, Jeff, said they might try to charge more for diagnostics, but it was not needed. Again, my wife asked John to program a new key (only). Two days later they still have the Jeep. My wife called and spoke with John in service. Apparently, the bill was now $295 with $95 being for diagnostics, which she did not ask for. She stated John was very rude to her on the phone, and kept asking her...."so what do you want to do." She told him what Jeff in parts had said and he became very rude and said, "Jeff doesn't run my department." Now we're on day three and still no Jeep. My wife called this morning to ask about the Jeep, and they had not looked at it. Wow ! Orrin B. Hayes used to be quality and service. Now they have a rude service guy (named John) tearing down the reputation they spent years building. Maybe John needs some additional training on how not to act like an idiot on the phone. We will be picking up the Jeep in a couple of hours whether they have looked at it or not. And, no we will not pay the additonal $95 for diagnostics when we told them what we needed, and what the problem was..... and then specifically requested a key fob, and programming ONLY. Orrin B. Hayes will never see us again. You can't swing a dead cat without hitting a Jeep dealer ..... we'll find another one.