Service First?? Don't believe it. I took my '10 RX for its first complimentary 5K mile service. I called early in the morning to schedule an appointment for the same day. The girl on the phone politely told me that I did not need to schedule and that I can just come in. I asked her, "even at noon? I can just come in?" She responded yes. I arrive at about 12:20 hoping to drop off the car and get on to my lunch meeting. They took my name and told me to wait in "the lobby" I waited and waited....and waited. I walked around what looked like a department store for about 15 minutes. The accommodations were fine but I wasn't there to shop for Adidas golf shorts or sip free cappuccinos...I needed to drop my car off and go. After asking a few employees how long it normally takes to be seen by a service adviser, it became clear that nobody was going to help me anytime soon. "if they took down your name, they will call you." After close to a half hour, Louie Medina comes out. It seems like he wants to talk about the car for a while, but realizes that I am running late by this point. I have no questions, I just want the service. I ask when the car will be ready. He says to give him an hour and twenty minutes so they can wash it after doing the required checks. I agree. I came back about two hours later and picked up the car. Louie is apologetic and ironically suggests that on my next visit I schedule an appointment in case they are busy (this wasn't even an option when I called in the morning.) As I get in the car I realize it has not been washed. It still had the same streaks, dirt and smudges it did when I dropped it off. Very dissatisfied overall. Don't really know what the problem is at this place. Understaffed? Unmotivated workers? Mismanaged? Just a bad day? who knows
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