This is my second poor experience in about 7 years...

This is my second poor experience in about 7 years so normally I would still recommend your dealership. I have come to choose Joyce Koons as my 'go to' for service. On this trip the advisor/technician completed my oil change and I was able to pickup my vehicle within 2 hours for the first time ever (using the drop off service). All seemed well until the next morning when my car began knocking. I thought back and recalled no change in gas or other major changes. I called to make an appointment to bring the car back in. After waiting on hold 5 minutes someone picked up the line then immediately disconnected. When calling back the operator tried to transfer me to various extensions with no luck. Each time I was transferred back to her she asked me the same questions. Finally she said that someone would take my name and number and take my information to the service team to have someone call me. She again asked the same questions (have I spoken with someone, is someone specific helping me) which I finally responded with I've advised you several times that I have not spoken with anyone yet. She then cut me off to explain that she takes many calls per day.... The whole experience was very frustrating on top of the fact that I still have to figure out what happened to my car. I am more than confident that I will not be a returning customer.