Did this place get a new owner or perhaps new mana...

Did this place get a new owner or perhaps new management? All the familiar faces are gone. The last two times we've been here, they tried to over-charge us and recommend services that were not yet needed or required according to the maintenance schedule. Today I was late picking up my children from school because my 2 hour oil change appointment took 5 hours. I left numerous messages for my adviser and finally heard back from him with 15 minutes until I needed to be at my kids' school. That is failing, Lexus of Concord.
Since when is there a charge us to rotate the tires that we bought from your dealership?
Our service adviser is admittedly "new," but doesn't know how to perform the most basic functions on your computer system (printing an estimate), doesn't return calls and is not what we have come to expect from your service department. I mentioned all of this to him, and he seemed like he could not care less. Lexus of Concord, you used to be so good. What happened?