Napleton's Palm Beach Acura

First, I want to say that I love my Acura. But, I am not loving the service department. Though they went through a recent management change, it doesn't seem to have improved their service department at all. - Appointments mean nothing. I show up early for my appointment, then have to wait 45 to 60 minutes just to see the service rep. That's *before* any of the service even starts. - After seeing the service rep, I wait 3 to 4 hours FOR AN OIL CHANGE. That's just ridiculous. I'd rather go to Jiffy Lube, but unfortunately I pre-paid for a five-year Acura Service Plan so I'm stuck waiting... and waiting. Hey, a tip if you're reading this, guys - free WiFi and coffee doesn't make up for this service inefficiency. - I'm wondering why I even bother to make any appointment, at all. Sometimes, while I'm (still) waiting to see the service rep, a walk-in will come in without an appointment and they'll get put in the same queue. One time, a walk-in was seen by a service rep before I was - even though I had an appointment 45 minutes prior. - Don't even bother making an appointment with Bernie. Sorry Bernie, but you fight tooth-and-nail about everything - even faulty mechanics that are covered under the warranty. Or, he'll ignore it: "Well *WE* didn't hear the rattle in your engine - are you sure it wasn't something in your glovebox?" Now, as mad as I am about the quality of the service, there is one shining star in the service department. Richie is an exception that proves the rule here at Napleton, and probably should be made Head of Customer Service. He tests everything. He makes it easy. He knows the value of time, and doesn't make you wait around forever just to take down your info. And, he's willing to discuss all of your options, not just try to up-sell you on every imaginable maintenance item. In short, he's a reasonable guy who knows that he's sitting across the table from another human being, and treats them fairly. By the way, I've seen Terry (the new manager?) of Napletons posting feedback on other reviews about how this is "a new dealership, come in and see how we've changed!" I can tell you from my experience, since I was there before the change - it isn't any better. Some people were shifted around, some service guys were let go from the previous team, but in reality they're still up to the same old tricks. It's really a shame, because after I purchased the TSX I was so happy, I decided my next car would be an MDX. But, this dealership has killed it for me - I'd never consider getting an Acura again, due to the frustrations I've had with this one.