I purchased my most recent Escape from KR last year and visited the service department this week for state inspection and an oil change. Unlike others on here, my experience with the service advisers has been positive. On Wednesday morning at 7am, they were friendly and welcoming. They were done with my vehicle faster than I expected.
The new waiting room in the showroom building is much better than when the waiting room was down in the service building. I just wish there were a few comfortable seats away from the TV for people who prefer to read rather than watch the Today show.