So updating my review:
I've experienced pretty much every department at this Kayser dealership. From the sales, to the body shop, to Quick Lane (oil changes), to the service department.
Sales:
This is where you usually being your interaction. Most of the sales associates here are friendly. Why wouldn't they be? They make a commission off a sales so they should be. They also are now on salary rather than commission which makes the experience a little better...or does it? When I stopped in to purchase a vehicle, I saw several standing around and the one that helped me told me he was too busy to close the deal. I literally walked out of the dealership when I really wanted to buy two cars.
Service:
I have never had any complaints about the actual service. The technicians are very knowledgeable and friendly. However, the guys who check you in all have scowls on their faces like they hated coming into work. The rental car program is abysmal. I have an SUV and I often get left driving a POS compact for the day. I'll call in to reserve a car and EVERY time they seem to lose that note from the reservation.
Body Shop:
These guys are pretty solid. The work is good and the staff is friendly. I wouldn't hesitate to use them in the future.
Quick Lane:
This place is also pretty good. Understand that it is first come first serve I usually try to go during the day on a weekday if possible.
Overall,
The heart and sole of a dealership is the sales and service. With the decline in customer service, I will be heading elsewhere to purchase my cars in the future.