So having bought my Jeep from here and the free state inspection included - I had to give it another shot. And I did few more times after that. And so far, I'm not disappointed with the service.
The real test was during the inspection since I requested for a shuttle - I went through the exact same process that I did a year ago. However, this time around - although it was almost close to 5 I did receive a call from the service dept. as well as the shuttle driver who came to pick me up on time.
Hopefully, this trend will go on.