I had the same experience. I took my ES in few years back, i think back in 99 it was.. Anyway, i brought it in because my brakes were squeaking. I didn't get a loaner, I had to sit and wait there the entire day and those people were acting like dicks. Not to mention they completely ripped me off on the brake pads. I paid about $600 for front brake pads because of my lack of knowledge on cars back then.. I had no idea what I was paying for and just paid what they were asking and later on found out i was ripped off... <_< Then i moved onto Bayridge Lexus in brooklyn and those people there were surely alot nicer and charge 1/3 for brake pads...