The Service Manager , from the posted replies , sounds like he was angry already and just trasfered his anger at the customer and caused the entire problem. Too bad the fight you saw in the parking lot was'nt mentioned in the letter because it would show that the Service Manager was in an angry frame of mind before you even spoke to him. Its not the dealer and its not the car. Its the Service Manger that caused the problem, This Service Manager will continue to lose his temper with customers and cover it up for years to come . He will get raises and praises and this dealership will never figure out that this Manager is a liability.