I worked for a few years at a large Toyota dealer and I can say without a doubt that the majority of the lube techs there were decent. They were paid hourly, worked as a team of 2, and had a Master level tech supervise them. We had a few oddballs, like the guy that didn't know the difference between fractional and metric tools. And the guys that couldn't drive stick. But right before I left, they switched them to flat rate. The amount of sheer **** ups drastically increased, because now everyone is rushing to try to make extra money. I would bet the dealer you went to pays their lube guys flat rate. Needless to say if I ever needed basic service like that, I wouldn't take it to a place that pays flat rate for all the reasons you've experienced. The techs and the writers are far more concerned about wait times and throughput than doing it well and retaining customers. Glad to hear you got it straightened out though