Thanks for all the replies, especially the JD Powers link.

I agree w/many above that the local rep shouldn't be reason to judge a company. My current company (parent/office) agreed that local rep was at fault and transferred me to another rep in area who followed up and even got me better rates (because the other moron was too lazy to check - sad, I think I financed his kids' college fund from previous high end vehicles I've had)

Again, thanks to all who replied.