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Thank you very much, everyone, for helping me find a correct answer!
The questionable service staff was at a dealership auxillary "while-you-wait" shop just across the street from the dealership's main shop. I had thought that they would share staff and knowledge with the main shop. They must have the junior varsity folks there. I called a service tech at the main shop and he confirmed everything that you shared with me. I certainly will not service my fiancee's car at the first location again.
Have a great week.
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