I've enjoyed doing business with the service department at Laurel since we bought our A4 new in 2000. Very friendly and down-to-earth folks- every one. They can't help it German car parts are expensive- I'd argue our VW was at least as costly to maintain.
Can't say the same for the buying experience. We walked into Laurel in 2000 after a "take-it-or-leave-it" from Continental in Naperville. We drove in in my wife's 10-year-old Toyota, the slick-haired sales guys sized us up and handed us to a guy who seemed to be the Bottom Feeder salesman. I liked him instantly. Ordered the new one that night.
We liked the service team so much I went there first looking for an A3 to replace my GTI. Same old sales talk (Bottom Feeder guy was gone), so went back to Continental- it's actually closer to home anyway. Had a very nice experience with Bill. He sells cars, but he's not a Car Salesman, if you know what I mean...
Anyway, your question is about service. I'll repeat we've had a good relationship with Laurel service- expect same with Continental, but haven't been there long enough so say.
I'll say this to everone here: Half the equation of any relationship is you. If you seem to constantly be battling with every car dealership you try, maybe you should begin to think what is the common denominator? If you're willing to demonstrate some loyalty, they'll go way out of their way to keep you coming back- they'd be fools to do otherwise.