I'm not apologizing for them or trying to make excuses for them but this situation could be possible for them:

I know my shop, I'm a Volvo tech, has been very slow. Just recently we got a LOT of cars in. So I'll look them over and see what's the customer complaints are. I'll then cherry pick the ones I can make money on, because flat-rate techs only make money on what we do, not just being there at 50 hours a week. Most Chrysler dealers have people that have gone to "Crossfire school" but doesn't mean anything if it's not something that comes in everyday. I wouldn't go as far to say Crossfires are rare, but certainly uncommon. What could be happening there is that's there's just other work to be done. I come across so many people who need their car yesterday, but it doesn't work like that. And if it's a warranty repair (which I know this is not) but then things become even more dicey.

Probably not what you want to here, but be open to it all the same

Justin