Has the quality of Acura Rallye customer service gone down?

I just called yesterday to schedule an appointment for a state inspection and a couple of rattle repairs and requested for a loaner car, the girl that answered told me to bring the car and wait for it on Wednesday. I told her I'm not gonna wait for it since that can take a long time and have to go to work. She then said there is a loaner car available. Then today I called to make sure of it since the girl did not sound too assuring. Guess what, another rep told me its for a drop off and no loaner. So I requested and made sure a loaner would be available for me, I guess we'll just have to see what happens when I have to bring it in on Thursday.

Has their policy changed? I had the car done by them last year for the same reasons and was provided a loaner without any confusion....in addition I bought the car from them brand new 3 years ago. I know its in their policy for customer's who bought a car from them get first priority and are provided loaner cars.