Interesting point. I guess it shouldn't be surprising that something shown on the dealer's website isn't truly available.
It makes sense that if a dealership has enjoyed years of walk-in traffic a complete change to the way you do business would be an incredibly difficult shift. I get it.
I can also see where the messaging of the difficulties of actually pulling off a remote delivery or service is not being stated clearly to the dealer principle. Most care about their customers and will want to take action. Sometimes the employees of a business perceive that to not be the case... hence to your culture statement.
Good on you, Anthony, for pointing this out 
I did not appreciate customers until I became one.
I am part of the third generation of a family of car dealers. Buying a car, like a peasant (yeah, I said that), was an experience I didn't receive until 2014. I much prefered selling myself a car and desking my own deal. It takes waaaaaay too many texts, emails, phone calls, and then soooooo much wasted time sitting in the showroom to buy a car. The chore is ridiculous. And it is incredibly infuriating because I know how it works and can't believe I'm being put through it every time I've done it now. It feels like the system is rigged to not be in touch with the consumer at all.
On the other hand, the dealers who have decided to take a different approach, and put the customer first, seem to be experiencing greater profits than the rest.
