That story makes no sense at all and it's pretty disconcerting when CSR's try to justify bad location policies with these sorts of tales. I don't do it often, but I've never had a problem with swapping out cars, even at a non-Emerald Aisle location (MDT, and it was solely to get an SUV because none were available at my original location). If the CSR's goal is to reduce paperwork, incentivizing customers to make vague maintenance complaints probably isn't a good strategy long-term.