It's actually the store located in Reston.

To make another long story short, I bought a XM unit there and then decided to go with Serius. Rather than drive all the way out to Reston, I returned the unit to the Rockville store with no problem.

Later, when I decided to go with XM after all, I went the extra miles out to Reston and bought it there precisely because the sales manager told me they'd be able to fit the control unit into my ash tray so I'd still have a stock appearence.

Fast forward to the installation: the techs refuse to install the control unit in the ash tray (as promised by the sales manager) because it involves cutting, which they say will get them fired.

Sounds like either the left hand doesn't know what the right hand is doing, or they plain don't care.

My guess is both.