Locust Grove Auto Repair

Revdex.com: I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below.My previous rebuttal submitted on 10/24/did not reference the brakes but rather the current and ongoing state of disrepair of my vehicle (see attached file) as related to the suspension repairs conducted by Locust Grove Auto Repair In that light, I am providing updated repair costs which have been incurred by me in order to begin to repair my vehicle to factory specificationsOn 10/26/I had my vehicle inspected by a factory authorized facility to ensure the previous repairs performed by Locust Grove Auto Repair were meeting factory specificationsDuring the inspection it was found that an integral suspension bolt that Locust Grove Auto repair installed was not of OEM specifications or quality for my specific vehicleA previously undamaged upper-rear (driver's side) control arm was also damaged by Locust Grove Auto Repair during their repair processIt was also found that the wheel alignment was not performed, as specified by Locust Grove Auto Repair, thus my vehicle's alignment was not within the specifications of the vehicle parametersFurthermore, the vehicle rim on left front was found to be bentPlease refer to the [redacted] pdfwhich shows the presently incurred costs.Locust Grove Auto Repair has continually performed vehicle suspension repairs with sub-par efforts, parts, and resultsThis has been done through their lack of workmanship via poor quality control and oversight of the repair processIt is my request that Locust Grove Auto Repair reimburse me for these presently incurred costs as well as the future repair and replacement of the damaged upper control arm, of which the damage was proximately caused through their lack of performing adequate repairs Regards, [redacted]

Revdex.com spoke with the business regarding this matterThe customer left a note that he was having concerns with the brakes at this timeThe business's work was never done on the brakes and they are un able to address repairs done by the dealerThe customer can bring the vehicle back to the business and speak with Hippo or Will to see if they will be able to address the concerns in the vehicleThey are not able to address work done by another shop

Revdex.com: I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear belowMy previous rebuttal submitted on 10/24/did not reference the brakes but rather the current and ongoing state of disrepair of my vehicle (see attached file) as related to the suspension repairs conducted by Locust Grove Auto Repair In that light, I am providing updated repair costs which have been incurred by me in order to begin to repair my vehicle to factory specificationsOn 10/26/I had my vehicle inspected by a factory authorized facility to ensure the previous repairs performed by Locust Grove Auto Repair were meeting factory specificationsDuring the inspection it was found that an integral suspension bolt that Locust Grove Auto repair installed was not of OEM specifications or quality for my specific vehicleA previously undamaged upper-rear (driver's side) control arm was also damaged by Locust Grove Auto Repair during their repair processIt was also found that the wheel alignment was not performed, as specified by Locust Grove Auto Repair, thus my vehicle's alignment was not within the specifications of the vehicle parametersFurthermore, the vehicle rim on left front was found to be bentPlease refer to the [redacted] pdfwhich shows the presently incurred costsLocust Grove Auto Repair has continually performed vehicle suspension repairs with sub-par efforts, parts, and resultsThis has been done through their lack of workmanship via poor quality control and oversight of the repair processIt is my request that Locust Grove Auto Repair reimburse me for these presently incurred costs as well as the future repair and replacement of the damaged upper control arm, of which the damage was proximately caused through their lack of performing adequate repairs Regards, [redacted]

To begin, Locust Grove Auto Repair apologizes for Mr [redacted] being unsatisfied and we feel that we tried everything we could to provide updates on the status throughout the entire processWe offered shuttle rides home and to be picked up, discounted his invoice for several labor hours and gave him a FREE supreme detail gift certificate for the complications his truck had.Mr [redacted] called in Saturday, March 7th to ask for a quote for a specific tire and then later in the day dropped his truck off (at 1:53pm) at which time he ordered two tires (he had provided the tire size and brand information over the phone)At that time he spoke with Ms [redacted] and she explained that we do not stock tires, we order them and typically they are delivered within one to two business days and because he was ordering on a Saturday, we may not get them until Tuesday and he stated that he understood and was okay with that time frameTuesday, March 10th, the tires came in and unfortunately the tires did not match the ones hecurrently had on his truckWe regret that we didn’t verify the tire size that the customer provided with the actual tires that were on the truck as this would have alleviated this first delayAt that time the owner, Mr***, called to speak with Mr [redacted] to let him know of the situationMr [redacted] further explained that he could re-order the correct size tires but that these tires were not stocked at the local hub and because they are not stocked at the local hub they could take up to three days to receive Mr [redacted] also explained that on both rear wheels of the truck, all ten lug nuts that had been previously over tightened by another person/repair shop/tire shop and were either partially or completely frozen Mr [redacted] stated that he was already aware of thisMr [redacted] agreed to re ordering the tires and lug nutsMr [redacted] recommended that he drop the truck off when the tires came in so he wasn't waiting longer than the time frameOn Wednesday, March 11th in the late morning, Mr [redacted] called to see if the tires were in, and unfortunately we did not receive them yetWe explained again that sometimes it can take up to three daysWe further explained that this had all taken place just after a large snowstorm that had delayed all of our deliveries and since these tires weren't in the local warehouse, they were being shipped inUnfortunately, we have no control over the tire companies’ deliveries and expected them to be delivered by Friday Mr [redacted] was updated with this information.Friday, March 13, the tires were delivered and Ms [redacted] left a voicemail to schedule having his tires installedHe then called back and said he would be in sometime between 4pm & 5pm.Mr [redacted] came in about 4:30- 4:on Friday to have tires installed and made the decision to wait for his truckDue to the previously mentioned complication with his lug nuts, we were forced to remove each one of the lug nuts with a special toolThis repair can often take a long timeWe also believed that more than one of his lug studs could break during this processOnce we found that the issue was to this extreme we explained to Mr [redacted] that this would extend the time it would take to replace the tires, possibly by hoursWe then offered Mr [redacted] a ride home and to pick him up once it was finished and he declined this offer several timesAs anticipated it was extremely difficult to remove the lug nuts and we spent hours attempting to remove each without damaging the lug studMr [redacted] even drove to a parts store in Fredericksburg (15-miles one way) to pick up parts that would hopefully help in the removal of the lug nutsWhen the owner came back, Mr [redacted] asked for a time frame and we explained that we were hoping it wouldn't be much longer but the condition of the lug nuts were so extreme we could not give him a promised time and again offered another ride home that he declined but said he understood the issue and knew it would take longer than normal.We apologized several times that it was taking such a long time, but explained that the improper installation of the lug nuts by another party had caused the problem and we were trying to remove the lug nuts with the least damage and cost to the customer Due to our patience with the damaged lug nuts we were able to remove all but one without breaking a studOne of lug nuts had been so damaged that we had to drill out the stud in order to remove the wheelAt this time we knew we would need to replace one of the studs as well We conveyed this to Mr [redacted] and he stated that he completely understood and knew that it was going to take longer than normalAt 7:his truck was finished and pulled up front for himWe again explained the situation, apologized for any inconvenience and ordered a new wheel stud for his driver-side rear tire so he wouldn't have this issue any further and explained that it was coming from our local parts vendor Saturday morningWe discounted his invoice over $in labor and gave Mr [redacted] a FREE supreme detail certificate that is valued at $ Mr [redacted] stated that he would come in Saturday after running some errands, and would have us install his rear wheel lug nuts and stud that we ordered for himMs [redacted] told him that she would call once they came in, and if he liked we could detail his truck for him as wellHe left Friday, leaving a balance due for hour of labor we charged (instead of the hours spent) and the balance due for the lug nuts plus tax ($balance due) and promised he would be in Saturday to pay the balance when we were installing his lug nutsWe called Mr [redacted] twice Saturday and left voice mails that his lug nuts were in and that we were open till 4pmUnfortunately we have not heard back from him since he left our repair shop on FridayWe apologize that Mr [redacted] feels unsatisfied with our service as this is the last thing we ever wantWe strive in every instance to provide great customer service and always want our customers to leave happy and their cars repaired correctly.We strive for good communication with all of our customers It is obvious that although we thought we had communicated well with Mr [redacted] , something was amiss We would very much like for Mr [redacted] to be satisfied with our services and would like to complete the replacement of the rear lug stud and nuts at no further cost to him and continue to offer Mr [redacted] his free supreme auto detail

Revdex.com: I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below.My vehicle has been returned as per the initial complaintHowever, it is still displaying signs of disrepair via heavy vibrations, and misalignment which caused the vehicle to veer leftThese signs are emanating from the driver's front area where the repairs were madeIt is my opinion that these after-effects are further damage which was caused due to the initial state of disrepair my vehicle was leftTherefore, I am no longer going to allow Locust Grove Auto Repair to service my vehicle due to the fact that they have been unable to successfully make the needed repairs to restore my vehicle to its fully operational conditionI will communicate this to the business and ask that this letter be accepted without prejudice as to the facts asserted herein by meIt I my opinion that this facility I accountable for the full repair of any further damage caused to my vehicle due to their negligence Regards, [redacted]

At this time the customer's vehicle concerns have been addressed the the customer has the vehicle in his possession

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action...

would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.My vehicle has been returned as per the initial complaint. However, it is still displaying signs of disrepair via heavy vibrations, and misalignment which caused the vehicle to veer left. These signs are emanating from the driver's front area where the repairs were made. It is my opinion that these after-effects are further damage which was caused due to the initial state of disrepair my vehicle was left. Therefore, I am no longer going to allow Locust Grove Auto Repair to service my vehicle due to the fact that they have been unable to successfully make the needed repairs to restore my vehicle to its fully operational condition. I will communicate this to the business and ask that this letter be accepted without prejudice as to the facts asserted herein by me. It I my opinion that this facility I accountable for the full repair of any further damage caused to my vehicle due to their negligence. Regards,
[redacted]

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.My previous rebuttal submitted on 10/24/2016 did not reference the brakes but rather the current and ongoing state of disrepair of my vehicle (see attached file) as related to the suspension repairs conducted by Locust Grove Auto Repair.   In that light, I am providing updated repair costs which have been incurred by me in order to begin to repair my vehicle to factory specifications. On 10/26/2016 I had my vehicle inspected by a factory authorized facility to ensure the previous repairs performed by Locust Grove Auto Repair were meeting factory specifications. During the inspection it was found that an integral suspension bolt that Locust Grove Auto repair installed was not of OEM specifications or quality for my specific vehicle. A previously undamaged upper-rear (driver's side) control arm was also damaged by Locust Grove Auto Repair during their repair process. It was also found that the wheel alignment was not performed, as specified by Locust Grove Auto Repair, thus my vehicle's alignment was not within the specifications of the vehicle parameters. Furthermore, the vehicle rim on left front was found to be bent. Please refer to the [redacted] pdf. which shows the presently incurred costs.Locust Grove Auto Repair has continually performed vehicle suspension repairs with sub-par efforts, parts, and results. This has been done through their lack of workmanship via poor quality control and oversight of the repair process. It is my request that Locust Grove Auto Repair reimburse me for these presently incurred costs as well as the future repair and replacement of the damaged upper control arm, of which the damage was proximately caused through their lack of performing adequate repairs.   Regards,
[redacted]

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
My previous rebuttal submitted on 10/24/2016 did not reference the brakes but rather the current and ongoing state of disrepair of my vehicle (see attached file) as related to the suspension repairs conducted by Locust Grove Auto Repair.   
In that light, I am providing updated repair costs which have been incurred by me in order to begin to repair my vehicle to factory specifications. On 10/26/2016 I had my vehicle inspected by a factory authorized facility to ensure the previous repairs performed by Locust Grove Auto Repair were meeting factory specifications. During the inspection it was found that an integral suspension bolt that Locust Grove Auto repair installed was not of OEM specifications or quality for my specific vehicle. A previously undamaged upper-rear (driver's side) control arm was also damaged by Locust Grove Auto Repair during their repair process. It was also found that the wheel alignment was not performed, as specified by Locust Grove Auto Repair, thus my vehicle's alignment was not within the specifications of the vehicle parameters. Furthermore, the vehicle rim on left front was found to be bent. Please refer to the [redacted] pdf. which shows the presently incurred costs.
Locust Grove Auto Repair has continually performed vehicle suspension repairs with sub-par efforts, parts, and results. This has been done through their lack of workmanship via poor quality control and oversight of the repair process. It is my request that Locust Grove Auto Repair reimburse me for these presently incurred costs as well as the future repair and replacement of the damaged upper control arm, of which the damage was proximately caused through their lack of performing adequate repairs.  
 
Regards,
[redacted]

Revdex.com spoke with the business regarding this matter. The customer left a note that he was having concerns with the brakes at this time. The business's work was never done on the brakes and they are un able to address repairs done by the dealer. The customer can bring the vehicle back to the business and speak with Hippo or Will to see if they will be able to address the concerns in the vehicle. They are not able to address work done by another shop.

To begin, Locust Grove Auto Repair apologizes for Mr. [redacted] being unsatisfied and we feel that we tried everything we could to provide updates on the status throughout the entire process. We offered shuttle rides home and to be picked up, discounted his invoice for several labor hours and gave him...

a FREE supreme detail gift certificate for the complications his truck had.Mr. [redacted] called in Saturday, March 7th 2015 to ask for a quote for a specific tire and then later in the day dropped his truck off (at 1:53pm) at which time he ordered two tires (he had provided the tire size and brand information over the phone). At that time he spoke with Ms. [redacted] and she explained that we do not stock tires, we order them and typically they are delivered within one to two business days and because he was ordering on a Saturday, we may not get them until Tuesday and he stated that he understood and was okay with that time frame. Tuesday, March 10th, the tires came in and unfortunately the tires did not match the ones hecurrently had on his truck. We regret that we didn’t verify the tire size that the customer provided with the actual tires that were on the truck as this would have alleviated this first delay. At that time the owner, Mr. [redacted], called to speak with Mr. [redacted] to let him know of the situation. Mr. [redacted] further explained that he could re-order the correct size tires but that these tires were not stocked at the local hub and because they are not stocked at the local hub they could take up to three days to receive.  Mr. [redacted] also explained that on both rear wheels of the truck, all ten lug nuts that had been previously over tightened by another person/repair shop/tire shop  and were either partially or completely frozen.  Mr. [redacted] stated that he was already aware of this. Mr. [redacted] agreed to re ordering the tires and lug nuts. Mr. [redacted] recommended that he drop the truck off when the tires came in so he wasn't waiting longer than the normal time frame. On Wednesday, March 11th in the late morning, Mr. [redacted] called to see if the tires were in, and unfortunately we did not receive them yet. We explained again that sometimes it can take up to three days. We further explained that this had all taken place just after a large snowstorm that had delayed all of our deliveries and since these tires weren't in the local warehouse, they were being shipped in. Unfortunately, we have no control over the tire companies’ deliveries and expected them to be delivered by Friday.  Mr. [redacted] was updated with this information.Friday, March 13, 2015 the tires were delivered and Ms. [redacted] left a voicemail to schedule having his tires installed. He then called back and said he would be in sometime between 4pm & 5pm.Mr. [redacted] came in about 4:30- 4:45 on Friday to have tires installed and made the decision to wait for his truck. Due to the previously mentioned complication with his lug nuts, we were forced to remove each one of the lug nuts with a special tool. This repair can often take a long time. We also believed that more than one of his lug studs could break during this process. Once we found that the issue was to this extreme we explained to Mr. [redacted] that this would extend the time it would take to replace the tires, possibly by hours. We  then offered Mr. [redacted] a ride home and to pick him up once it was finished and he declined this offer several times. As anticipated it was extremely difficult to remove the lug nuts and we spent 3 hours attempting to remove each without damaging the lug stud. Mr. [redacted] even drove to a parts store in Fredericksburg (15-20 miles one way) to pick up parts that would hopefully help in the removal of the lug nuts. When the owner came back, Mr. [redacted] asked for a time frame and we explained that we were hoping it wouldn't be much longer but the condition of the lug nuts were so extreme we could not give him a promised time and again offered another ride home that he declined but said he understood the issue and knew it would take longer than normal.We apologized several times that it was taking such a long time, but explained that the improper installation of the lug nuts by another party had caused the problem  and we were trying to remove the lug nuts with the least damage and cost to the customer.  Due to our patience with the damaged lug nuts we were able to remove all but one without breaking a stud. One of lug nuts had been so damaged that we had to drill out the stud in order to remove the wheel. At this time we knew we would need to replace one of the studs as well.  We conveyed this to Mr. [redacted] and he stated that he completely understood and knew that it was going to take longer than normal. At 7:30 his truck was finished and pulled up front for him. We again explained the situation, apologized for any inconvenience and ordered a new wheel stud for his driver-side rear tire so he wouldn't have this issue any further and explained that it was coming from our local parts vendor Saturday morning. We discounted his invoice over $240.00 in labor and  gave Mr. [redacted] a FREE supreme detail certificate that is valued at $150.00.  Mr. [redacted] stated that he would come in Saturday after running some errands, and would have us install his rear wheel lug nuts and stud that we ordered for him. Ms [redacted] told him that she would call once they came in, and if he liked we could detail his truck for him as well. He left Friday, leaving a balance due for 1 hour of labor we charged (instead of the 3 hours spent) and the balance due for the 5 lug nuts plus tax ($108.84 balance due) and promised he would be in Saturday to pay the balance when we were installing his lug nuts. We called Mr. [redacted] twice Saturday and left voice mails that his lug nuts were in and that we were open till 4pm. Unfortunately we have not heard back from him since he left our repair shop on Friday. We apologize that Mr. [redacted] feels unsatisfied with our service as this is the last thing we ever want.. We strive in every instance to provide great customer service and always want our customers to leave happy and their cars repaired correctly.We strive for good communication with all of our customers.  It is obvious that although we thought we had communicated well with Mr. [redacted], something was amiss.  We would very much like for Mr. [redacted] to be satisfied with our services and would like to complete the replacement of the rear lug stud and nuts at no further cost to him and continue to offer Mr. [redacted] his free supreme auto detail.

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed...

action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.My vehicle has been returned as per the initial complaint. However, it is still displaying signs of disrepair via heavy vibrations, and misalignment which caused the vehicle to veer left. These signs are emanating from the driver's front area where the repairs were made. It is my opinion that these after-effects are further damage which was caused due to the initial state of disrepair my vehicle was left. Therefore, I am no longer going to allow Locust Grove Auto Repair to service my vehicle due to the fact that they have been unable to successfully make the needed repairs to restore my vehicle to its fully operational condition. I will communicate this to the business and ask that this letter be accepted without prejudice as to the facts asserted herein by me. It I my opinion that this facility I accountable for the full repair of any further damage caused to my vehicle due to their negligence.
Regards,
[redacted]

Review: I originally asked to get 2 tires to my truck. I was told they could be done on 3/6/2015. It took until Friday the 13th of March after being told the tires were at garage & truck would be done by 5pm, I waited from 430- 730pm & was still expected to pay,after paying 300$.00 on the 6th of March.Desired Settlement: Apologize, deduct bill. It should not take a week to buy 2 tires and have them put on my truck. I needed vehicle for work etc.,and was told it would be done Sat., Mon, Tues, Wed, Thurs, Fri. & the tires came in Fri & it still took 3+ hours to put them on?

I am concerned that they do not operate with integrity, honesty, &aren't willing to admit failures or try to make amends for poor services. Timeline is unacceptable. Communicate clearly with employees & customers when a job cannot be done, don't lie to customers and say you can have it done & then you can't.

Business

Response:

To begin, Locust Grove Auto Repair apologizes for Mr. [redacted] being unsatisfied and we feel that we tried everything we could to provide updates on the status throughout the entire process. We offered shuttle rides home and to be picked up, discounted his invoice for several labor hours and gave him a FREE supreme detail gift certificate for the complications his truck had.Mr. [redacted] called in Saturday, March 7th 2015 to ask for a quote for a specific tire and then later in the day dropped his truck off (at 1:53pm) at which time he ordered two tires (he had provided the tire size and brand information over the phone). At that time he spoke with Ms. [redacted] and she explained that we do not stock tires, we order them and typically they are delivered within one to two business days and because he was ordering on a Saturday, we may not get them until Tuesday and he stated that he understood and was okay with that time frame. Tuesday, March 10th, the tires came in and unfortunately the tires did not match the ones hecurrently had on his truck. We regret that we didn’t verify the tire size that the customer provided with the actual tires that were on the truck as this would have alleviated this first delay. At that time the owner, Mr. [redacted], called to speak with Mr. [redacted] to let him know of the situation. Mr. [redacted] further explained that he could re-order the correct size tires but that these tires were not stocked at the local hub and because they are not stocked at the local hub they could take up to three days to receive. Mr. [redacted] also explained that on both rear wheels of the truck, all ten lug nuts that had been previously over tightened by another person/repair shop/tire shop and were either partially or completely frozen. Mr. [redacted] stated that he was already aware of this. Mr. [redacted] agreed to re ordering the tires and lug nuts. Mr. [redacted] recommended that he drop the truck off when the tires came in so he wasn't waiting longer than the normal time frame. On Wednesday, March 11th in the late morning, Mr. [redacted] called to see if the tires were in, and unfortunately we did not receive them yet. We explained again that sometimes it can take up to three days. We further explained that this had all taken place just after a large snowstorm that had delayed all of our deliveries and since these tires weren't in the local warehouse, they were being shipped in. Unfortunately, we have no control over the tire companies’ deliveries and expected them to be delivered by Friday. Mr. [redacted] was updated with this information.Friday, March 13, 2015 the tires were delivered and Ms. [redacted] left a voicemail to schedule having his tires installed. He then called back and said he would be in sometime between 4pm & 5pm.Mr. [redacted] came in about 4:30- 4:45 on Friday to have tires installed and made the decision to wait for his truck. Due to the previously mentioned complication with his lug nuts, we were forced to remove each one of the lug nuts with a special tool. This repair can often take a long time. We also believed that more than one of his lug studs could break during this process. Once we found that the issue was to this extreme we explained to Mr. [redacted] that this would extend the time it would take to replace the tires, possibly by hours. We then offered Mr. [redacted] a ride home and to pick him up once it was finished and he declined this offer several times. As anticipated it was extremely difficult to remove the lug nuts and we spent 3 hours attempting to remove each without damaging the lug stud. Mr. [redacted] even drove to a parts store in Fredericksburg (15-20 miles one way) to pick up parts that would hopefully help in the removal of the lug nuts. When the owner came back, Mr. [redacted] asked for a time frame and we explained that we were hoping it wouldn't be much longer but the condition of the lug nuts were so extreme we could not give him a promised time and again offered another ride home that he declined but said he understood the issue and knew it would take longer than normal.We apologized several times that it was taking such a long time, but explained that the improper installation of the lug nuts by another party had caused the problem and we were trying to remove the lug nuts with the least damage and cost to the customer. Due to our patience with the damaged lug nuts we were able to remove all but one without breaking a stud. One of lug nuts had been so damaged that we had to drill out the stud in order to remove the wheel. At this time we knew we would need to replace one of the studs as well. We conveyed this to Mr. [redacted] and he stated that he completely understood and knew that it was going to take longer than normal. At 7:30 his truck was finished and pulled up front for him. We again explained the situation, apologized for any inconvenience and ordered a new wheel stud for his driver-side rear tire so he wouldn't have this issue any further and explained that it was coming from our local parts vendor Saturday morning. We discounted his invoice over $240.00 in labor and gave Mr. [redacted] a FREE supreme detail certificate that is valued at $150.00. Mr. [redacted] stated that he would come in Saturday after running some errands, and would have us install his rear wheel lug nuts and stud that we ordered for him. Ms [redacted] told him that she would call once they came in, and if he liked we could detail his truck for him as well. He left Friday, leaving a balance due for 1 hour of labor we charged (instead of the 3 hours spent) and the balance due for the 5 lug nuts plus tax ($108.84 balance due) and promised he would be in Saturday to pay the balance when we were installing his lug nuts. We called Mr. [redacted] twice Saturday and left voice mails that his lug nuts were in and that we were open till 4pm. Unfortunately we have not heard back from him since he left our repair shop on Friday. We apologize that Mr. [redacted] feels unsatisfied with our service as this is the last thing we ever want.. We strive in every instance to provide great customer service and always want our customers to leave happy and their cars repaired correctly.We strive for good communication with all of our customers. It is obvious that although we thought we had communicated well with Mr. [redacted], something was amiss. We would very much like for Mr. [redacted] to be satisfied with our services and would like to complete the replacement of the rear lug stud and nuts at no further cost to him and continue to offer Mr. [redacted] his free supreme auto detail.