Thank you for your feedback, Chris. We always encourage our customers to leave us feedback as we use it to continuously learn and reflect so we are able to provide our awesome customers with awesome customer service. Your wife, Catherine had brought your F150 into our Fargo location where she was working with our Service Manager, Vern. After approval of the repairs, you called in to discuss exactly what Catherine had approved. We always want our customers to know exactly what they are investing in their vehicles, so we always want to provide clear breakdowns. While you did call our Fargo location, Vern was on the other line assisting another customer, so the call bounced to our Moorhead location. At this point, our Owner, Matt, answered the line and let you know that Vern was on the other line and offered to place you on hold. After being on hold, he came back on the line to let you know that Vern was still on the other line. As Vern was the Service Advisor that was assisting your wife, he was the person you needed to speak to about the approved repairs as our Moorhead location cannot see the files from the Fargo location and vice versa. We always want to be very transparent with repairs and services that we are performing because we are here to help our customers and build relationships, not sell them something. However, in this instance the only thing our Moorhead location could do was take a message and have Vern promptly contact you, so he could go over the repairs and services with you as well. We understand that our customers have busy schedules and that why Matt offered to take a message. At this point, we understand you were frustrated and became upset and started speaking to Matt in a very angry tone. He began explaining how we operate very differently from other shops as we are not commission based at all, instead all of our employees are paid salary, so our customers know they are not being taken advantage of. It was then that you hung up on Matt. After this, Catherine came in and picked up the F150 and told Vern that Matt had treated you poorly over the phone. We apologize if at any point, you or Catherine felt we were rude, but we can assure you that that was not the case as we handle all of our customer interactions very professionally. We would love to further discuss this with you, please feel free to give either of our locations a call or stop by anytime. Thanks, and have a great day!