I made an appointment to get something that was confirmed to still be under warranty fixed. There was no indication that I would have to ultimately pay to have everything replaced until I came in for the appointment. Since I wasn't prepared, I said I don't think I'd be able to get it done today and I started to say that I was going to take a minute to try and figure out if I could afford to spend the money today or if I'd have to wait when Jeff cut me off and said if he doesn't do it today he won't touch it at all because he now has to pay someone to stand around and do nothing for 3 hours, implying that I'm not welcome back there at all. That's fine, you can be sure that I will never even considering going back for anything. I made it clear when I made the appointment that I was told it was covered by a lifetime warranty. He didn't even attempt to let me know that it wasn't going to be covered until I was there for the appointment. I record all of my calls and I listened to it to confirm this. Had he been clear about this, I wouldn't have scheduled an appointment unprepared, As a consumer, when you're told something has a lifetime warranty, you expect to be able to get it fixed when the item stops working. In my experience, I've had to pay to ship whatever the item is back to the manufacturer, but everything else is free, under the warranty. Maybe this doesn't occur to someone in the industry, but you can't assume everyone knows everything you do about your industry. If I did, I wouldn't have to bring it to you to fix it in the first place. Not knowing something would cost nearly as much as buying it new did to fix it isn't on me when you never said anything about it costing anything. It's not fair to blacklist a customer for that. I understand that a cancellation costs him money and the whole principal of that, but don't you think you should have told me that when I set the appointment? I would have ended up coming back and paying you for it at a later time, but since you made it clear you don't want my money, I won't bring any of my cars in for anything else, ever, and I will be sure to let everyone know how you treat your customers. I initially typed this review right after I left Creative Sounds and wanted to wait until I wasn't so upset about this whole situation but I just got a call from Jeff that only made it worse. I of course told my husband about not being able to get this fixed and about how I was treated so he talked to Jeff which prompted Jeff to call me. He did say he was sorry several times but only that he upset me and then continued to tell me why I was wrong. He brushed off when I bought up that he should've told me about the cost up-front and it was clear that he was only calling to try and save face for the business' reputation and I'm even more angry about it all now than I was earlier. I want to be clear - I'm not upset that it's going to cost money to get this "warrantied" item fixed, I'm upset that I wasn't advised of this until I came in for my appointment. Even just that wasn't that bad until I was told, "The thing is, I blocked out 3 hours for you today so I'm not going to touch it after this." The fact that, even after speaking with both me and my husband, Jeff doesn't understand that kind of thing isn't okay is ridiculous. I'm all about supporting small businesses, but not ones that are rude to customers. "I'm sorry I upset you" isn't okay. I'm sorry I omitted important information and since that's my fault, you can come back another time would have been the right thing to say. You've lost these potential customers. read more