I have been a customer at Sundberg's for a while and have had mostly positive experiences. This last week (Saturday November 17, 2018) I had an 8 am appointment for a procedure that should have taken approximately 1 hour. I dropped off my car and walked home so I could take our other vehicle to get tires rotated. I stopped by Sundberg's 1 hour and 20 minutes later, on my way home, to get an update on the car - thinking it would have been done. To my surprise, my car had not even been looked at. When I questioned Larry (manager) about this, he told me that all the bays were full and waiting on parts - they cannot control that aspect of the business and there "was nothing he could do". As a small business owner, myself that is one statement that infuriates me as there is always something that can be done. So, I mentioned that a phone call would have been nice at which point Larry let me know that he was unable to call me as he was so busy. I was surprised at the response - no apologies, but instead he told me that they always call when the car is done. When I asked for a timeline for when it will be done, he could not give me one. I had to be somewhere at 11:00 to umpire softball games for the day but had to find a replacement as I had no idea when I would have a vehicle. I did get the call at 10:15 that the car was done, which tells me that it should have been done by 9:00 am. When I walked over to pick it up, I was hoping for an apology for the lack of communication and the delay in getting to a vehicle that was scheduled to be worked on at 8:00 am. and maybe a discount for the inconvenience. I had to ask Larry if there would be any discount due to the inconvenience this caused me, and Larry gave me $5 off, which I informed him I was not satisfied with that as it cost me $100 in lost income. Larry was less than sympathetic and informed me that I was "disrespectful" and that I "yelled" at him - which I strongly disagree with as I know when I am yelling. Larry could have easily defused this situation by 1. Apologizing for the delay in getting to my vehicle and not calling me to inform me about this delay, 2. State that he will do whatever he can to get the car in as soon as possible to get taken care of, 3. Be proactive and offer a discount - don't let the customer have to ask for it as that never goes well. Simple customer service is all that was needed in this situation, but Larry was unable to do what I would deem "the right thing" for his long-time customer. I will continue to use them for the time being, but my expectations for decent customer service will be lowered and I will begin looking for other shops to take care of our cars. read more