We're grateful for the repair. However, dealing with customer service was like being in the Twilight Zone. There was no concept of pleasing the customer. It was about the customer pleasing the employee. We found ourselves, just by asking for a simple explanation of policy or by an expression of our frustration, so offending the employee that the previously agreed upon terms of payment were retracted and we were given new hoops through which to jump. It was all about power and who had the upper hand since the car was being held "hostage." A most unusual way to do business. NB