My car broke down in Petaluma and was towed to Brodie's on recommendation of AAA. I live in SF, ~1 1/2 hours away. Needed work was preformed well, with excellent communication. Since I would have to pick up the car after business hours because of my work, on the day my car was ready, I called approx 15 minutes before Brodie's closing time to make absolutely sure the car would be ready for pickup with no problems, since this would be a 3 hour round trip for myself and the person giving me a ride. I was assured it was, and that the keys and receipt would be in the car.
Unfortunately this was not true. The drivers side window is faulty, and I had specifically warned them NOT to roll that window down before they started work on the car because it would not come back up, for which they thanked me. I arrived to find the window down and a note in the car telling me the window was faulty, and that my keys were locked inside the business, and to call the Mr. Brodie's cell number, which I did, assuming someone would at least come and get me my keys.
Mr. Brodie lives in Healdsberg, which is an hour north. He apologized for the window, and said if I were to leave the car, his guys would get the window up tomorrow. I explained that this was a 3 hour round trip for me for which I needed someone to give me a ride. I also explained that since I lived in SF and my car gets parked on the street, having the window left open all night was not good. Mr. Brodie laughed at this, apparently finding it funny.
I took the car, now becoming quite angry with the situation, as I could not simply drive home. I ended up having to drive an additional half hour south of SF to my ex-wife's house, leave the car there, borrow another car, etc. etc. etc. I also will now have to pay a local garage to get the window back up.
I understand things go wrong, and I even understand how even though I called to verify everything being ready right before Brodie's closed, this problem still occurred. What I am angry about is the fact that since the problem occurred close to closing time, the owner didn't want to inconvenience himself or his staff to fix it, and even though I was making a 3 hour round trip to pick it up, no one even bothered call me to tell me the car was in fact NOT ready, and then after I arrived simply suggested that I make another 3 hour trip again the next day.
I am also a business owner, and I understand problems occur. I also understand that I am not a 'regular customer', so maybe if I was I would have been treated differently. YMMV. I hope it does.