I am from out of state but I work locally and came to Willoughby as a 1st-time customer with an urgent problem (vehicle was over-heating, but in a strange way). I found the facility to be very professional, physically (the building), the people, and procedures (emails, diagnostics approach, organization, etc.). I knew that this was a difficult problem to solve and this was confirmed. Willoughby found several true problems with the cooling system and addressed other unrelated problems (successfully) which I asked them to check. I appreciated that their approach was to diagnose problems rather than blindly replace parts. I got my truck back in ~4-5 days, but I found the cooling system issue repeated. I was angry and expressed this on my return to Willoughby the following week. But I am very impressed with their response... very courteous, professional, empathetic. And in the end, it seems that although Willoughby truly corrected several problems on the 1st go, the 1 part which I had replaced a month earlier (non-original mfg. type... and I communicated this at the start) was the major source of problems and Willoughby solved the issue by replacing the part with the original mfg. version. They did all this extra work, including lots of test driving, including my own test drive with their mechanic for final approval, without an extra cost, and even threw in some gift cards. This is an organization that understands customer service, well done.