First of all, we would like to say that we sincerely regret that Ms. Z experienced a problem with us. We try very hard please our customers and have obviously been unsuccessful in this case.
Ms. Z was referred to us by Discount Tire, who had inadvertently broken one of the wheel studs on her Mazda. These customers are sent to us because their shops are not equipped to perform such repairs. Unfortunately, wheel studs are often unique to various vehicles and, at times, it is difficult for us to obtain replacements as quickly as we would like. This is why this lady was forced to wait. We were trying to get her the proper stud, but couldn't locate one immediately. As a result, we asked her if she might return at a later date and promised her that we would do our best to get her in and out quickly, in order to minimize her inconvenience. She came back a few weeks later and we finalized the repair at no cost to her.
I can understand her frustration, due to the fact that customers normally don't realize that all automotive parts are not readily available. Although we have no control over this, we do sincerely apologize.
I suppose that what bothers us the most is that Ms. Z felt that she was not treated professionally and that we were not apologetic. As I look at our reviews over the past six months, I noted that we have 86 5 star ratings; 5 four stars; one 3 star; one 2 star; and Ms. Z's single 1 star rating. This represents something like a 96.5% overall score. In all honesty, I don't think that this would be possible if we were not respectful to our customers. That said, if Ms. Z felt that she was treated improperly, we apologize.