This customer has been to our shop 2 times for diagnosis on 2 different complaints. He came in once in April of 2017 and we diagnosed his vehicle with a plugged catalytic converter which he declined the repair. The second time he came in was to look at an oil pan issue and he was NOT charged to look at! We are not sure what the issue was that resulted in the low score. We may not have understood what the customer was trying to achieve with the language barrier.