I understand the customer's frustration but we tried to communicate as clearly as possible that the solution he was contemplating would make him unable to pass emissions. There were over ten emails back and forth detailing the options, some of which allowed for street driving but the one chosen we specifically state will not pass emissions. Additionally we furnished links to the tune provider's site that clearly disclaims that the solution is only for "Off Road / Racing" installations. Beyond the written correspondance there were numerous face to face discussions that clarified the option he selected, in contrast to other solutions, would delete the catalytic converters and the tune would only turn off the check engine light, the car would still not be emissions compliant. The customer even recognized the level of communication in a note thanking us for the thorough responses and links.
Obviously, despite all of these attempts to clearly explain the issues, this customer failed to understand all the implications of his decisions.
As for the wheel bearing, we have an estimate for the customer in our system still awaiting his call back to schedule his appointment. More miscommunication has obviously occurred here but our perception is that he was going to call back to schedule.
Lastly, the assertion that we "thrive on ignorant customers" says more about this person than anything I can add. We pride ourselves on fair treatment of our customers and the overwhelming majority of our reviews reflect that. I am sorry that this customer had such a poor experience but I won't break the law to get him an emissions sticker and I am unwilling to refund money for something we clearly explained and counseled against from the beginning.