CUSTOM COACH CO

Calling the business was a disaster - the person on the phone always put me on hold for a few minutes while she went to talk to the technicians. This makes no sense for questions that the phone person should have been able to answer: "what days are appointments available for next week", or "can I pick up the trailer tonight" should not require a long wait on hold while the whole shop has a discussion about it. Usually I got inaccurate information: the business promised me that I could make an appointment during a certain week and then said I couldn't bring the trailer in at all. I left the trailer for repairs and when I came to pick it up, at least three of the lights were still not working on the trailer. One technician grudgingly came outside to look, blamed the problem on my trailer adapter, informed me they didn't have another adapter to sell me to show me it would work properly, and then disappeared on his lunch break while I was still standing in the parking lot with a non-working trailer. The state inspection certificate, which I already had in my hand, was supposed to have certified that the lights were working, but I was looking right at them and they weren't working, and the technician just left. Only when I went back into the shop and told them I absolutely wasn't going to leave with a non-working boat trailer, a second technician finally came out with me and verified that there were three remaining problems with the lights. To their credit, they did then repair the broken and misconnected lights, but I had to wait another two hours while that work was done, and then drive out to the shop again to pick up the trailer. The most incredible part is yet to come: as I was hooking up the finally working trailer to the SUV, the technician who had fixed the lights walked up to me and pointed to the black keel roller that the boat rests on. It had a huge tear all the way across it. "You should really get that fixed," he said.