I've taken my stuff their for years and have always had good experiences. I realize that sometimes they get backed up (when there are 100 people all needing lawn mower work in April--thats like walking into a full service restaurant at 6pm on a Friday and why they don't have space! lol...). That's why I get regular maintenance done (like a car) and avoid unexpected breakdowns. If I can do the work myself, I'll go there for parts and take care of it.