Baker Supply and Repair

To say this was an awful experience would be an absolute understatement and I highly discourage anyone from using this shop.
We dropped our lawn mower off for a diagnostic in mid-​late November. They were upfront and honest and said it would be a week or so before they could look at it. We left the mower and went on our way with them saying they would call to let us know what they found.
3 weeks come and go without a call. We call to see what is going on and discoveres they have already diagnosed the lawn mower and have a quote for repairs. We didn’t understand why they didn’t call us but let is slide since it was the first «issue.» Fiancé tells them he will repair it himself but would appreciate them ordering the part. They said the part would be in the following week and they would waive the diagnostic fee of $ 30 since we were ordering the part through them.
The date they said the part would arrive comes and goes without a phone call, once again. Fiancé calls them to check in and is told the part has still not arrived and they would look into it and call us back.
Wouldn’t you know, they never call us back to update on the arrival of the part we were waiting on. For the 3^rd time, my fiancé calls them to check in and is then told the part is in and the repairs are complete.
Hold on — we said we would not have them completing the labor AND they repaired the pull string which we never requested or agreed to and of course are charging us for their mistake. Fiancé looses his patience at this point in time with the person he is speaking with and is forwarded to the manager who apologized for the experience, expressed she wanted us to be happy and she would be waiving the labor as well as the diagnostic fee (as previously agreed) on the invoice as we did not authorize the work to be done. Fiancé tells her he will pick up the lawn mower on Saturday.
He drives down this morning and the invoice has not been adjusted. The staff working cannot get ahold of the manager to verify that the labor is being waived. My fiancé ends up leaving the shop without the lawn mower and told the employees he needs to receive a call today to get this finalized. He gets a call back shortly (mind you — this is the 1^st time someone there has actually called us!) to say it has been straightened out and the mower is available for pickup.
He just got home with the lawn mower. Wouldn’t you know that they did not waive the diagnostic fee as promised weeks ago! He told the employees he was extremely disappointed and would do everything he could to discourage anyone from ever using their shop. The employee nicely responded, «I totally understand.» He was completely professional and nice but ultimately he couldn’t overide the decision made by the owner/​manager.
6 weeks of crappy service to be charged for work we did not request/​authorize and then not to have the compensation promised applied.
Customer service is half of running a business especially in a small town. It’s always a shame when we cannot keep our money local. There is a tried and true shop in Gilroy who will get our money from this point on.