I know Bob very well and I am not making any excuses for him but he is a 1 man shop and he is very overwhelmed working 14+ hrs seven days a wk. He really needs help but even if he found someone he dosnt have the time to stop and train them. I'm sure he will make things right.
Sounds like my engine guy. He is also a one man shop and works crazy hours. My guy likes it that way and doesnt want any help. Ive worked w him for 25 years and wont go anywhere else, but new customers lose their minds with the speed in which they get their stuff back. He also likes to try to make everyone happy and sometimes bites off more than he can chew. Sounds a little like whats going on at Modern. 440 source might need a higher volume shop for all those heads.
