Cliente VerificadoI think that there may be some confusion with the recounting of your visit. I, myself, tried to explain and advise you of what we found in our diagnostic procedures, but you directed me again to the person who will be paying the bill. We explained to him that we confirmed that the AC system didn't work during our test drive, so we pulled it into the shop and found the the AC system had no freon in it. The compressor will not work with low freon levels, so we had to fill it up to test it. This process takes longer than an hour for this design. We are sorry for the amount of time your visit took, but you also had us looking other issues, which made the wait longer. Upon filling your freon syste, we turned the system on and confirmed that the dye we added was coming out at a leak in the condenser. Now knowing that there is a leak, we can not allow any excess freon to escape and go into the atmosphere, so we had the extract the freon that did not leak out. I reviewed the video footage concerning the time that you had to wait, and I can confirm that you were here almost 2.5 hours, but there was only 1.5 hours billed, while the work performed booked at 2.0 hours. After calculating these things, we see that the car was pulled in at 8:15 and pulled out at 10:13. Some of the wait time was eaten up in conversing in the office, waiting to get to speak to you after other customers were waited on, and for paperwork and estimates, including the phone call to Stan and a second explanation. I hope that this break down helps to see the reason for the delay, as well as show that we really do have your best interests in mind as we try to get through the problems that your vehicle is having while repecting your situation in terms of the extra steps needed to have the payment go through as requested. I do wish that I had known that you had these concerns while you were here, I would have been happy to approach the situation in another way, or spend more time explaining if need be. Feel free to talk to us about any concerns that you have in the future, we are here to help you in any way that we can.