So in the end,we made it right. Isn't that good customer service? You say that you don't think you were being difficult by questioning things, which I don't think you were. But you immediately blamed the service dept. whichever question you were asking. How do you know the screw was NOT already there? Just because the tech didn't see it the first time on the lift? The tire could have been in any number of positions hiding that screw behind the swingarm, fender, etc. I'm not trying to say that it wasn't the service depts fault, it may have been, but it also may not have been. Even by you own posts here, that was not an option in your mind and we obviously did something wrong. Rick (service writer) is a super nice guy and if he was rude to you in any way then I apologize for that. However, I was standing back there for part of your conversation and you were not exactly being polite. That still doesn't excuse him telling you we don't want your business, because obviously we do, but he is human and we all make mistakes.