I contacted Leer Truck for advice about removing a stripped tork screw on one of my factory-installed truck bed rails. I needed to remove the bed rails to install a new tonneau truck cover.
Before calling Leer, I had contacted another local shop which quoted me $500 to remove the stripped screw, stating that it would take 2 hours to remove the screw. A couple of days earlier, I reached out this same shop to see if they had a particular tonneau cover in stock. They didn't but told me that it would take an hour to install the tonneau cover and that they could install the cover for $250 if I provided the cover and $150 if I purchased the product from them.
Okay, let's pause and review ... The other shop quoted $150 to $250 to install an entire tonneau cover but also quoted $500 to remove a single stripped tork screw? Hmmmm.
Needless to say, I wasn't going to pay $500 to have them remove one screw, so I called Leer to see if I would have better luck ... and I did.
Long story short, I called Leer and spoke with Poncho. After listening to my situation, he recommended an approach for removing the screw. I told him that I had already tried that approach so he offered to have me swing by the shop to take a look. I drove by the shop shortly thereafter. Poncho took a look at the stripped screw, got out his angle grinder with a metal cutting wheel, cut through the exposed part of the screw and removed the screw. He did this in less an 1 minute. I offered to pay him for his service, but he refused. I gave him $20 for his kindness which he accepted with a smile.
The other shop has a positive review history as of this posting (4.5 out of 221 reviews), but I cannot, in good conscience, give them my business in the future. However, I will definitely give my business to Leer who spent a minute of time to help.
Sometimes we need situations like this to remind us that humanity and kindness is a differentiating business value.