06/02/2026
Story time.
Our team missed a step during an aftermarket parts installation on a customer’s truck. At the time, it didn’t seem critical, but combined with a few other small oversights, we earned ourselves a 1-star review.
And honestly?
We deserved it.
The customer never called us beforehand to give us the opportunity to address it. They simply left the review, and after investigating the situation, we understood why.
Once we identified the issue, we launched a full internal investigation.
We contacted and recalled over 20 customers for inspections and immediately began ordering the missing brackets and isolators. After narrowing everything down, we confirmed only 3 trucks were affected.
Here’s what mattered most:
We owned it.
We paid another shop to correct one truck.
We repaired the improperly installed components on the others completely free of charge.
We corrected our internal process to make sure it doesn’t happen again.
Because leadership doesn’t stop with management. Leadership extends to the entire team.
We took the bruise, accepted responsibility, and handled business the right way.
The customer eventually changed his 1-star review to a 5-star review, and we never once asked him to.
Not because we were perfect.
But because we stood behind our work when it mattered most.
