First impression: Customer-friendly ... good servi...

First impression: Customer-friendly ... good service.

Second impression after incident: IMPROVE points,

1) Good communication, so important !!
2) Clear costs picture, therefore higher than agreed, despite repeated questions, this is the total costs.
3) If you deviate from the agreed repair appointment, call first, the customer must finally pay.
4) An excuse is certainly appropriate.

Good luck!