I have had very good experience with West Services (WS) through the years. I felt the personnel there were interested in my business and treated me fairly. However, my last encounter with WS was less desirable than I had been accustomed to. I knew something was amiss when I approached the Service Counter and the young lady at the counter couldn't find the time to look me in the eye while I was explaining my problem (with my vehicle) and then proceeded to speak to me as if I was a customer at a fast food restaurant. She, in a nut shell, had no idea what customer service entails. Another issue I have is WS' high labor rate of $116.00 per hour. This rate exceeds the rate that major dealerships charge their customers in the Tidewater area. I doubt, WS overhead costs exceed those of the major dealerships and therefore believe this rate is gouging loyal customers, like myself. Lastly, my repairs. I brought my vehicle into the shop because of an air-conditioning problem (the A/C compressor electrical clutch would not engage the compressor). I was charged with one hour to diagnose this problem, which was somewhat excessive but not overly. After the problem was revealed to me your techs recommended the replacement of two parts associated with the A/C system. I agreed to the recommendation unbeknownst to me how easy it was to replace them. When I received my bill I couldn't help but notice that I was charged 3 add'l man hours (m/h) for the parts replacement. Your Service Manager (or who ever determined the cost of labor), I believe, determined the labor hours by adding up the m/h for each individual repair effort instead of taking into consideration that the all the repairs were inter-related and the time spent shared between them. In my opinion, how the total m/h expended, as determined by your Service Mgr. was excessive and once again an attempt to gouge the customer, which in this case was me. This approach is not conducive to good customer service and a poor business practice. I have been a loyal customer to WS over the years and remained so in spite of relocating to NC. However, I now doubt that that will be the case in the future.