We were called in advance to let us know Tom would be early (good communication from office). When he arrived Tom listened to the problem outlined, explained what he would do and what the charges would be. He solved the problem, explained the cause of the problem and what work he had done to solve it. Then he suggested additional work that would help prevent re-occurance. He was a delight to work with. This is our third BMW house call in the last five years and each one has been excellent!