Business ProfileforForza Customs

Had appointment lined-up through *** a week in advance for a remote starter purchase and installation as a surprise Christmas gift for my fiance. Was told to drop off the car at 9:30am Saturday. Because of the nature of it being a surprise and my fiance arriving home somewhat late from work, i was 12 minutes late dropping the car off. All seemed well though. Was told they tried to call to see if i was still coming only to find they had incorrectly recorded my phone number - which we subsequently corrected.Arranged to be picked up and taken to a family members house (who put their own plans aside to do me this favor) while i waited for the vehicle to be worked on. Was told - both by *** and the fella at the desk - "will be ready in a couple hours". So, 3 and a half hours later, with no call or update, i assumed "maybe they're just a bit behind, I'll give it another half hour, then I'll call". At the 4 hour **** i decide to call, thinking "maybe they got my number mixed up again or something?" Got an answering machine (which was full - by the way), so i waited... At the 5 hour **** (now 3:40) I'm really beginning to worry about how I'm gonna get this car back to the person who needs it for work in the next hour and a half.When i called at twenty to 4pm, i finally got an answer. It was ***, who quickly informed me that "it'll be ready by the end of the day (7pm), that they only had 1 installer working and they'd be getting to my vehicle just as soon as they finished the first." To which i replied "you mean it's been 5 hours, I'm holding up my family member who's waiting to take me back up there, i need to have the vehicle back by 5:30, I've gotten no call, NO NOTHING letting me know the situation, and you're telling me you guys HAVEN'T EVEN STARTED on it yet?" He acknowledged that, yes, this was correct "but, they're gonna get to it next..." Where upon i told him "no. Don't you even touch that vehicle. I'm on my way to get it."In fairness - *** did apologize, stating that "there were family emergencies and two installers had to leave, leaving only one to do the work (which he said he was helping with)". And, again, in fairness - had they AT LEAST had the most BASIC COURTESY to call the now inconvenienced customer (me) and apprise me of the situation, i would've understood and tried to figure out a plan to either reschedule, or find a vehicle for my fiance to borrow for her 12 hour shift, or something. But, no courtesy was given. My schedule, or that of my ride weren't considered. I couldn't even get a quick phone call to let me know that the "ready in a couple hours" installation job ... was now a NINE HOUR affair.To be perfectly blunt - had i not phoned (twice) and demanded the information a paying customer ought not be chasing a business down for, I'm absolutely certain it would've been 6:30 - 7:00pm before i heard anything from them. And, with all the same respect and consideration that was afforded me (the customer), given the shorthanded situation with the end of the business day approaching, I'm not fully confident that my loved-one's vehicle would've been attended to with any level of professionalism or courtesy either. How confident would you be that the business that didn't even have the decency to let you know that 2 hours wait has become 9 hours wait would treat your vehicle with any decency?To top it off ... as i wait in line behind a customer who actually had their car finished, *** quickly tries to hand me the keys, without even an apology or attempt to reschedule or make things right, dismissing me entirely as he goes back to the other customer's. He quite obviously didn't want them to know how they just screwed around the customer next to them - and i can't fault him for that. *** stated quite clearly that "it wasn't his fault" and "he was told by his boss that every customer has been made aware of the delays". Well ... they missed one! Please, take care and research. The ****** reviews are mixed, but the Yelp reviews read like a horror-show of a poorly run business.This was meant to be a nice little surprise for my fiance who's still recovering from a miscarriage on top of trying to help me battle with my own disabilities and health issues. And now, with a weeks time wasted and no other businesses with installation times available before Christmas, I'm now scrambling to profuse procure some kind of gift before Christmas that are far less appropriate for a woman that has been through h*** this year. Reading through the consistent "it's not our fault, it's your fault" replies to less than favorable customer reviews online, I'd be absolutely stunned to just get a simple apology and acknowledgement that someone along the line their screwed up. However, not holding my breath - as they owner's apparent failure to hold himself or his staff accountable in the myriad of review rebuttals says it all in terms of Forza Custom's respect and appreciation for their customers.