Joe received my call regarding my Explorer overheating, he counseled me well how to get the car to them safely, without overheating it, and in what circumstances to pull over safely and have it towed. The technician diagnosed the problem quickly, outlined all the steps necessary to fix it, and had Joe call me multiple times while in the process of fixing the main problem to suggest other important repairs that could be done easily with no additional labor cost since the engine was open anyway. They completed the repair faster than I expected -- at one point I called the dealership to compare prices and the service tech at the dealer was surprised that our thermostat could be repaired that inexpensively. It was a LARGE repair, not cheap, but it would have taken longer and been even more expensive at the dealership, to be sure. I picked up the car and it was clean inside and out.