Hi Lorraine. I have had a chance to review your file and I apologize for any confusion that may have occurred. As you are aware, new vehicles are much more complicated and much better designed than vehicles of the past. They are made from newer, stronger, and lighter materials and are electronically and mechanically very complex. One positive outcome of this advanced engineering is that maintenance intervals are longer. In other words, tune-ups, bulb replacement, etc need to occur with much less frequency. As a consequence of new engineering, however, sometimes repairs are more complicated. This is the trade off, but with an overall advantage that a single service visit is still much less costly than several slightly less expensive visits. In the example of your 2011 Malibu, you are only now replacing a head light bulb for the first time. You purchased the car almost six years ago! This type of headlamp life is a true testament to the quality of your Malibu. You had come in on a Saturday to have your headlamp repaired, which can involve removing the front bumper in some cases. The repair you requested is a time consuming procedure for which we normally charge only $79.95 for one side, and only $139.95 for both sides. In addition, since we only provide oil change service on Saturdays, we generally restrict bulb replacement to easy-access jobs only. The job you requested was not easy-access. Nonetheless, our General Manager, Gord Mansfield, authorized an exception allowing, not only that the repair be completed on a Saturday, but that you pay only $72.00. There is a lot of good information concerning your 2011 Malibu in the owner’s manual that came with the vehicle, but I would be more than happy to answer any questions that you may have. Please feel free to visit, email, or call me with any questions or comments that you may have. Michael Kocsis, Assistant Service Manager.