First of all. it wasn't "John" who made the appt, brought the van in and paid the bill, it was myself..Patricia...so to have this email survey sent to my email address, and then starting out with John, how was your experience, doesn't say alot for how closely you look at your customers. All the services I had rqst'd were done, and about 100 dollars more the the estimated ballpark figure I was given when booking the appt. You know how much a rad cap costs and how long it takes to put it on.. you know how long it takes to do a coolant flush, and you must know how long it takes to replace a block heater in a 2002 van, so I don't understand where the 100 difference came from