I am a repeat customer of Monro Muffler for many years, and on May 15, 2018, my 1998 Volvo S70 was scheduled for an oil change. Unfortunately, the drain plug could not be loosened, and the Assistant Manager, Roland, stated a special tool, (his own), would be needed. I returned on May 17, and Roland was awaiting my arrival. All preparations in hand, both Roland, and Jared, (Manager), worked on loosening the drain plug for an extensive amount of time as if I was their only customer ! Jared explained how a new drain plug would be needed, which Jared purchased from a local auto parts store, and did not include this on my invoice ! In the end, it is not so much what the problem was about..., It is how is was handled !! Both Roland and Jared treated my car as if this was their own, and I am extremely grateful. (This could have resulted in a stripped drain plug...,). Thank you both, Roland and Jared. 5/18/2018.