Well, what Gary went thru was a very big modification and apparently BMT couldn't handle such jobs, I think most probably what went wrong was the management. Nobody knows who's doing what and nobody knows what's high priority and what's not. I've had my GTR sent there and i can say that they're good for small stuff. A job that should take only a week became 3 weeks, so u can see how bad the time management was. There's so many times that we went there and stayed there for 5-6hrs just to wait and see nothing happening.
As for Gary, from the customer point of view, he should get what he paid for and if he's not satisfied, BMT should refund everything to him. BMT should never have let the modifications happen if they are not up to the job in the first place. Sorry to say this to BMT but this is BUSINESS, when u open up the business, unhappy customers are the things that u need to deal with first. The only thing that Gary can do is report it to Consumer Affairs.
Regards,
Akumi