I took my Toro Z5000 mower to Buchalla Small Engine, in Belleview, FL. I was told it would take 12-14 days to get it fixed. A quote was promised before doing any work. I waited two weeks and called to see what the delay might be. I was told the mechanic had been trying to call me with a quote but was not getting any response. The reason I was not responding is because the number they have listed in their system is my old phone I have not had for going on two years. They have not changed their records although I have repeatedly asked them to do so. I have purchased blades from them at least three times a year and other numerous parts during that time. Each time I go into their store we have the same discussion about changing their records. When I dropped off the mower I specifically mentioned that I be called using my new number, which is also in their record notes. I was assured they would make a note of that on the paperwork. They did not. The mechanic told me he had been trying to contact me for several days. He gave me the quote for the work on the deck he said needed done but he had not looked at the transmission problem it was taken in for. He said he'd look at it and call me back. I told him about their lousy customer service and he said he would go in to the service center and have them take care of it. He may have told them, I have no idea, but the bottom line is they did not make the changes. Again, I did not hear from them for several days and called back. As *** as it may seem, he again tried to call me on the old number. Flustered and irritated I asked him about the quote, but didn't get all of the detail. I told him to fix the mower so I could get it back before I had to bail my lawn since it was now almost three weeks. After several day's delay for parts, they tried to call me with the old number, and to add insult to injury, replaced and charged me for a pulley that I had just replaced a few months ago. By far the worst customer service in my life! I tried to talk with a lady about the problem but she got belligerent when I wouldn't listen to her excuses. Seems they are "thinking" about getting a new system and couldn't change the number in my record because they'd have to shut down all of the computers except one. *** is, is *** does. I'll drive to Tampa for parts before I spend another nickel with this air-headed operation.