Professional staff. They respond in a timely manner. Text messaging is used to keep you up to date on status and cost of repairs, allowing you to approve or disapprove. My son's truck was towed in two days before his scheduled appt. I called on Monday and explained that my son needed to leave town on Wed. They were very kind and made every attempt to make this happen. The repairs were actually completed on Tues and he was on his way a day early. I understand why they have an excellent rating. The reviews were the reason I chose Gladney and I am very happy we did. I will definitely use them again.