I have tried on several occasions to get a new exhaust put on my SUV. The first time, I went to the shop where I saw 4 people standing around talking. I asked for a quote & one of the employees gave me a price and told me that it would take less than an hour. I asked him if he could do the job and he told me that he was busy and the shop was going to be closing in an hour and a half. The next time I called to ask if the job could be done on that day and was told that they were too busy. This happened a couple more times. The last time I called was a Saturday morning. I told the man on the phone about all the times that I had tried to get my exhaust replaced at North American Muffler. He told me that they were very busy and I would just have to keep trying because they are the only muffler shop in New Castle. I called a few friends and found out that there is another place in New Castle to get my exhaust replaced. I contacted that person and he was able to get me in immediately. He was much more respectful than the employees at North American and he charged me $35 less than what North American quoted me. I guess because they think they are the only muffler place in town, they can stand around, disrespect customers and work only when they feel like it. Maybe they will be more professional when they figure out that they do have competition and the competition is MUCH better than North American. Looks like they employees will have a lot more time to stand around shooting the bull!