I had to reply to this part of your quote because this made me grind my teeth - no comment on the company you hired particularly - but in general: Tuners, Shops, etc. work for YOU. They are hired by YOU. They are paid with YOUR money. They damn well better answer phone calls, email, etc. PROMPTLY. And they should be grateful to answer any inquiry you have, and not mind if you want frequent - even if redundant - updates.Sometimes when you want the best it takes longer and i am used to instant gratification need to settle down i guess.
Too many of these clowns cop an attitude of indignance and contempt: "How dare you question me?". "I'll get to your car when I get to it". They think you won't go somewhere else because of their divine talents. And too many speed shops and tuners have this shithead attitude.
BS - I had my Focus tuned by Tune+ and my Mustang tuned by AED. Emails and questions answered the same day. Phone messages answered w/in 1 day. Hell, Shaun even picked up at times when I called. Papini's in Temecula aligned my car - great work - but also great customer service and attention. And I've dealt with opposite too
Also - my advice is to go with local reputable shops when possible - so you can waltz on down to the local courthouse if they deserve to get sued. Face it - while some of these shops do good work, this isn't nuclear physics or molecular genetics - good talent abounds. And you don't need to put up with ANYONE'S shit.