I make decisions about who/what/where/when/etc based upon my own personal experiences and I'm sure a lot of others do too. I'm not brand loyal. I stopped using an oil change place that I used for years simply because they kept insisting their techs drive my cars around with clothes on that they wore in the oil pit. The attendant that normally worked the cars in plain clothes moved up to the shipping department and his position wasn't refilled. The woman changing to TMO is no different. She didn't like what was happening and made a change.