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EAS Daily Call Report: 2026-06-14
Scope: all 24 EAS teams, 2026-06-14 00:00 through 24:00 MDT (65 calls). Sunday: most EAS shops are closed, so volume is low and skewed to afternoon and evening after-hours handling. All times below are shop-local (MDT). Call links open the call (with recording and transcript) in the Avoca dashboard. Method: every call's metadata pulled from the Avoca Enterprise API; full transcripts reviewed for all 15 Unbooked calls, all booking-intent calls that ended unbooked, every repeat-caller sequence, and flagged follow-ups (53 transcripts total).
Topline
| Result | Count |
|---|---|
| Booked | 7 |
| Unbooked | 15 |
| Excused | 43 |
| Transferred (any result) | 15 |
| Silent / no-engagement calls | 5 |
The first call landed at 8:09 AM and the last at 7:20 PM, with the bulk between 3 and 6 PM. Only 14 of 24 stores logged any calls; 10 had zero (5th Gear, Antero, Arapahoe Crossing, Aurora, Centennial, Crestline, Davis Repair, Platte, RSG, South Park), which is normal for a closed Sunday. Ponderosa carried the day at 18 calls, more than a quarter of the total.
The booking_result field behaved normally today (15 Unbooked), unlike the 06-08/09/10 skew where nearly everything non-booked logged as Excused. The dispositioned table below is titled for Unbooked accordingly, with booking-intent Excused calls folded in where relevant.
Bookings that ran end to end in the transcripts: Ponderosa (Paresh, oil change; Marripudi Sriharsha, tire patch; Gideon Streifel, Wrangler gasket; Rahul Anand, oil change), Cooper's (Jasmine Matson, trailer-tire pickup), Thornton (Shannon Price, stuck-window drop-off), Windsor (Dakota Bailey, tow-in).
Finding 1: Ponderosa is booking same-day Sunday slots and reciting the wrong shop address; one customer drove to a closed store
The day's most consequential issue, and it is store-config, not agent behavior. The Ponderosa (Parker) line greets correctly as "EAS Tire & Auto on Ponderosa Dr," then ends every booking with "we are located at 8 2 7 3 South Quebec Street in Centennial." That is the Centennial address, not Ponderosa's. It appears on all four Ponderosa bookings today and on two rescheduling attempts.
The address error compounds with a Sunday-availability error. The agent treats Ponderosa as open and offers same-day slots. The clearest evidence is one customer's round trip:
- Paresh, 10:01 AM: booked an oil change "for today at 10 30 AM," confirmation address Centennial.
- Paresh, 11:27 AM: "I have appointment today when I meet the store, but it's closed." The agent re-confirmed the 10:30 AM appointment exists ("I see you have an oil change drop-off appointment for your 2023 Hyundai Tucson scheduled today at 10 30 AM"), apologized, and forwarded him.
Two other callers caught the wrong address mid-booking:
- Jack, 10:18 AM: new-customer oil change, agent confirmed "8 2 7 3 South Quebec Street in Centennial." Jack: "wrong wrong location... The one in Parker. You even said at the beginning, Ponderosa." The agent then disclosed it answers for the Centennial location and gave him the Parker number; he hung up to call directly. No booking.
- Jack Shannon, 2:05 PM: rescheduling a 3 PM Ponderosa appointment, told the new time was at "Centennial." "You keep putting me at the wrong place. I want it to be EAS on Ponderosa in Parker." His cancel of the 3 PM and reschedule request lived as a message.
Same-day Sunday bookings were also taken from Marripudi (1:27 PM, 2:30 PM tire patch) and Jack's 10:30 AM waiter slot. Whether Ponderosa runs a Sunday crew or those slots are phantom needs shop confirmation; Paresh's closed-door arrival argues for phantom. Either way, the recited address is wrong on every Ponderosa booking and should be corrected before Monday.
Finding 2: appointment lookups miss next-day bookings on cancel and reschedule calls (4 stores)
Four callers tried to cancel or reschedule an existing appointment and the agent found nothing on file under their name or number. If those appointments are real, the slots stay held as phantom no-shows.
- Bella Jaramillo, Englewood, 3:12 PM: "I had an appointment to take my Jeep in tomorrow," wants it off the schedule. Agent: "I don't see any upcoming appointments for your Jeep." Bella confirmed it would be under her name and number.
- Sarah Gordon, Loveland, 5:32 PM: oil change tomorrow, broke her foot, needs to cancel. Agent sees the account ("I do see your account here under Sarah Gordon") but "there isn't an upcoming oil change appointment showing for tomorrow."
- Darcy Derbin, Kipling, 5:33 PM: "I think I had an appointment for tomorrow, which I need to cancel." Agent: "I don't see any upcoming appointments listed for tomorrow or in the future." Darcy: "It should have been there."
- Paul Conant, Chatfield, 7:20 PM: "I had an appointment tomorrow... I cannot come tomorrow, but I wanna reschedule." Agent: "I don't see an upcoming appointment for tomorrow under your number," took a message.
All four were handled gracefully (messages captured where relevant), but the common thread is a lookup that cannot find tomorrow's appointments. This echoes the Tina Erickson and Market Escobedo misses on 06-10. The risk is concrete on a closed Sunday: customers calling to free up Monday slots cannot, because the agent cannot see the booking to cancel it.
Finding 3: quote requests still have no path (6 calls, 2 explicit comparisons)
Every caller asking for a price on known work got the no-charge visual inspection pitch instead of a number or a pricing follow-up.
- Aurora Mississippi, 10:37 AM: power-steering flush on a 1999 Suburban, openly price-shopping ("I check it at different prices"). Pitch, then no same-day opening. "I checked all the place. Thank you so much," ended without booking.
- Katrip, Ponderosa, 4:10 PM: returning customer wanting a brakes-and-rotors estimate on a 2016 4Runner, "calling to see if there's a possibility to get at least a rough estimate." Pitch; "I will have to call you guys back."
- Dwight, Thornton, 3:12 PM: already had his Subaru inspected, has the results, wants the catalytic-converter price. "It's been inspected. I got the results... I didn't see any prices for anything." Forwarded.
- Cooper's tire quote, 8:09 AM: asked for a tire quote, got the inspection pitch, then "Sara, are you the AI?" and ended at 27 seconds.
- Cooper's alignment, 3:06 PM: "How do you guys charge for an alignment?" Pitch, ended at 25 seconds.
- Total Auto, Mark, 8:21 AM: has a Ford dealership timing-chain estimate, wants EAS to beat it. Pitch and a drop-off requirement; leaving on a road trip, "I'll phone back and schedule."
Contrast: oil-change pricing is wired and answers cleanly. Two Ponderosa callers got "eighty four dollars and thirty six cents after taxes" instantly (Jack).
Finding 4: two comeback complaints over recent work, one threatening fraud charges
Both were captured as manager messages, handled calmly. On a closed Sunday these sit until Monday, so confirming the callbacks matters.
- Kathy Davenport, Thornton, 3:36 PM (9 min 23 s): her son's car had $2,000 of work (described as a fuel pump that escalated), the shop lost the keys over a weekend, and the radiator blew within 50 miles of pickup. "Your company should fix this... it would be nice if the manager would call my son." Wants warranty coverage and possibly a covered tow. Full details captured (son Aaron Davenport, phone, email, Honda).
- Kyle Walpole, Chatfield, 3:59 PM: asked for the owner, stated "I'm going to be having charges filed against them for fraud," naming service advisor "Cruz Gwadino." Message and callback number captured.
- Related at Ponderosa: Trevor Wixom, 3:52 PM: paid "over four thousand dollars" for AC and oil-leak work; rear AC still not cooling, new dash warning lights, two prior messages to "Chase" unreturned. "I'm just gonna keep calling." His earlier 3:50 PM call asked for Chase and was forwarded.
Finding 5: Aurora Tower has cars in the shop and no path to a person; one customer called twice, increasingly upset
Aurora Tower logged 7 calls, zero forwards. Every status or pickup request became a message with "I don't have live status updates," matching the 06-10 and 06-11 pattern. The sharpest case:
- Hans Poly, 4:34 PM: dropped his 4Runner at 8 AM, no callback. "The guy called me, he's gonna look at it right away and call me, but nobody ever called me."
- Hans Poly, 5:52 PM: "I don't wanna talk to you. I wanna talk to the shop... I'm very frustrated." Still a message only, with closing time (6 PM) approaching.
- Jonathan Dunleavy, 3:49 PM and 4:00 PM: returning the shop's call about his 2017 Cruze, asked twice if it was ready for pickup, "I would like my car back." Message only both times.
Finding 6: smaller observations
- A Google automated agent quote-shopped two stores in the same second. A toll-free 833 number ran AC and brake-inspection price checks at Lakewood (9:18 AM) and Colorado Springs (9:18 AM), both opening "This is an automated service from Google." The agent correctly described the no-charge inspection and refused to commit to an appointment, but at Colorado Springs it offered "today at 9 30 AM" as the soonest drop-off, another same-day Sunday slot worth checking against actual hours.
- After-hours tow-in handled well at Windsor. Dakota Bailey, 6:34 PM: the agent correctly said "since it's after hours" and "the shop is closed," walked the caller through the drop box, and captured a 12-to-1 PM callback for a suspected busted coolant line. Windsor's after-hours framing is the clean contrast to Ponderosa's "we are open today."
- Thornton (formerly Mountain View) handled an after-hours mechanical call cleanly. Shannon Price, 5:32 PM: window stuck open after a recent pickup, "sounds like I got them after hours." The agent booked a Tuesday 7:30 AM drop-off with the correct address ("8 6 5 0 Pearl Street in Thornton").
- Work-authorization and records gaps captured as messages. Caroline Summers, Cooper's, 1:41 PM approved the work the team discussed ("go ahead and get started") and asked for a completion-time call; lives as a message. Alex Pazuchanics, Kipling, 2:22 PM wanted to know whether yesterday's pickup included an oil change (no receipt); records not visible to the agent, callback captured.
- Confused or out-of-scope calls handled gracefully. A Cooper's bumper call (1:11 PM) was correctly told EAS does mechanical, not body work. A long Aurora Tower call (5:05 PM, 7 min) from a hard-to-follow caller dropping a Lexus for customer-supplied-parts install ended in a status message after several "I didn't quite catch that" loops.
- Silent / no-engagement calls: 5 of 65, all 9 seconds or less, including a Cooper's pair and a Ponderosa 6-second drop that closed a three-call attempt to reach Chase (the two prior were forwarded).
All 15 Unbooked calls, dispositioned
Booking-intent calls that logged Excused (cancel-lookup misses, the Dwight pricing transfer) are folded in below where they belong to a finding.
| Time (MDT) | Store | Caller | Verdict |
|---|---|---|---|
| 8:09 AM | Cooper's | (tire quote) | Quote path: asked if AI, hung up at 27 s (Finding 3) |
| 8:21 AM | Total Auto | Mark | Quote path: wanted to beat a Ford estimate; will call back (Finding 3) |
| 9:07 AM | Ponderosa | (4 tires) | Inventory gap: needed tires before leaving town, no stock answer; would not book sight-unseen |
| 9:18 AM | Colorado Springs | Google automated agent | Quote check, offered same-day Sunday slot to verify (Finding 6) |
| 9:18 AM | Lakewood | Google automated agent | Quote check, inspection described accurately, no appointment (Finding 6) |
| 10:00 AM | Cooper's | Griffin Lancelot | Battery + computer reset; offered tomorrow 8 AM, asked for a person, transferred |
| 10:18 AM | Ponderosa | Jack | Wrong-address: booked at Centennial, caught it, left to call Parker directly (Finding 1) |
| 10:37 AM | Aurora Mississippi | (Suburban) | Quote path: price-shopping, no same-day slot, defected (Finding 3) |
| 11:54 AM | Cooper's | Colin O'Connor | Diagnostic for 4 codes; lives in his car, wanted to wait, drop-off only; booked Tuesday 4 PM, situation noted. Legit |
| 1:32 PM | Ponderosa | Jake Van Brammer | Weekend waiter oil change; next weekend offered, will check schedule. Legit |
| 3:06 PM | Cooper's | (alignment) | Quote path: ended at 25 s (Finding 3) |
| 3:14 PM | Thornton | Dwight | Quote path: inspected, wants cat-converter price, transferred (Finding 3) |
| 3:50 PM | Ponderosa | (for Chase) | Comeback re: unfixed vehicle, transferred (Finding 4) |
| 3:52 PM | Ponderosa | Trevor Wixom | Comeback: $4k AC/oil-leak work, rear AC dead, no Monday waiter slot (Finding 4) |
| 4:10 PM | Ponderosa | Katrip | Quote path: returning customer, brakes-and-rotors estimate; will call back (Finding 3) |
Recommended actions
Shop-side (EAS):
- Confirm whether Ponderosa runs a Sunday crew. Paresh booked a 10:30 AM same-day slot and arrived to a closed store; Marripudi (2:30 PM) and Jack (10:30 AM waiter) got same-day slots too. If Ponderosa is closed Sundays, those bookings need cleanup and the customers a call.
- Reconcile the four cancel/reschedule lookup misses so the Monday slots are not held as no-shows: Bella Jaramillo (Englewood Jeep), Sarah Gordon (Loveland oil change), Darcy Derbin (Kipling), Paul Conant (Chatfield). Also process Jack Shannon's Ponderosa 3 PM cancel from Sunday.
- Confirm the manager callbacks happened: Kathy Davenport (Thornton, son's radiator after $2k work, warranty + tow question), Kyle Walpole (Chatfield, fraud-charge threat naming advisor Cruz Gwadino), Trevor Wixom (Ponderosa, $4k AC job, rear AC still dead).
- Aurora Tower: confirm Hans Poly (4Runner dropped at 8 AM) and Jonathan Dunleavy (2017 Cruze) got status callbacks before the 6 PM close; both cars were physically in the shop.
- Confirm Caroline Summers' go-ahead reached the Cooper's work order and Dakota Bailey's Windsor tow-in callback (12 to 1 PM, coolant line) is on the Monday list.
Platform-side (Avoca):
- Fix the Ponderosa store config: the booking confirmation recites "8 2 7 3 South Quebec Street in Centennial" on every Ponderosa appointment. The greeting is correct (Ponderosa Dr); the address and the location the agent claims to answer for are not. Two callers caught it mid-booking.
- Gate same-day availability by the shop's actual Sunday hours. The Ponderosa and Colorado Springs agents offered same-day Sunday slots; at least one led a customer to a closed store. If a shop is closed, the agent should say so and book the next open day, the way Windsor and Thornton did after hours.
- Investigate the appointment-lookup misses on cancel/reschedule: four stores in one day could not find a next-day appointment the caller insisted existed (same pattern as Tina Erickson and Market Escobedo on 06-10). This is sharper on cancels, where the held slot cannot be released.
- Give quote requests a capture path (price ranges or a pricing-callback offer) before the inspection pitch; six calls today, including two returning customers, left without a number or a follow-up. Oil-change pricing already proves the wired-price pattern works.
- Wire a transfer or callback SLA at Aurora Tower (zero forwards across 7 calls) for callers whose vehicles are physically in the shop; Hans Poly escalated across two calls with no path to a person.
Call IDs for the cited calls
Links open the call in the Avoca dashboard (enterprise 117). IDs shown in full for use with the Enterprise API.
| Caller / event | Team ID | Call ID |
|---|---|---|
| Paresh booking (Ponderosa) | 2678 | 2675854b-753e-4e93-9433-8a5a03fc2047 |
| Paresh closed-store callback (Ponderosa) | 2678 | e1d37d8c-de48-4652-877c-0e9f35713654 |
| Jack wrong-address (Ponderosa) | 2678 | 57c229aa-f21f-4598-9ff2-ead75e398d11 |
| Jack Shannon reschedule (Ponderosa) | 2678 | c2772886-e62b-44af-88fe-3a1dc897eec2 |
| Marripudi tire patch (Ponderosa) | 2678 | 5948adc9-177f-4516-9c5c-38f9f9132fb9 |
| Gideon Streifel Wrangler (Ponderosa) | 2678 | 91ab9e29-8c2b-4174-a0b6-f918e22a5d22 |
| Rahul Anand oil change (Ponderosa) | 2678 | 41956b4f-6428-4159-b6ac-c6d2da9e5c7f |
| Bella Jaramillo cancel (Englewood) | 3065 | 8e81da7f-1a20-49e4-a9b1-9231705f07d9 |
| Sarah Gordon cancel (Loveland) | 3066 | 06103068-42d3-412c-9f90-a3afbdcd1e75 |
| Darcy Derbin cancel (Kipling) | 3056 | 1daa7e4c-7efd-430e-8caf-115c94903874 |
| Paul Conant reschedule (Chatfield) | 2815 | 722c80f0-2d61-494b-ba44-3be8e532db40 |
| Suburban PS-flush quote (Aurora Mississippi) | 3062 | cefce827-17b6-4bc6-bb16-62bbe4d92cfc |
| Katrip brakes quote (Ponderosa) | 2678 | b082e9e8-1151-4157-b401-5bd262f560d0 |
| Dwight cat-converter price (Thornton) | 3068 | cc7e32f1-499a-46db-9ceb-2113c516393f |
| Dwight earlier status (Thornton) | 3068 | 44c1fc7b-8ae6-4e68-8cec-a9b52df23d1a |
| Cooper's tire quote | 3059 | fbb25d73-205f-4019-b0b3-7918e325eae1 |
| Cooper's alignment quote | 3059 | 11e13a57-7e40-4df4-b4ed-9a705f65ad36 |
| Mark timing-chain quote (Total Auto) | 3073 | 956c7676-a7fd-47fc-b529-9f373f8dbeab |
| Kathy Davenport complaint (Thornton) | 3068 | 5274cd68-d84b-42e4-91e8-549809954c09 |
| Kyle Walpole fraud threat (Chatfield) | 2815 | dddf1a5b-f7e5-4815-a087-56088e93c489 |
| Trevor Wixom comeback (Ponderosa) | 2678 | 0878752b-8034-45e8-b13e-f861f85b4918 |
| Chase comeback call (Ponderosa) | 2678 | 06fae146-c765-4cd7-9376-4dff06267c56 |
| Hans Poly call 1 (Aurora Tower) | 3063 | 20ba62d5-8b51-4e3e-a8cd-2e394f57c58a |
| Hans Poly call 2 (Aurora Tower) | 3063 | 88ebb32e-6e02-4c2e-9224-49eea4f6c648 |
| Jonathan Dunleavy call 1 (Aurora Tower) | 3063 | d796c861-a606-4cb9-b04c-e65a687dc816 |
| Jonathan Dunleavy call 2 (Aurora Tower) | 3063 | 0479c3d0-7e6f-4bb3-abd5-803108c3a6dc |
| Lexus parts-install long call (Aurora Tower) | 3063 | dbcbf466-71c1-4aed-b077-bbed4fe77e19 |
| Google agent AC quote (Lakewood) | 3067 | f29a0a23-6804-4c41-9e27-fb14bf85fa08 |
| Google agent brake quote (Colorado Springs) | 3064 | 6c187e2b-94a7-49fa-a72e-d35aed34974f |
| Dakota Bailey tow-in (Windsor) | 3069 | 82549ff7-fa29-4cdd-a942-f9d312a2f43d |
| Shannon Price window drop-off (Thornton) | 3068 | 520e3c9c-6c3a-4731-99db-0f2657929ac5 |
| Jasmine Matson trailer tires (Cooper's) | 3059 | cdc245f5-37c6-408d-a5c4-6fcfe3f629c3 |
| Griffin Lancelot battery (Cooper's) | 3059 | 5eedc0aa-3db4-43ad-8be4-557200ae33d2 |
| Colin O'Connor diagnostic (Cooper's) | 3059 | c6349dbf-5e4c-4106-8f78-4a710b4895d3 |
| Caroline Summers go-ahead (Cooper's) | 3059 | 16e514d6-6a35-42b7-bff7-9e321ba39db7 |
| Cooper's bumper bodywork | 3059 | 15cac69b-d08d-4b24-bdbe-b936ca69787f |
| Alex Pazuchanics receipt (Kipling) | 3056 | 795668b5-6456-4c96-bc6a-dbad61188581 |
| Ponderosa 4-tires-now | 2678 | a25b410f-5cd0-4179-a4fe-7929e6de32f2 |
| Jake Van Brammer weekend waiter (Ponderosa) | 2678 | a6c15fa1-b3cf-4f3f-ad07-1cc657658e33 |
| Cooper's silent pair | 3059 | cb71dece-cea4-41d7-b12d-029d34447734 |
| Ponderosa 6 s drop (Chase attempt) | 2678 | 6ea8ebfd-849e-43ae-9ba1-17796f054e79 |