Finding a scrupulously honest, knowledgeable auto repair shop is sometimes harder than it should be. It takes some time and effort, but when you find such a shop it is definitely worth the search. Whether it's something simple like oil and filter changes, or a more complicated problem such as diagnosing and troubleshooting serious mechanical or electrical issues, a good, honest mechanic can save you a lot of time, money and headaches over the years.
In my experience, once you find such a shop it's important to foster a long-term relationship with that shop as that relationship can save you time and money. On the other side of the coin, there is nothing more important to a shop owner than maintaining good working relationships with their repeat customers who understand the value of what they provide and who value that relationship.
In my experience, once you find such a shop it's important to foster a long-term relationship with that shop as that relationship can save you time and money. On the other side of the coin, there is nothing more important to a shop owner than maintaining good working relationships with their repeat customers who understand the value of what they provide and who value that relationship.
If your vehicle is covered under a manufacturer's warranty you may want to use your dealership for service and repair, but warranties do not specifically require regular service and repair to be done by the dealer. You should, however, have actual warranty work (work necessitated by a "recall") done by the dealership to be sure you receive the benefits outlined in the manufacturer's warranty.
First Find a Mechanic You Can Talk to
When you find a mechanic that understands the importance of listening to your descriptions of problems and asks for clarification when not clear you've likely found a mechanic worth working with. Knowing what to ask about and how to describe a problem with your car can be a big money saver when it comes to car maintenance and repair. Most shops charge a diagnostic fee (we don't). If the customer can't communicate the problem correctly and has to come back more than once it costs the customer more than it should. If the shop doesn't charge a fee for diagnosis it costs the shop for the mechanics time. If you don't know how to communicate a particular problem ask the mechanic to take a ride with you. By doing this you can be sure he understands exactly what you are talking about. If they refuse, run in the other direction!
If you have had your car somewhere else for repairs within the last 6 months, tell your technician up-front exactly what was done. If you have noticed fluid under the car, strange noises or smells, running problems, or any other out-of-the-ordinary behavior, tell your tech when you bring the car in. If you have trouble remembering these things that you notice about your car, write them down and bring your list with you.
Ask How the Mechanics are Compensated
It is common for some shops to pay mechanics a commission of 30% or more on repair work performed by them. Other shops, such as ours, have salaried mechanics. Although there is nothing inherently wrong with commission compensation arrangements for mechanics, we believe that a salaried employee will be: (i) less likely to recommend unnecessary work to increase their compensation, and (ii) more likely to take their time in performing the repair properly, as opposed to rushing through each job to get to the next job…again, to maximize their compensation. We also believe that commission arrangements put unnecessary stress and pressure on mechanics to move work along, which results in a less happy, less effective employee. The bottom line is that Shop owners and customers both want the job done right the first time.
Size Doesn't Always Matter
Have you ever heard the old saying: "It's not the size of the dog in the fight, but the size of fight in the dog"? This also applies to businesses of all sorts. A large, fancy shop does not necessarily mean the mechanics are good, the prices reasonable, and the operation is honest. You have to judge some of this with your gut. Get a feel for the place. The shop needn't be spotless, but it should be relatively well organized. The people working there need not fall all over you, but they should be courteous and friendly. Read customer reviews on Google, The Car Guys, or Insider Pages. Even at the best shops you will find an occasional less than sterling review (you can't please everyone, no matter how hard you try), but if the reviews are consistently good, that's a great indicator. Finally, trust your feelings about the place…when you find the right shop you'll know it.
Be As Understanding as You Expect the Shop to Be
Having to repair your car is often stressful, for a number of reasons, and there are a ton of nasty stereotypes out there regarding the honesty of auto repair shops. As a result, it is easy to jump to the conclusion that every shop is ready to take advantage of you, and to arrive at the shop with a chip on your shoulder. If you can, avoid this approach. Contrary to popular belief, shop owners dislike giving bad news to their customers.
Every shop will occasionally miss something or not repair something correctly. The important things is how the shop owner responds to the situation. When mistakes do happen they should be promptly corrected and you should not be charged twice for a repair or service done incorrectly the first time. That being said, often good shops confronted with a problem that involves multiple systems of your car may go down a "decision tree" fixing the least expensive and most important problems first before moving further down that "tree". Recognize that this approach is used to minimize expense and is entirely different than not repairing the problem correctly the first time.
Offer Loyalty in Exchange for Loyalty
When you finally find the right shop be sure you make an effort to work with them. You should, of course be comfortable with the rates that the shop charges for it's services. If you are, try to avoid nitpicking the shop about service time or price. An honest shop knows what prices they have to charge to keep their doors open and they won't try to overcharge. If they're doing the job correctly within a reasonable amount of time and not charging way above the norm for your area then let them know you're a happy customer.
As a shop owner I know for a fact, that good repair shops will go the extra mile when it's needed the most, especially for customers that recognize the hard work and effort a good shop and mechanic puts out for them.
If you are happy with your service, post a positive review on Google, Yelp, The Car Guys or insider Pages. The shop owner will be very, very grateful for the review, and it will do wonders for your relationship. If you are unhappy with your service, take the time to contact the shop owner before posting a negative review on such sites. A good shop will go the extra mile to keep their customers satisfied, and they will appreciate the fact that you made a potentially awkward phone call to solve the problem before blasting them on the internet.
Trust but Verify
There are times that repairing the most immediate or obvious problem results in identifying other, often more serious issues that could not be readily diagnosed prior to the repair work. A good shop will communicate this possibility to you after they have examined your vehicle. If you know your shop well, you should trust that they are telling you the truth, and not just trying to "up-sell" you. It's understandable if you are surprised or disappointed when you receive the news, as nobody likes to spend money on their car. I'd urge you to remember: your repair shop didn’t cause the problem, it's just informing you of it. If you need a second opinion to verify the problem, get it.
Maintain Your Car
Believe it or not, auto repair shops do not relish telling their customers that they need expensive repair work, especially if it is due to lack of proper maintenance. I believe that they approach the chore with the same relish that a doctor does, when he has to give bad news to a patient. What shop owners do enjoy are customers that get their regularly-scheduled maintenance done, such as oil changes and tune-ups and fluid replacement. These services add years to your car’s life, often result in better gas mileage, and give your shop the opportunity on a consistent basis to look your car over for any fluid leaks or other indications of more serious issues. Early detection can often result in a much lower repair bill.
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