what to expect
Drop Off
You are the customer, after all, and we want you to be comfortable on your first visit, so we do recommend that you drop off your car in person the first time, and allow about 20 minutes or so for the dropoff. During this time, we will gather the information on your vehicle – input it to our Service software, and have you fill out a new customer form – which will ask you simple questions about your car, anything you’ve noticed, etc. Depending on what you’d like us to fix on your car – we may send you out on a test drive with a technician to duplicate noises or vibrations you may want fixed. The whole point of your first visit is sort of an initial getting to know one another!
The Repair Process
Our policy is to perform our Complimentary Vehicle Inspection (or CVI, as we like to call it) on every car that comes in, unless it has been in during the past 2 weeks or so. The CVI does two things for us at the minimum: 1. It helps to insure that we catch things before they break, and 2. It gives the customer a list of things to work on in the future – for which we provide a detailed estimate.
Authorizations
We may pester you a bit during the first repairs until we get to know each other – but know this: we will not do work you do not authorize us to do. It’s both illegal and just plain wrong. Typically with repair authorizations we try to only have to contact you once. With authorizations that have to do with diagnosis (finding out what parts need to be repaired/replaced), we will call you when we run out of authorized time. For example, if you’ve authorized us to spend one hour of diagnostic time, we will only call you if we need more time to figure out the problem – if we figure it out in less time, we don’t need to call, and your bill will be adjusted accordingly. It is absolutely vital that we have good contact information for you – because we will have to move on to the next vehicle if we cannot contact you!
Pick Up
If you are unable to pick up your vehicle during business hours, it’s really no problem. Invoices can be paid using a credit card over the phone. With regard to your keys, we don’t like to leave keys in customers cars. Often it is handy to leave your spare key with us – so we can lock it in the car when we are done with it, and you can then proceed to pick it up whenever is convenient for you!
Our Commitment to Quality
We do our absolute best to give you the quality you deserve. Every day. Sometimes, however, mistakes can occur, as they do with everyone. If you ever have any issue at all with our service PLEASE BRING IT UP WITH US. We will be happy to do everything in our power to make it right! If you don’t understand something we are explaining – ASK QUESTIONS, WE LOVE QUESTIONS!
We look forward to meeting you soon!
