I think the most important thing anyone can be, especially an auto repair company, is honest. Tell anyone what is broke, give them a fair price, and then fix it. The next best thing they need to be is communicative. I came in with a busted water pump and asked them to replace it. They did replace it and the cost ($670) was in the ballpark. Everything else was bad. They filled my windshield wiper fluid ($2.50). I didn't ask them to do that. They replaced my air filter ($35). I didn't ask them to do that, and it didn't need it. I do it myself on regular intervals. The most egregious cost was the coolant flush ($333). I didn't ask for that and I did it last year. They will counter and say because of the pump failure, it is necessary (maybe small metal parts?), but if you google this, it's at least $100 more than everyone else. I came here because my co-worker said they have loaner cars. I waited 3 1/4 hours in the waiting room for them to tell me it was the water pump for sure. They didn't tell me anything until I asked (which it was), but then they gave loaner cars to every aunt, uncle and cousin who walked in, but didn't have any for me. I stressed the importance of getting to my job, and the least they could have done is let me have a loaner car when one came back, but they seemed to be uncaring. They also claimed they didn't have time to also replace the thermostat (which they said should be replaced). The car was in the shop for two full business days and they had at least 4 hours after the parts came Friday. They could have removed all the bad parts on Thursday and installed the new parts on Friday when they came with time to space, unless they take much longer than the industry average. Anyone who will cheat you on costs, not tell you about service and won't communicate with you about your car isn't worth the time. But at least they didn't start my car on fire like someone else's, right? And I did get home with a new water pump, so that's something. Responding to the mechanic: Yes, I came in a the "front of the line" but I listened as a pile of customers added things to their requests that weren't known. I listened to other customers, "can you also do this or that". So I felt that everyone needed stuff right away, not just me. If there's a 20 mile range on loaner cars, that's either BS or new, because my worker, who came to my jobsite 30 miles away used one several times. Charging people $333 for a flush, even if required, without telling them, is wrong and also much higher than everyone else. Do you flush it better than everyone else? Is your flush special? When I did my flush back home last April, it was more than $100 cheaper. Estimated time to replace a water pump is 3-5 labor hours. So assume 3 hours to take it off and two to put back on, at the top end, for an unskilled mechanic in a tough situation. When I went to my shop back home, they asked for approval before fixing anything. No one is against you filling the windshield wiper fluid, but don't charge me for it. Jiffy Lube doesn't. I can buy a whole gallon for what you probably charged me for a quart. Yes, its $2.50, but its $2.50 you didn't ask me about. You feel that I should be grateful that you fixed the part for me. I paid you for it. You didn't do it for free. How far is gratefulness supposed to extend? If you couldn't have done it then, I would have found someone else in town. You created your own work. I feel that several other people in town could have also fixed the part for me, not overcharged me, and also not hand out loaner cars. I feel you should be thankful for the customers you keep. I feel I got taken for $400. For some people, $400 is a week's wages of take home pay, plus the two days I lost of work time due to being stuck in town. I guess they really are indifferent to caring. ASK, don't assume. Get approvals, don't assume.
Good evening Josh, I hope things are going well with your vehicle. Ill respond the best I can to your review. You did come in with a busted water pump, a severe one at that. Ended up being one of the worst ones I have seen in a while. You did not have an appointment for the day and we did put you in front of the line. We did check it out to confirm it was the water pump and not a hose or timing cover, radiator, etc. The air filter was marginal. I guess we should have just let that go, we made it part of the estimate. We did add washer fluid to the vehicle, filled it up, most people appreciate that, I'm sorry we did that for you. The coolant flush you are upset about was required with the water pump for warranty. It is not just a standard drain and fill, There is a chemical that is poured in before to remove corrosion and build up. We did get a lot out of that system. Your coworker is correct we have loaner cars. We already had some on reserve for other customers that were coming in, they are limited as we only have 5, We gave out 2 of them in front of you. You Seemed to understand we ran out when you were here. At any given time most of them are gone. I did not get to tell you then, as it wasn't needed, but there is a limit of 20 miles from Albert Lea on them. So If I had one, they may not have worked for you.We did get you a ride to your home and back the next day. The thermostat, it was not a time based issue, it was a part availability issue. None of our suppliers were able to get us the parts in time. You needed your car back for the weekend as you had plans for it right away, so I had the technician remove the parts the day before, which let us know of two extra seals that were needed due to the water pipe pulling out due to corrosion seizing it to the water pump, but not included. We got all of it the next day during the noon hour. I must say, your car fought us. It took some extra time to get it together, we did not charge you any more. Being we put you in front of the line, it held us up on other vehicles, but we contacted those customers and let them know. I did my best to help you the best we could. I hope another shop does better for you in the future. I hope your travels go well. - Jon
- Sanderson Auto Repair