Years ago, when we had a Honda Civic hatchback that needed a new muffler, we took it to the muffler shop down the road. Mufflers are all they do. They must be great at mufflers. Nothing but mufflers, all day long.
Ten days later, when the muffler AGAIN was obnoxiously loud and having problems, I took it back to the shop. I was told that the reason it had failed so quickly was because my ENTIRE exhaust system needed to be replaced. What an expensive job!
I decided to take the car to our usual repair guy (Joe's Automotive in Medford, MA) instead of back to the muffler morons. I had to have my friend, Lisa, follow me with her minivan, so I could load up my kids with hers to get a ride home. Amid all the toddlers scrambling around the lot, I let Joe know the muffler had a problem, maybe even the whole exhaust system, and I was prepared to have the whole shebang replaced if necessary.
A day or so later I had a phone message that the car was ready, and again begged a ride, packed the kids and trudged over to pick up the car. I clambered out with credit card in hand, bracing myself for the grand total and expecting something $500 or up.
"Okay, it's ready to go. The total is $25.00"
"TWENTY FIVE BUCKS!?! That's amazing! What did you do!??"
Joe explained that all the components were fine, but when the muffler shop had affixed the muffler, it was tipped such that the welded joint between muffler and tailpipe created a kink with a low-spot. Hot fluids collected there and quickly spoiled the weld, so Joe simply used a $2 brace to hold the tailpipe and muffler in line, as everything should be.
I was so grateful! I let him know that I appreciated the fact that, after coming in ASKING for a laborious, expensive, and unnecessary service (which he could have provided and I would have been none the wiser,) he still found the proper and cost-effective solution for me.
Something like six years later, in a new state, I've had more good-bad service experience. We like to take our cars to a family-owned shop, and have always been pleased with the work. Unlike at Joe's shop, I have never spent time talking to the guy who actually does the work, only the super-friendly receptionist (Joe IS his own receptionist). If the business reputation is built on the receptionist alone, then they'll continue to succeed with no trouble.
There was a time last year when I ran over a huge bolt and needed the tire repaired. I remember we were on our way to the elementary school for a book fair. Xander and Guy, set on buying a Pokemon handbook, were absolutely crushed that we had to turn around and immediately hobble back home before the tire went totally flat.
We had the family shop repair the tire, and went on our way. One week later, Doug was driving to work and hit a huge pothole - HARD. The wheel immediately began to creak and clunk. He thought for sure the axle or joint had been damaged and took it back to the shop. They checked it out and found that only the lugnuts needed to be tightened.
When the receptionist informed Doug or the repair, she asked, "Golly Gosh! The lugnuts were just not tight at all! WHO in the WORLD last worked on your tire?"
"Uh...it was your guys here...uh, last week." An honest mistake, right?
Well, just a short while ago, we again had a flat tire that needed repair. I took the car in for a full check-up and A/C recharge and oil change as well, and let the family shop know we were preparing for a long distance road trip. I picked the car up, vacuumed it out, made sure the new luggage rack fit nicely...all was ready to go.
Less than 48 hours after picking up the car (and less than 48 hours before our scheduled departure on the trip), my wheel starting creaking and wobbling. I got out to check and was furious to see that the lugnuts were loose and one had even fallen off and gotten lost! Luckily it fell off while I was chugging to church and back...because what kind of effect might it have if it came off while we were miles from home and traveling at expressway speeds?
Doug bought a replacement and the auto-parts salesman offered his own two cents: "When in comes to my tires, I don't trust ANYone. I always tighten them all myself."
So kids, if you have a shop that fixes your car but always gets greasy fingerprints on your credit card and receipt (because the mechanic is also the receptionist), count your blessings. And tighten the lugnuts yourself.
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