This is my second time using Graham Auto repair. After a good experience using them the first time, I decided to use them for a rear break Job. Let me start off by saying that everyone I encountered that worked here was polite and eager to help. The shop building are kept clean and orderly. However after getting a turbo replaced on a ford van and them doing the job quickly I wanted to have them do rear breaks for my van. The first job (turbo replacement)they did run into a problem and the price they quoted did increase by 300-400$ after they started the job. But being a business owner myself I understand things do happen. So when they quoted me 775$ for break pad, and rotor replacement I decided to schedule. I use this van every day for my business and scheduled it for a time that I was leaving town for a long weekend. Upon dropping the van off they told me the quote wasn’t right and that unfortunately it would be 1550$ for the rear breaks. It took me back, and I quickly questioned them on the 100% increase in price. After questioning them on this they did lower the price to 980$. A bit confused, annoyed, and feeling a bit uneasy I left the van, as I needed the work done and was leaving town. However a day or so later I received a call from them explaining that a break caliber was broken and needed to be replaced. The new quote for this addition double the cost of the job to just shy of 2000$!!! I’m and still so confused as to why the price increase was so drastic for a couple hundred extra dollars in materials and an hour or so of extra labor. I feel like they knew I needed the work done, and tried to take advantage of me knowing they had me in a tough spot. They did!! However out of principle, I picked up my van upon arriving back in town and took it to Les Schwab down the street. They told me the same diagnosis, and quoted me a total price with tax of 1260$ for the same exact job. So disappointed with Graham Auto I thought I had found an honest auto mechanic.
Ted, thank you for taking the time to speak with our manager, Chris, and for sharing your insights on how we can improve. We appreciate your feedback and the opportunity to reflect on your experience. We understand that changes to an estimate can be frustrating, and we apologize that this led to an experience that didn’t meet your expectations. In this case, the situation had changed quite a bit after your previous visit 5 months ago, from when we made the original estimation. Due to the additional miles driven and damage found during the inspection, adjustments needed to be made. Our goal is always to communicate any updates clearly, and we acknowledge that our team could have communicated those more seamlessly. We also recognize that since you were out of town at the time, it was difficult to connect and discuss these updates in real-time. We always strive to keep our customers informed throughout the repair process, and we appreciate your patience given the challenges in coordinating those conversations. Following our discussion, we’ve taken steps internally to improve how we communicate price updates and repair recommendations, ensuring better clarity for our customers moving forward. We’re grateful for your feedback in helping us refine our processes. Ted, we truly value the trust you placed in us for past services. We hope that we may have the opportunity to work with you again in the future and earn your trust again. If there’s anything further you’d like to discuss, please don’t hesitate to reach out. Thank you again for your time and for sharing your experience.
- Graham Auto Repair