“The impressive part is that they would not give up until they figured it out. The most touching part is that they did not keep adding to my cost. They were committed to quality work and customer fairness and satisfaction. It brought me to tears.” —Regina Golston, Round Lake, IL
The Dreaded Check Engine Light Comes On
It was about this time last year when Regina Golston’s older model BMW developed an engine problem. The Check Engine Light came on, and someone referred her to a repair shop that was well known for working on imports. She took it in and dropped it off. Unfortunately, things got off to a rocky start.
“It took 3 days for them to get back to me with an estimate,” Regina recalls. “I had to call repeatedly, and the mechanic responded as if I was annoying him by calling to get the status. Finally, I received a call with the diagnosis and recommended repairs. I accepted the recommendations, and they performed the work. When I picked up my car, I drove about 5 miles and the Check Engine Light came back on.”
As is standard when there’s a problem, the mechanic suggested she bring the car right back. She did, and left the car for several more days. After four attempts at diagnosing and repairing the car, the mechanic suggested Regina take the car to the dealer to have them diagnose the problem—and then bring it back to him for the repairs. At that point, she was done. Her money for the initial repair was never refunded, and she learned the low prices they charged were partially due to the fact that they’d put salvage auto parts on her car.
Google Helps Regina Find Auto Lab
Regina found Auto Lab online one evening and sent a message. “I received a call back the first thing the next business day, and I had not yet established a relationship with them. Little did I know, this was just the prelude,” she says. “I took my car to Auto Lab and they provided me with a nice loaner. They diagnosed the issue and remained forthcoming throughout the entire process.”
Unfortunately, when she picked up her car from Auto Lab, the Check Engine Light came back on. “Sherman insisted that I bring it back and they continued to dig into the issue until they uncovered some interesting details about the previous mechanical ‘fixes’ that were contributing to and possibly causing the problem,” Regina explains. “The impressive part is that they would not give up until they figured it out. The most touching part is that they did not keep adding to my cost. They were committed to quality work and customer fairness and satisfaction. It brought me to tears.”
What Advice Does Regina Share?
In the end, Regina gained “a trust in their services that I’m willing to share with everyone. I fired all other mechanics!” she says. ” If you are looking for a quality certified mechanic who takes pride in their service and cares about their customers, Auto Lab is your place. Kevin and Sherman are awesome!”