What if you have a problem? What if you feel you haven’t been treated fairly or they’ve blown past the estimate and you weren’t informed? Or what if they didn’t fix your problem, made it worse or introduced a new one? No business is perfect all the time, and even the best shop makes mistakes occasionally. You need to know the best way to handle those situations.

The first step is to speak to the Service Advisor and give them an opportunity to make it right. Typically, the Service Advisor with a good repair company will work with you and do whatever it takes to make it right. If you’re not satisfied with their efforts, call and schedule an appointment with the owner.

Sit down and calmly explain your situation to the owner. It is a very rare owner who does not want to make things right for you. Give them an opportunity. The last thing you want to do is to get angry and take your vehicle somewhere else and pay to have the work done again and then begin litigation to recoup that money. Nobody wins at that game and it’s a lengthy, stressful situation.

Obviously, if you’re not satisfied after speaking with the owner, litigation may be your only recourse. In my experience though, if you give the owner an opportunity to make it right, they will. But be sure you take the right approach when discussing your problem. No ranting and raving and wild accusations! You don’t want to take the offensive—people instinctively want to help nice people, not someone who’s demanding and angry. (They will help someone with an overbearing attitude, for the sake of the business, but they’re more likely to go the extra mile for someone who is being gracious.) Keep calm, stick to the issues and seek a satisfactory resolution.

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