What "we never sell what you don't need" means in practice

Where the promise comes from

We have been a family shop at the same Upland address since 1998. Many of our customers have been coming to us for years, and many were sent by another customer. That only works if people trust what we tell them. "We never sell what you don't need" is the first line of how we work. Here is what it looks like on an ordinary visit.

1. You tell us what is going on

It starts with what you noticed: a noise, a light, a feel, a maintenance interval coming up. The more you can tell us about when it happens and what it sounds or feels like, the better. If you are not sure, that is fine. Describe it in your own words.

2. We find the cause

Our ASE-certified technicians inspect or diagnose the car. The goal is to find what is actually wrong, not to replace parts until the problem goes away. Sometimes that means a drive with you in the car, so you can point out the noise you have been hearing.

3. We explain what we found

Our technicians work with our service advisors to give you as many options as possible, and the advisor walks you through them in plain words. What we found usually falls into three groups:

• What needs attention now, because it affects safety or will cause more damage if left
• What is wearing and should be planned for
• What is fine

That last group matters. If your brake pads still have life in them, we tell you. If something can wait, we tell you it can wait.

4. You get a written estimate

California law requires a written estimate and your OK before any repair work, and that is how we like to work anyway. The estimate lists the work and the price, so you know the price before we start.

If anything on the estimate is unclear, ask. A good estimate should make sense to you without a dictionary of car parts.

5. You decide

You can approve all of it, some of it or none of it. You can take the estimate home and think it over. Saying no to an item does not change how we treat you or your car. If you would rather come back later for the items that can wait, the estimate gives you a list to plan around.

If we find something else

Sometimes a repair uncovers another problem, like a leaking hose behind a part that had to come off. When that happens, we explain what we found and ask before doing more. California law also requires your OK before the price goes above the estimate you approved.

When a big repair is not worth it

Some repairs cost more than an older car is worth to you. When that is the question, we give you the estimate and our honest view, and the decision is yours. Sometimes the right answer is to fix it, and sometimes it is not.

Why we work this way

A shop that sells you work you do not need might make more on one visit. A shop you trust gets to take care of your car for years, and your family's cars, and the cars of the friends you send. We would rather be that shop. It is also how we would want to be treated.

Read more about the family and how we work, or book a time.

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