Maintaining customer satisfaction is a crucial aspect of any business, but it’s even more important for auto repair companies that have earned the prestigious Diamond Certified award. For Letcher Brothers Auto Repair, the key to achieving and maintaining high levels of customer satisfaction is taking an honest, reliable approach to every job–a straightforward business philosophy that’s built right into the company’s slogan. “‘Honest and reliable’ has been our motto from the very beginning, and we strive to incorporate those principles in everything we do,” says owner Mike Letcher. “Our customers really appreciate having an auto shop that focuses on both, not just one or the other.”

Letcher Brothers Auto Repair has been servicing European and Japanese vehicles at its Pinole facility since 1991, handling everything from computer diagnostics and general tune-ups to comprehensive engine and transmission repairs. The company is also qualified to perform dealer-required maintenance work, and it offers free local towing with every major repair.

Unlike less experienced auto repair companies that put little effort into communicating with their customers about the specifics of their repairs, Letcher Brothers Auto Repair believes in complete transparency when it comes to keeping customers informed about the conditions of their vehicles. “During every repair job, we’ll bring out the physical part or a picture of the engine to show the customer so they know exactly what’s going on,” explains Mr. Letcher. “Our customers really appreciate how upfront we are–we explain things clearly, educate them about their options and never try to sell them things they don’t need.”

Another distinguishing characteristic of Letcher Brothers Auto Repair is its steadfast dedication to improving its services, both in terms of workmanship and how its staff communicates with customers. “We hold ourselves to a very high standard, which allows us to take a lot of pride in our work, but it also means we’re constantly striving to be better,” says Mr. Letcher. “We believe our customer service is equally as important as the repair services we provide, so we work hard to balance them both and make them the best they can be.”

If you have an older car, make sure you know how and where to get the right replacement parts. The durability of modern vehicles has improved dramatically over the past few decades—so much so that 20-year-old cars are regularly seen on the road alongside newly manufactured luxury vehicles. The biggest problem people have with maintaining older vehicles isn’t their propensity to break down; it’s the relative scarcity of replacement parts. If a manufacturer has stopped making replacement parts for your older vehicle, you can find yourself in an expensive situation that might even necessitate a custom rebuild.
“A lot of people don’t realize that when a car is more than 15 years old, the availability of its replacement parts isn’t very good…especially since the recent economic recession,” says Michael Letcher, owner of Letcher Brothers Auto Repair in Pinole. “After a while, parts suppliers stop restocking their inventories for older cars, so those parts become obsolete. When that happens, something as simple as a replacement engine hose can suddenly become hard to find. And when it comes to more complicated things like transmissions, an entire rebuild might be necessary if the right parts can’t be found.”
The truth about lifetime warranties
Replacing worn out parts on your vehicle should be a one-time deal, and quality auto shops know car owners have little desire to return soon after their initial repairs are performed. That’s why most shops will always use Original Equipment Manufacturer (OEM) replacement parts, which are made by the manufacturer of the original parts and carry the same warranties.
Unfortunately, some disreputable auto parts providers try to deceive consumers by offering low-quality replacement parts that carry a “lifetime” warranty. “Even if people have never heard of the brand, they’ll think they’re getting a good deal because of the lifetime warranty, but in reality, the only reason the company is able to offer that warranty is because the parts are so cheaply manufactured,” explains Mr. Letcher. “They don’t have to worry about replacing the same parts over and over for free because they’re saving money to begin with by skimping on quality.”

Q: How much will it cost to fix my car?

A: Before we give you a price estimate, we have to perform a thorough inspection on your vehicle. After we look at the car and determine the specific problem, we’ll tell you exactly how much it will cost to fix.

Q: How long will it take to fix my car?

A: We’re able to complete most repairs in one day, but sometimes there are extenuating circumstances that cause a job to take longer, such as the availability of certain parts. We also perform a thorough inspection after every repair, which can add some time to the entire process, but for the most part, we can have your car ready the same day you bring it in.

Q: Do you have the equipment to diagnose my specific car?

A: Absolutely. Some people think that just because a car is relatively new, only the dealer can work on it, but we have state-of-the-art computerized diagnostic equipment that’s comparable to anything found in a dealership. In fact, some local shops even send us cars when they aren’t able to provide an accurate diagnosis.

Q: How does the payment process work if I have an aftermarket warranty?

A: The first thing we do is call the warranty company and get authorization to look at the vehicle. Then we inspect the car, find the problem and call the company back with an estimate. Once the company gives us approval, it pays us by credit card. We’ll also take care of all the paperwork.

Q: Where do you get your replacement parts?

A: Our replacement parts come from either dealerships or companies that provide parts for dealerships. We prefer to buy directly from parts suppliers because it allows us to provide better prices for our customers. As far as quality, we use Original Equipment Manufacturer (OEM) parts whenever possible.