Maintaining customer satisfaction is a crucial aspect of any business, but it’s even more important for auto repair shops that have earned the prestigious Diamond Certified award. For S G Auto Repair, the key to keeping customers happy is simple: always put their needs first. “We take the time to listen to our customers and sympathize with their problems, because we’ve been in the same position,” says owner Sergio Garcia. “We want them to trust us from the very beginning of the process, and if we do our job correctly, we get that trust back from them when we return their vehicles.”

S G Auto Repair has been repairing and maintaining all types of foreign and domestic vehicles (including hybrids) at its Pinole facility since 1997. The family-owned and operated company is qualified to handle everything from diagnostics and tune-ups to engine and transmission repairs, and it provides a three-year/unlimited warranty on all of its work.

Unlike less experienced auto repair shops that try to upsell people on unnecessary repairs, S G Auto Repair works on each customer’s behalf by taking an honest approach to their job. “If we have any doubts about whether a repair really fixed the problem, we’ll keep working until we’re satisfied,” explains Mr. Garcia. “We’re always honest, even when the customer isn’t watching. If something isn’t done correctly, they’re going to find out, and that’s not the way we do business. Honesty isn’t something we brag about—it’s something we show by how we act.”

Ultimately, Mr. Garcia says S G Auto Repair’s status as a family-run business is its most important attribute. “I built this business with my son with the intention of passing it to him when I retire, so it’s very important that our customers are happy with our work and want to keep coming back. Our family connection creates consistency in the shop—even if I’m not here, my son is here, so someone who has a stake in the company’s success is always available to take care of our customers.”

When looking for a company to repair your car, consider working with a family-owned and operated shop.

There are lots of options when it comes to getting your vehicle repaired—dealerships, franchises and independent shops all compete for customers in this important industry. While it’s true that you can find good service from every type of shop, many consumers ultimately decide to choose local, family-owned companies. Here’s why:

• Independent shops can often tailor their services to their customers’ exact needs rather than offering options from a menu designed by corporate headquarters.
• While dealerships and franchise shops may be required to use specific parts, independent shops can generally provide a variety of replacement parts, including OEM and other high-quality options.
• Warranties may be better at independent shops since they’re in charge of making their own policies. Dealerships and franchises often have warranties that are decided by corporate boards, while independent shops can make their own decisions.
• An owner-operator may have a larger personal stake in their shop’s reputation than a franchise or chain manager. Since they live in the community they serve and have a personal tie to the business, their jobs are more than just a paycheck, so they may be more likely to provide top-notch customer service. Referrals and happy customers are the ways they grow and maintain their business. “At an independent repair shop, someone who has a stake in the business is always available to help customers,” adds Sergio Garcia, owner of S G Auto Repair in Pinole.
• Some dealerships and franchises run under quotas, which can encourage them to rush through repairs or try to sell more products. Independent shops don’t have these same pressures.
• Overhead costs for franchises and dealerships can be huge. They have to employ large teams, maintain bigger buildings, and pay licensing and franchising fees. Independent repair shops are in charge of their own staff, buildings, equipment and advertising, so they may have less financial pressure and can therefore offer lower rates and less sales pressure.

Q: What types of replacement parts do you use?

A: We use original equipment manufacturer (OEM) parts, which are made by the same manufacturers that made your vehicle’s original parts. We always recommend using OEM parts because they’re high-quality and they’ll work the same way.

Q: How much space do you have in your shop?

A: We have a large shop with six bays and plenty of parking spots.

Q: What if the repair doesn’t work?

A: If your repair isn’t done correctly, you don’t have to pay for it. We can’t charge our customers if their repairs aren’t successful, which gives them some peace of mind.

Q: Can I save money by taking my car to an independent repair shop?

A: Yes. We’re able to help many customers who have been to dealerships and get quoted a lot more for repairs. Legally, you don’t have to take a new car back to the dealer for service when you have the option to take it somewhere else. We provide quality service and use the same OEM parts that dealerships use. Also, our warranty is usually better than what dealerships offer, so our customers get a better value there as well.