Topline points:
-Cherrydale eventually exploits your trust, so you are discouraged from asking questions about cost breakdowns.
-Once you do start asking, Cherrydale employees become discourteous and annoyed. The shop makes its money by charging heavily on parts but making it seem like they're doing you a favor by charging low on labor. Nothing wrong with the business model, but the attitude (and pricing) didn't fly with me.
I'd gone to Cherrydale before for minor repairs, but had a brake issue that needed fixing. When they had a look at the issue, they told me it would cost upwards of $1000 on my decade-old Corolla--a bit of an eye-opener that at least called for a look at the details--as any informed consumer ought to do!
So I asked for a detailed quote, which they resisted--and finally relented in sending me the email. They then sent me a "quote," which didn't break down the costs at all--except for the $50 oil change which they'd already done, and not the $900 major repair, or the other proposed $400 in repairs. So I called them back to ask about the breakdown. The supervisor, Tom, got his hackles up immediately: "Well, we haven't done the work yet that's why we didn't break it down, but we did for the oil change." Could you give me the breakdown all the same, which he read off, instead of sending me in print form. I wrote it down while he spoke, and it revealed a pretty reasonable labor cost--300 dollars--but higher costs on parts. This is a savvy tactic: Customers may be inclined to haggle over labor costs, but not the parts which they'd assume the repair shop distributes for a nominal up-charge. But Cherrydale's upcharge is hardly nominal. Note the difference between Autozone and Cherrydale.
Cherrydale Autozone
BrakePad $ 179.90 $ 37.49
Rotor $ 139.90 $ 89.90
Caliper $ 219.90 $ 125.98
Hose $ 119.90 $ 64.98
Total. $ 659.60 $ 318.35
You can find those parts in for my particular Corolla from other reputable parts stores, and you'll still see these costs are well over the cost on the most premium varieties--not to mention the middle-tier option.
What was worse about this was the supervisor's attitude on the phone as I was asking questions: Surely every customer has cost on their mind, and it must be tedious to go over the details of every repair, but this is specifically why I'd been recommended Cherrydale, because they'll do the work. So when I asked why the parts cost so much, I was surprised that Tom replied "I don't know how else I can explain it to you." When I said, "Look, I wanted the quote broken down on parts and labor, but I'm not sure why you didn't provide it with the emailed estimate," Tom dismissively said, "Well, this is the first time you and I are talking." "Can I bring in parts that you can use?" "No, we don't use customer provided parts."
It'd be one thing if this were just about quality control--a person showing up with the wrong part, a used part, a part with a questionable chain of custody would be a liability for the business, not to mention the car--but it's clear this is about where they make their money. They don't offer different options, just the most expensive option for everything.
If you're looking for an honest auto-repair shop that doesn't upcharge to keep the lights on but works transparently with customers, Cherrydale isn't the place. And if you believe it is, start asking for price quotes from them, with parts and labor broken down, and see how they react. They don't want happy customers. They want ignorant customers.
Update: I went to several other shops. All of whom quickly provided a cost breakdown with no fuss, and were willing to do the work using parts I provided for a third of the cost. I won't mention which ones in this space. read more