On June 30, 2025, I contacted PitStop Repair Shop for a quote regarding repairs to my SUV. I was…read morequoted $980 for labor to replace the radiator, thermostat, and water pump--with the understanding that I would be supplying all necessary parts. The owner confirmed the parts I provided were sufficient, and I was told the work would be completed by the end of the following day (July 3).
I dropped off my vehicle on July 2. However, July 3 came and went without any communication from the shop until I reached out myself at 2:35 PM. I was informed the work wouldn't be done until the morning of July 4. Although slightly frustrated, I remained patient.
Unfortunately, July 4 followed a similar pattern. I received no proactive updates. I sent a text at 11:14 AM with no response, followed by a call at 1:38 PM which went to voicemail. I eventually received a call back and was told their technician, Chris, was working on the car. After further delays and missed update requests, I was eventually informed around 5:47 PM that the radiator was installed, but the remaining work would need to be completed the following week. The vehicle was described as driveable, so I was asked to pick it up and bring it back later--something I was hesitant about but ultimately agreed to, based on their assurance that it would be a simple process to resume the work. I was charged $239.95 at that point.
I returned the vehicle on July 9 for completion. Again, I had to initiate all communication. On July 10, after several requests for updates, I was told the system was being filled and bled. I paid the final invoice of $781.20 that evening and retrieved my vehicle.
Throughout this process, the communication was inconsistent at best. What's more concerning is that the final total--after applying the 15% off labor coupon I was promised--came to $1,021.15, exceeding the original $980 quote. At no point was I told that additional charges would apply, even when the delay required me to bring the car back a second time. When I raised my concerns, I was told the overage was due to added time and repeated shop supply use. However, these circumstances were beyond my control and should have been disclosed upfront.
Because of these delays, I had to extend my rental car -- resulting in out-of-pocket expenses.
While the owner claimed their business values transparency, my experience was anything but. I support small businesses whenever possible and chose this shop based on a recommendation from a trusted mutual friend. Unfortunately, the lack of communication, surprise charges, and shifting explanations left me extremely disappointed.
I left frustrated, overcharged, and inconvenienced.This situation reflects a clear lack of transparency and accountability.
To their credit, the owner did offer a complimentary oil change and wiper blades as a goodwill gesture. While appreciated, I believe the only fair resolution would be to honor the original quoted price with the promised 15% discount. This would reflect the professionalism and transparency they claim to uphold
Couldn't upload all of the communication unfortunately.
