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I sat in the Service Director’s chair on a few different companies. Here is why your "satisfaction" never made the meeting agenda. When you drop your car off at a dealership or a big independent shop, you likely imagine a certain level of professionalism behind the scenes. You picture a team of experts discussing the technical nuances of your engine, debating the best repair strategy, and focusing on getting you back on the road safely. You assume the conversation is about you . I am here to...

Your Check Engine Light pops on. Panic sets in. You pull into a big-box auto parts store because the sign in the window says: "FREE CHECK ENGINE LIGHT DIAGNOSIS." A friendly employee comes out, plugs a little handheld device into your dashboard, and says: "Looks like you have a P0171 code. It says 'Oxygen Sensor.' We have that in stock for $150. Do you want to buy it?" You buy the sensor. You spend Saturday afternoon struggling to install it. You clear the code. The next day, the light comes...

You are sitting in the finance office, exhausted after four hours of negotiating your new car. The Finance Manager leans in, looking concerned. "This car is great,"  he says, "but the electronics are complex. One computer failure could cost you $4,000. For just $50 a month, I can wrap this car in a Platinum Protection Plan. Total peace of mind." Scared of a massive repair bill, you sign the paper. Two years later, your transmission starts slipping, or your A/C stops blowing cold. You take it...