Short version:
They look at THE problem
The look at the car to see if everything
else is OK.
The charge their time not inflated shop
book time.
He said "I don't know" to a question. Fair
answer. Confident, not trying to blow sunshine
up anyone's skirt.
I'm impressed.
Four star score may improve as I deal with them more. Took my car in for a 10 minute oil sending unit replacement. Jaime comes back 10 minutes later and tells me I have a leaking oil seal on my filter bracket. I knew that. He spotted a needed repair unprompted. Said he'd do the 10 minute job free and just charge me for the oil filter seal. His time is what he charged, not the 2 hr shop book states. A few other conversations in there too. They are off to a great start.