Diamond Certified Company Report

Letcher Brothers Auto Repair

Diamond Certified Company Report

Letcher Brothers Auto Repair

Diamond certified ratings dashboard
CUSTOMER SATISFACTION i
Customer LOYALTY i
Helpful Expertise i
Company Credentials i
  • Workers Compensation
  • Liability Insurance
  • License Verification
  • Business Practices
  • Current Complaint File
Phone SURVEY RESPONSES FROM 177 VERIFIED CUSTOMERS i

Michelle W.

VERIFIED Letcher Brothers Auto Repair CUSTOMER

1 of 177

Quality 10
10 10
Loyalty Yes
CRITIQUE

They are reliable and trustworthy.

I liked everything. They always took care of my needs and my car.

Sandra B.

VERIFIED Letcher Brothers Auto Repair CUSTOMER

2 of 177

Quality 10
10 10
Loyalty Yes
CRITIQUE

Excellent feedback, price, and follow-up

I liked their excellent customer service, and they repaired my car.

Brendon D.

VERIFIED Letcher Brothers Auto Repair CUSTOMER

3 of 177

Quality 10
10 10
Loyalty Yes
CRITIQUE

They are pretty straightforward, the prices are reasonable, and they do excellent work.

The confidence I have in Letcher Brothers Auto Repair, I love the work that they do and the price. Mike knows both European and American cars.

Read All 177 Survey Responses at Ratings View
Diamond certified VIDEO PROFILE
Diamond certified company PROFILE

Mike Letcher, Owner

Letcher Brothers Auto Repair services most types of European and Japanese vehicles at its Pinole facility, handling everything from general tune-ups and computer diagnostics to comprehensive engine and transmission repairs. The company is also qualified to perform dealer-required scheduled maintenance work, and it offers free local towing with every major repair.

Owner Mike Letcher says Letcher Brothers Auto Repair’s personalized approach to dealing with customers has allowed the company to develop a loyal clientele base that stretches throughout several East Bay communities. “Being centrally located helps a lot, but our ability to get to know our customers and be upfront with them has been crucial to our success. Our goal is to solve their car problems as quickly and efficiently as possible, and they really appreciate that.”

Letcher Brothers Auto Repair is known for taking a hands-on approach to the auto repair process, which includes educating customers and showing them physical evidence of their repairs before any work begins. “We want our customers to know we’re here to help, so we take our time to clearly explain their repairs and show them every replacement part so they know exactly what to expect,” says Mr. Letcher. “Honesty is an important part of everything we do.”

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DIAMOND CERTIFIED RESEARCHED CAPABILITIES ON Letcher Brothers Auto Repair

COMPANY CONTACT
Locations

Contra Costa County
Pinole
Concord
Antioch
Richmond
Brentwood
San Ramon
Martinez
Danville
Pittsburg

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SERVICES PERFORMED

Automotive Repair
Maintenance
Electrical Work
Air Bags
Transmissions
Suspensions
Anti-Lock Braking Systems (ABS)
Alignments and Computer Diagnostics

DIAMOND CERTIFIED RESEARCHED ARTICLES ON Letcher Brothers Auto Repair

A Letcher Brothers Auto Repair technician works on a customer’s car.

Company Profile

Letcher Brothers Auto Repair services most types of European and Japanese vehicles at its Pinole facility, handling everything from general tune-ups and computer diagnostics to comprehensive engine and transmission repairs. The company is also qualified to perform dealer-required scheduled maintenance work, and it offers free local towing with every major repair.

Owner Mike Letcher says Letcher Brothers Auto Repair’s personalized approach to dealing with customers has allowed the company to develop a loyal clientele base that stretches throughout several East Bay communities. “Being centrally located helps a lot, but our ability to get to know our customers and be upfront with them has been crucial to our success. Our goal is to solve their car problems as quickly and efficiently as possible, and they really appreciate that.”

Letcher Brothers Auto Repair is known for taking a hands-on approach to the auto repair process, which includes educating customers and showing them physical evidence of their repairs before any work begins. “We want our customers to know we’re here to help, so we take our time to clearly explain their repairs and show them every replacement part so they know exactly what to expect,” says Mr. Letcher. “Honesty is an important part of everything we do.”

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Company Philosophy

"Customer satisfaction is always our primary concern, and we achieve that by being honest and reliable throughout every aspect of our work. We treat each customer with equal fairness and strive to provide repairs of the highest possible quality."

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Comparative Summary

Maintaining customer satisfaction is a crucial aspect of any business, but it’s even more important for auto repair companies that have earned the prestigious Diamond Certified award. For Letcher Brothers Auto Repair, the key to achieving and maintaining high levels of customer satisfaction is taking an honest, reliable approach to every job–a straightforward business philosophy that’s built right into the company’s slogan. “‘Honest and reliable’ has been our motto from the very beginning, and we strive to incorporate those principles in everything we do,” says owner Mike Letcher. “Our customers really appreciate having an auto shop that focuses on both, not just one or the other.”

Letcher Brothers Auto Repair has been servicing European and Japanese vehicles at its Pinole facility since 1991, handling everything from computer diagnostics and general tune-ups to comprehensive engine and transmission repairs. The company is also qualified to perform dealer-required maintenance work, and it offers free local towing with every major repair.

Unlike less experienced auto repair companies that put little effort into communicating with their customers about the specifics of their repairs, Letcher Brothers Auto Repair believes in complete transparency when it comes to keeping customers informed about the conditions of their vehicles. “During every repair job, we’ll bring out the physical part or a picture of the engine to show the customer so they know exactly what’s going on,” explains Mr. Letcher. “Our customers really appreciate how upfront we are–we explain things clearly, educate them about their options and never try to sell them things they don’t need.”

Another distinguishing characteristic of Letcher Brothers Auto Repair is its steadfast dedication to improving its services, both in terms of workmanship and how its staff communicates with customers. “We hold ourselves to a very high standard, which allows us to take a lot of pride in our work, but it also means we’re constantly striving to be better,” says Mr. Letcher. “We believe our customer service is equally as important as the repair services we provide, so we work hard to balance them both and make them the best they can be.”

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Industry Info

The durability of modern vehicles has improved dramatically over the past few decades—so much so that 20-year-old cars are regularly seen on the road alongside newly manufactured luxury vehicles. The biggest problem people have with maintaining older vehicles isn’t their propensity to break down; it’s the relative scarcity of replacement parts. If a manufacturer has stopped making replacement parts for your older vehicle, you can find yourself in an expensive situation that might even necessitate a custom rebuild.
“A lot of people don’t realize that when a car is more than 15 years old, the availability of its replacement parts isn’t very good…especially since the recent economic recession,” says Michael Letcher, owner of Letcher Brothers Auto Repair in Pinole. “After a while, parts suppliers stop restocking their inventories for older cars, so those parts become obsolete. When that happens, something as simple as a replacement engine hose can suddenly become hard to find. And when it comes to more complicated things like transmissions, an entire rebuild might be necessary if the right parts can’t be found.”
The truth about lifetime warranties
Replacing worn out parts on your vehicle should be a one-time deal, and quality auto shops know car owners have little desire to return soon after their initial repairs are performed. That’s why most shops will always use Original Equipment Manufacturer (OEM) replacement parts, which are made by the manufacturer of the original parts and carry the same warranties.
Unfortunately, some disreputable auto parts providers try to deceive consumers by offering low-quality replacement parts that carry a “lifetime” warranty. “Even if people have never heard of the brand, they’ll think they’re getting a good deal because of the lifetime warranty, but in reality, the only reason the company is able to offer that warranty is because the parts are so cheaply manufactured,” explains Mr. Letcher. “They don’t have to worry about replacing the same parts over and over for free because they’re saving money to begin with by skimping on quality.”

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Frequently Asked Questions

Q: How much will it cost to fix my car?

A: Before we give you a price estimate, we have to perform a thorough inspection on your vehicle. After we look at the car and determine the specific problem, we’ll tell you exactly how much it will cost to fix.

Q: How long will it take to fix my car?

A: We’re able to complete most repairs in one day, but sometimes there are extenuating circumstances that cause a job to take longer, such as the availability of certain parts. We also perform a thorough inspection after every repair, which can add some time to the entire process, but for the most part, we can have your car ready the same day you bring it in.

Q: Do you have the equipment to diagnose my specific car?

A: Absolutely. Some people think that just because a car is relatively new, only the dealer can work on it, but we have state-of-the-art computerized diagnostic equipment that’s comparable to anything found in a dealership. In fact, some local shops even send us cars when they aren’t able to provide an accurate diagnosis.

Q: How does the payment process work if I have an aftermarket warranty?

A: The first thing we do is call the warranty company and get authorization to look at the vehicle. Then we inspect the car, find the problem and call the company back with an estimate. Once the company gives us approval, it pays us by credit card. We’ll also take care of all the paperwork.

Q: Where do you get your replacement parts?

A: Our replacement parts come from either dealerships or companies that provide parts for dealerships. We prefer to buy directly from parts suppliers because it allows us to provide better prices for our customers. As far as quality, we use Original Equipment Manufacturer (OEM) parts whenever possible.

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Diamond Certified RATINGS ON Letcher Brothers Auto Repair
Diamond certified ratings dashboard
CUSTOMER SATISFACTION i
Customer LOYALTY i
Helpful Expertise i

Each surveyed customer was asked, “If you needed any helpful expertise, did this company provide that expertise?” To calculate this score, total “Yes” responses were divided by total responses (excluding those that stated they hadn’t needed any expertise).

Company Credentials i
  • Workers Compensation
  • Liability Insurance
  • License Verification
  • Business Practices
  • Current Complaint File
Phone SURVEY RESPONSES FROM 177 VERIFIED CUSTOMERS i
Letcher Brothers Auto Repair : Average 9.5 out of 10 based on 177 unique customer surveys of customer satisfaction.

Michelle W.

VERIFIED Letcher Brothers Auto Repair CUSTOMER

1 of 177

Quality 10
10 10
Loyalty Yes
CRITIQUE

They are reliable and trustworthy.

I liked everything. They always took care of my needs and my car.

Sandra B.

VERIFIED Letcher Brothers Auto Repair CUSTOMER

2 of 177

Quality 10
10 10
Loyalty Yes
CRITIQUE

Excellent feedback, price, and follow-up

I liked their excellent customer service, and they repaired my car.

Brendon D.

VERIFIED Letcher Brothers Auto Repair CUSTOMER

3 of 177

Quality 10
10 10
Loyalty Yes
CRITIQUE

They are pretty straightforward, the prices are reasonable, and they do excellent work.

The confidence I have in Letcher Brothers Auto Repair, I love the work that they do and the price. Mike knows both European and American cars.

Alan S.

VERIFIED Letcher Brothers Auto Repair CUSTOMER

4 of 177

Quality 10
10 10
Loyalty Yes
CRITIQUE

He's a great mechanic, very trustworthy, fair and efficient.

They are local, convenient, honest, and trustworthy.

Rich R.

VERIFIED Letcher Brothers Auto Repair CUSTOMER

5 of 177

Quality 10
10 10
Loyalty Yes
CRITIQUE

Mike cares about his customer base, and he stays in contact with them. He is honest about the work and is an epical dude.

I've been going to him for years. He provides very personable service, troubleshoots very well, and gets the job done. He and his staff are all professional.

Jeff M.

VERIFIED Letcher Brothers Auto Repair CUSTOMER

6 of 177

Quality 10
10 10
Loyalty Yes
CRITIQUE

I tell my friends to go to Letcher Brothers.

I feel like the owner is honest.

Becky B.

VERIFIED Letcher Brothers Auto Repair CUSTOMER

7 of 177

Quality 10
10 10
Loyalty Yes
CRITIQUE

I would recommend them highly.

I like their honesty.

Ted K.

VERIFIED Letcher Brothers Auto Repair CUSTOMER

8 of 177

Quality 10
10 10
Loyalty Yes
CRITIQUE

They are fantastic. They take care of your car and do everything they say they will do. They inform you of any changes to the estimate, so you aren't surprised when you pick up your car.

They are friendly, efficient, and do everything aboveboard. They don't squeeze us. They are good, honest people. I like dealing with them.

Michael B.

VERIFIED Letcher Brothers Auto Repair CUSTOMER

9 of 177

Quality 10
10 10
Loyalty Yes
CRITIQUE

Mike is a really good guy, honest and fair.

The location, I live very close by.

Beverly K.

VERIFIED Letcher Brothers Auto Repair CUSTOMER

10 of 177

Quality 10
10 10
Loyalty Yes
CRITIQUE

They're super honest and Mike always tries to work within your budget. He is a good businessman, and he is very pleasant.

They do what they say they will do, and you get your car back on time.

John W.

VERIFIED Letcher Brothers Auto Repair CUSTOMER

11 of 177

Quality 10
10 10
Loyalty Yes
CRITIQUE

I tell my friends to go to him. I've sent many people there.

The way they do things, they get things done. They tell you what's going on with your car before they start the work. They are very informative.

William R.

VERIFIED Letcher Brothers Auto Repair CUSTOMER

12 of 177

Quality 10
10 10
Loyalty Yes
CRITIQUE

I never have to take my car back, because they get the job done the first time.

The quality of their work and that everyone is friendly

Addison S.

VERIFIED Letcher Brothers Auto Repair CUSTOMER

13 of 177

Quality 10
10 10
Loyalty Yes
CRITIQUE

They are reliable and honest.

They are very personable, especially the owner.

Craig M.

VERIFIED Letcher Brothers Auto Repair CUSTOMER

14 of 177

Quality 10
10 10
Loyalty Yes
CRITIQUE

They are very trustworthy and honest. I refer all of my friends to them.

They charge a fair price.

Jacob E.

VERIFIED Letcher Brothers Auto Repair CUSTOMER

15 of 177

Quality 10
10 10
Loyalty Yes
CRITIQUE

Mike is a very honest, friendly, and nice man.

Honesty

Rene H.

VERIFIED Letcher Brothers Auto Repair CUSTOMER

16 of 177

Quality 10
10 10
Loyalty Yes
CRITIQUE

They are very knowledgeable and good with their customers.

The owner always gets us in when we have an emergency.

Ernest P.

VERIFIED Letcher Brothers Auto Repair CUSTOMER

17 of 177

Quality 10
10 10
Loyalty Yes
CRITIQUE

They are very knowledgeable, reliable, and customer friendly.

Their customer service and the fact that they guarantee their work

Alex F.

VERIFIED Letcher Brothers Auto Repair CUSTOMER

18 of 177

Quality 10
10 10
Loyalty Yes
CRITIQUE

They are the first ones we call. They help me avoid large repair bills by being honest and not charging me for everything they possibly can.

They are always there for me when I need them.

Andrea J.

VERIFIED Letcher Brothers Auto Repair CUSTOMER

19 of 177

Quality 10
10 10
Loyalty Yes
CRITIQUE

They're very considerate. I have always gotten good service, and they do great work.

It's convenient, close to my home, and a small business. I like the work they do. I can always take my car in and get quick service.

Linda M.

VERIFIED Letcher Brothers Auto Repair CUSTOMER

20 of 177

Quality 10
10 10
Loyalty Yes
CRITIQUE

Very satisfied with the work they've done

That they always do a good job, and they are very helpful.

Read All 177 Survey Responses at Ratings View