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 227 VERIFIED CUSTOMERS i

Michelle W.

VERIFIED Letcher Brothers Auto Repair CUSTOMER

1 of 227

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 227

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 227

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 227 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 Companies are Rated Highest in Quality and Helpful Expertise.

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DIAMOND CERTIFIED RESEARCHED CAPABILITIES ON Letcher Brothers Auto Repair

COMPANY CONTACT
Locations

Contra Costa County

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SERVICES PERFORMED

Automotive Repair & Maintenance
“Check Engine” Lights
Electrical Work
Air Bags
Transmissions
Suspensions
Anti-Lock Braking Systems (ABS)
Alignments
Computer Diagnostics
Tires

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

If you have an older car, make sure you know how and where to get the right replacement parts. 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 227 VERIFIED CUSTOMERS i
Letcher Brothers Auto Repair : Average 9.5 out of 10 based on 227 unique customer surveys of customer satisfaction.

Michelle W.

VERIFIED Letcher Brothers Auto Repair CUSTOMER

1 of 227

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 227

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 227

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.

Alison J.

VERIFIED Letcher Brothers Auto Repair CUSTOMER

4 of 227

Quality 10
10 10
Loyalty Yes
CRITIQUE

I think they are a good shop. I have been satisfied.

They know their stuff.

Calista H.

VERIFIED Letcher Brothers Auto Repair CUSTOMER

5 of 227

Quality 10
10 10
Loyalty Yes
CRITIQUE

They are trustworthy and knowledgeable.

They were flexible and worked us in when they were busy, very last minute for us.

Daniel P.

VERIFIED Letcher Brothers Auto Repair CUSTOMER

6 of 227

Quality 10
10 10
Loyalty Yes
CRITIQUE

Use them. They are good.

They have good technicians who know what they are doing.

Derek T.

VERIFIED Letcher Brothers Auto Repair CUSTOMER

7 of 227

Quality 10
10 10
Loyalty Yes
CRITIQUE

They run a professional shop that you can trust. The pricing may be a little higher than some other shops, but you can trust the work that they do.

The quality of work

Elliot T.

VERIFIED Letcher Brothers Auto Repair CUSTOMER

8 of 227

Quality 10
10 10
Loyalty Yes
CRITIQUE

I was in and out of there in no time.

They were polite and quick.

Frank M.

VERIFIED Letcher Brothers Auto Repair CUSTOMER

9 of 227

Quality 10
10 10
Loyalty Yes
CRITIQUE

They run a very clean shop, know a lot about Audi's, and they have done some really good work for me. I would highly recommend them to people.

They are knowledgeable about the type vehicle that I have.

Kahni H.

VERIFIED Letcher Brothers Auto Repair CUSTOMER

10 of 227

Quality 10
10 10
Loyalty Yes
CRITIQUE

Use them. They are locally owned, have good mechanics, and are very friendly.

Just as I said, they are locally owned, have good mechanics, and are very friendly.

Karen L.

VERIFIED Letcher Brothers Auto Repair CUSTOMER

11 of 227

Quality 10
10 10
Loyalty Yes
CRITIQUE

They are very good.

They are concerned about your satisfaction.

Kasey G.

VERIFIED Letcher Brothers Auto Repair CUSTOMER

12 of 227

Quality 10
10 10
Loyalty Yes
CRITIQUE

They do a good job and have a fair price.

Probably the fact the cost was reasonable

Lisa S.

VERIFIED Letcher Brothers Auto Repair CUSTOMER

13 of 227

Quality 10
10 10
Loyalty Yes
CRITIQUE

They are great.

They saved me money.

Marilyn M.

VERIFIED Letcher Brothers Auto Repair CUSTOMER

14 of 227

Quality 10
10 10
Loyalty Yes
CRITIQUE

Well, I thought they did a great job. I will be using them again when needed.

The quality of the work, they have a good shop.

Mike S.

VERIFIED Letcher Brothers Auto Repair CUSTOMER

15 of 227

Quality 10
10 10
Loyalty Yes
CRITIQUE

I needed some electrical stuff worked on. They were able to get me a really good reference, because they did not want to dive into that. They do really good service, the shop is really clean, and the people are professional.

Just what I said, they are really professional.

Nancy N.

VERIFIED Letcher Brothers Auto Repair CUSTOMER

16 of 227

Quality 10
10 10
Loyalty Yes
CRITIQUE

I'm more than happy with them.

They are professional and do good work.

Natalie B.

VERIFIED Letcher Brothers Auto Repair CUSTOMER

17 of 227

Quality 10
10 10
Loyalty Yes
CRITIQUE

I would say that they have always treated us well. They treat their customers very well.

They are very professional and care about the customer's satisfaction.

Olg K.

VERIFIED Letcher Brothers Auto Repair CUSTOMER

18 of 227

Quality 10
10 10
Loyalty Yes
CRITIQUE

I guess they are good at what they do.

They were friendly and answered all of my questions.

Pfeifer R.

VERIFIED Letcher Brothers Auto Repair CUSTOMER

19 of 227

Quality 10
10 10
Loyalty Yes
CRITIQUE

I think they do a good job.

They are friendly.

Ralph D.

VERIFIED Letcher Brothers Auto Repair CUSTOMER

20 of 227

Quality 10
10 10
Loyalty Yes
CRITIQUE

They are good.

They know what they are doing.

Read All 227 Survey Responses at Ratings View