Letcher Brothers Auto Repair services most types of European, Japanese, American and fleet 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.”
“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.”
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.”
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."
