It started with a phone call about smog. They walked me through what I needed to do and set me up with an appointment for the very next day at a competitive "out the door" rate, no extra certificate fees, or any of that nonsense.
Then on the way there, the front wheel fell off the vehicle on the freeway. I called to cancel the smog test but I saw "tow service' and remembered they're a full service garage. So when I called, I told them what happened. They had a tow truck on scene to my husband in under 10 minutes.
The tow truck driver located the tire and loaded the vehicle with no drama, and brought it to the garage. The initial once over suggested they may be able to have it fixed by 3pm, on a holiday weekend, but in case they couldn't they would provide us with a rental car agency. So they gave us a courtesy shuttle home from the garage.
After a more critical inspection, the damage was more extensive than could be handled safely with simple repairs. Replacements were suggested for several parts, and the reasons were explained in common language I could understand. The quote was reasonable and covered only what I was asking for, not other issues I knew already existed - but were not affecting safety or basic performance.
They then sent the courtesy shuttle back to pick us up at home and took us to the rental car agency. The rental car agency we used was just as friendly and easy to work with.
Car repairs are about so much more than the bottom line. They made this near catastrophe into a bump in the road, with pleasant smiles, superior customer service, and trustworthy business practices.