Theo’s slogan is “not your average garage”, and this is particularly true of their Part Price Mark-Up.
Before making my first visit to Theo’s for some front brake work, I called to obtain an estimate. Based upon research of similar brake repairs, I agreed and took my car in for the repair, primarily due to the great customer reviews.
During the repair process additional parts were required, so my estimate (Parts & Labor) went from $300 to over $700. After some review of service items we could eliminate, the revised estimate came down to $600. I thought that the brake caliper prices were high, and asked if they could do any better on the part price. Well, they did not reduce the part prices, so at this point there is not much you can due but pay-up to get your car back.
After the repair, I called the same supplier Theo’s buys their parts from (NAPA County Auto Parts) and got my price for exactly the same item. My price was $45 (including lifetime warranty), they charged me $90. I am confident that Theo’s gets a lower cost than the retail price I pay, so that’s 100% profit on the parts alone.
Don’t get me wrong, Theo is entitled to mark-up part prices to help shop profitability, but something like 40% - 50 % is more realistic.
I called and asked to speak with Theo regarding part mark-up being a little high, and was told he wasn’t in the office, but Jim left a message for Theo to contact me. That was a week ago. I called again a week later, got the same answer from Jim, and still no call from Theo.
Guess their slogan is correct Theo’s is “not your average garage”. Customer Service usually begins with at least communicating with the customer.