Avoiding the Three D’s of Auto Care at Driven Auto Care

Delays

Delays are a frequent frustration in auto repair. Often, you’re given a time estimate for when work on your car will be completed, only to have the deadline come and go without any update. 

Coumar said delays can be caused by several things, including inaccurate engineering drawings, wrong estimates on the time expected to complete a repair, or parts that arrive late or are in the incorrect box or are coming from another country.

“All these different things can be sources of delays, and we try to make you aware of all of these sorts of issues upfront so that we can be realistic,” Coumar said.

How Driven Auto Care Combats Delays

At Driven Auto Care, we understand how valuable your time is, and we’ve created ways to get around delays, including loaner cars and ride shares for clients.

“We have ways in which you can continue to use transportation, continue to have a reliable vehicle that you can use while we are working on yours,” Coumar said.

Deception

Coumar said one of the ways deception happens in the auto repair industry stems from creating false urgency with clients, making it seem like repairs are needed when that might not be the case. He said there also may be repairs that don’t exist, something he experienced personally when he took over Driven Auto Care. That experience, however, helped form the foundation for Driven Auto Care’s business model.

“When I first took over this shop, I learned that there were repairs happening that weren’t actually even what the client thought was happening,” Coumar said. “The shop took in the car for a problem that they had caused and they repaired it and told the client that it was something else and billed them for it. Now that’s really bad, and I hate to see it happening still in today’s day and age where we have so much technology and so much capability to do good business; to be honest with people. We don’t have to deceive in order to make a living.”

How Driven Auto Care Eliminates Deception

• Visual Proof: During repairs, we take photos to show you exactly what is being done, providing transparency.

“I educate my clients on everything that’s going on with their car, and I show them photos both of their own car as well as reference photos to help them see exactly what it is that they are paying for,” Coumar said.

• Educational Approach: We educate our clients about their car’s issues using real-world terms and clear explanations.

“These are the sort of things that clients must be confident in from their auto care facility,” Coumar said. “If not, how are we ever going to build trust in this industry?”

Disappointment

The third D comes from surprise bills, repair jobs that aren’t finished or even dropping your car off only to have it returned in worse condition.

How Driven Auto Care Dashes Disappointment

Coumar said Driven Auto Care takes several steps to ensure an excellent customer experience, including having a clean shop with amenities and being communicative with clients.

“One of the biggest problems is that you have to call to get an update on your car,” Coumar said. “We try to make sure that that never happens here so that you’re not disappointed, because at the end of the day, what matters to me is that you feel inspired with confidence in your automobile by coming and bringing it to our shop. We want to make sure that you’re happy, that you’re confident, and that you leave knowing that you’ve made a worthwhile investment in one of the biggest investments that you’ve made in your life – your cars.”