In today’s info world your staff should be aware that most people are going to research Car part prices and the number of hrs it takes to replace said part. When I’m quoted a car part price of nearly $600 and find that same part online for $27 plus $14 for a five year warranty. You have instantly lost credibility. Everyone is looking for an auto repair shop they can trust. Trust brings loyalty and future customers. Misquotes, and overquotes leads to one time business, no referrals, and Bad reviews. Staff was friendly enough, competence time will tell. Repeat business and referrals, lost.