Initially, we had a positive impression of the business from our conversations with Gracie. The facilities appeared professional, and the drop-off went smoothly. Gracie was attentive, addressing all our questions clearly, and gave us an update later that evening, which we appreciated. Unfortunately, that's where the pleasantries stopped. The next day, my wife received a call from Ernie stating they found something during the inspection, requiring an extra $300 for further investigation. I took the phone for clarification because it didn’t add up. I was then told, "Well it can take up to $300, but it might be less if not needed." Beginning to feel this was quickly turning into a money grab, I decided it was best to let them finish the original service and cut my losses going elsewhere. I instructed him to service the vehicle; I would deal with it later. He couldn't provide a clear cost estimate since he was unsure of the quantity, fair enough. He said it would be $20 per gallon, and I agreed, thinking that would be the end of it. He called back 30 minutes later and said during servicing the mechanic immediately figured out the problem. He then provided an estimate for the repair and stated, "I usually like to replace both, but since you all are so money-conscious, I left it out." My wife and I looked at each other and smirked, because what financially responsible person isn't? We like explanations to allocate where all funds go. When things don't add up we look to do our business elsewhere. Going over the estimate, we noticed some problems, but based on the accusatory and fear-mongering tone of the conversation, we decided not to bother asking. The labor cost seemed wildly inflated, but I tend not to argue the point because who am I to tell a professional what his time is worth and how much effort goes into it? Second, the part was almost double what I found it for, but again, normal when dealing with the service industry. Third, the price of the lubricant was not what we previously discussed; instead of being $20 a gallon, it was now quoted $75 a gallon. I heard and saw all I needed to, so I immediately started looking for other shops. Unfortunately, it was 1700 on a Friday, so most were closed. Luckily, by Monday morning, I had found two shops that quoted far less and were actually bewildered by the quote I received. The only hurdle we had was that without seeing the vehicle, they said the price may fluctuate slightly due to unknowns, and they weren't sure how long it would take until they could get hands-on. My wife and I discussed the pros and cons of our situation, and despite our previous interactions with Ernie, we decided that we needed clarification on the estimate to make an informed decision. We called the business again and spoke with Carrie, which turned out to be a blessing in disguise. She listened to our concerns and explained that she had been out of the office the week before but would seek clarification for us. Carrie later called back to inform us that while the lubricant had been quoted incorrectly on the estimate, the final cost would still be higher than what we had initially been told. The increase in labor costs was due to a lack of accessibility, as well as the need for an inspection to ensure nothing else was wrong. While we were amused that it seemed they found a way to include that $300 inspection anyway it made sense. Just felt slightly sneaky. We felt reassured by Carrie's professionalism and decided to proceed. Later, when my wife called for an update, Ernie answered, and while she was explaining the situation, he rudely interrupted her and had Carrie take the call. I've been lenient with businesses, but that’s two incidents now. Carrie and Gracie are the main reasons I’m willing to give this business any stars. I’m not sure if our experience reflects their usual standard, but we do not care to find out. The mechanics completed the work quickly. So, in a pinch, it’s not a terrible place; we just had a less-than-great experience.