We are out the cost of parts TWICE (you have to put in a new dryer every time you reopen and a/c system), TWO labor charges, and untold time and frustration later. I thought SURELY the employee representing Thacker Auto was either in error of how Paul would handle things (he's been ill and uninvolved of late) or else was pocketing our money and reporting otherwise to Paul. As a courtesy, I sent a letter to the owner that says it all, to which he said "sorry": Paul: The intent of this personal letter is to make sure you are aware of the circumstances that occurred within your shop that impact the business that your name is associated with. Although I spoke numerous times to your employee, Darren, and he claims you were "right there beside him" during much of the situation, I felt I owed you at least a direct contact to make sure that was the case. As a business owner myself, I would definitely want someone to make me aware if an employee wasn't representing my business in a manner that affected my reputation and livelihood positively. My son brought his car for A/C repair several times over the course of a few weeks this summer, all of which culminated on Thursday, July 1st. Despite the fact that we now live in OKC, we have continued to bring our Honda vehicles to you for repair (especially A/C related needs) because we have always found you to fair, reasonable, and have gotten quality repairs. This is certainly not the easiest option because many times that means we have the car looked at by you, run after parts in OKC, return a second time with those parts, make arrangements to leave car far from home and arrange transportation, etc. Of course, there are many shops all around us in the metro area, but I'd just rather spend my money with a fellow small businessman who takes pride in the work he performs, like myself, than a chain where you can't even see the same person two days in a row. This latest event basically left us out just short of $300 in parts and labor, with a car that was in EXACTLY the same shape it was when brought in days before. According to Darren, the symptoms of an A/C in need of a dryer and expansion chamber mimic exactly the symptoms of a system in need of a new compressor. He had us purchase those two items, which he installed, and then he said he must've been wrong because it actually needs a compressor instead. He said he had us buy those items because they were roughly $88 less than the cost of a compressor. I'm sure you would agree that most would be happier to have paid $388 and have an A/C that works than to be out $300 for one that doesn't. Upon further investigation, I called A&H (formerly Auto Air in OKC), where you sent me last summer to pick up a compressor for this same car in question (which is now just a couple of weeks out of warranty). I was told that the symptoms are similar, but that combined with the gauges and checks performed, that a reputable shop would be able to isolate and know exactly what parts were needed; and then, if for whatever reason the problem wasn't able to be corrected, they would never charge the customer for the labor to install parts that didn't fix the problem. We now have an appointment with A&H this week to start all over...$300 later as well as a lot of time, miles, and difficulty later. I have since spoken to (another mechanic) near you and also a well-respected although not full-time mechanic. His assessment was much the same as A&H and said he doesn't even charge for parts installed that don't fix the problem, although he said he was one of very few that takes his desire to satisfy the customer that far, but that anyone who makes a living and relies on their reputation in that area or anywhere else certainly wouldn't demand or accept payment for futile labor. He was further frustrated that we didn't call him in the midst of it because he would have accompanied my son to pick up his car and things wouldn't have turned out as they have, I'm sure. Further, my dad, who once was also a mechanic, echoed that; additionally I have spoken to a friend and fellow customer of yours (name removed), who urged me to write this letter and make sure that you were indeed aware of this situation and that your employee hadn't either led you to believe the car was fixed and/or pocketed my $204 personally. Over the course of many years, you have worked on several of my five Hondas, my sons current car, my mother's three Hondas, and my grandmothers last three cars (one of which she even purchased from you). Obviously based on this long history, we've been pleased with your work overall and the treatment we've received over the years and have referred friends and family. This situation seems so out of line with all others that I wanted to make absolutely sure that you were aware and involved as your employee claims, so as to give you a chance to be involved in something that ultimately affects your reputation and good name. read more