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Replies to Price Pushback

Writes a calm, honest reply to a customer who thinks a repair quote or final bill is too high.

Auto repairAuto and Transport✓ Checkedv1.1

Before and after

BEFORE · what the owner typed

"got a guy mad about his quote. 2016 Nissan Murano 118k miles. came in for grinding when braking. we quoted front pads and rotors and he texted me this: 'WTF 612?? Jiffy lube down the street said 300 for brakes. you guys are ripping people off. ill just go there' . quote is front pads 118.00 rotors 2 x 129.00 = 258.00 labor 190.00 shop supplies 18.00 and tax 28.00. wait thats not 612 let me add. ok its 612.00 total. tech said rotors were below min thickness and pads were metal to metal on the inside. we use good aftermarket parts, 12 month 12k warranty on parts and labor. i can drop to a lower grade pad and rotor set and take about 70 off if he wants but i dont want to go lower than that. dont want to fight with him. he's been a customer 3 years, name is Caleb. text it" Check of the quote: 118.00 + 258.00 + 190.00 + 18.00 + 28.00 = 612.00. The total is correct.

AFTER · what the skill produced

Hi Caleb, thanks for telling me straight. I get it, $612 is a lot to see, and I'd rather explain it than have you wonder.

Here's what's in the quote:

Front brake pads: $118.00
Two front rotors: $258.00
Labor: $190.00
Shop supplies: $18.00
Tax: $28.00
Total: $612.00

Our tech found the pads worn down to metal on the inside and the rotors below the minimum thickness, which is what you're hearing when you brake. This is a safety concern, and we recommend replacing the pads and rotors together. The work comes with our 12 month, 12,000 mile warranty on parts and labor.

On the $300 quote, it may be worth asking them if it includes rotors, how long the warranty lasts, and whether it covers both front sides. Quotes can look different depending on what's included.

If price is the main issue, I can use a lower-grade pad and rotor set and take about $70 off, which brings it to about $542. Our recommendation is still to get the brakes done, since they're metal to metal.

Let me know which way you'd like to go and I'll get you on the schedule. Either way, I appreciate you being a customer for 3 years.

Notes for you:

The $542 figure is $612.00 minus $70, based on your "about 70." Confirm the exact amount and that tax is included in it before sending.
Confirm the lower-grade set comes with the same warranty, or tell Caleb if it does not. The reply does not promise it.
The reply mentions the brakes as a safety concern once and does not set a deadline.

What it does

Writes a calm, honest reply to a customer who thinks a repair quote or final bill is too high. It explains what the price covers, offers real options the owner approves, and keeps the door open without begging or arguing.

Use it when: Use when an auto repair shop owner or service advisor needs to reply to a customer who says the quote is too high, such as "customer says we're too expensive," "they got a cheaper quote elsewhere," "can you match this price," or "write back to this angry text about the bill."