Not Happy With a Repair? Here's Exactly What We Do

The 30-second answer

If something we fixed isn't right, call or text the shop and ask for Moe — he's the owner and he runs the front counter. Every repair we do carries a 24-month / 24,000-mile warranty on parts and labor. We pull your repair order, look at the inspection photos and the notes from the job, put the car back on the lift if we need to, and fix what we got wrong. If it traces back to our work, you don't pay for it again. That's the whole deal.

No script, no "let me check with the manager," no pretending we don't remember the car. There are three of us — Moe at the counter, Favio and Hisham in the bay — so the person who fixes it is the person who saw it the first time.

Step one: tell us — here's how to reach the owner

The single biggest thing you can do is give us the chance to make it right before it becomes a standoff. You can:

• Call the shop at (650) 638-1791 and ask for Moe.
• Text the same number — it's the line we run estimates and updates through, so it reaches us fast.
• Drive in. We're at 2300 S El Camino Real in San Mateo. Ask for Moe at the front.

If you already left frustrated — or already said your piece somewhere public — that's fine. We'd still rather sort it out than leave it broken. The 24-month warranty doesn't care what kind of day either of us was having.

How Moe tracks down what went wrong

When you bring a concern back, here's the actual process — not a promise, the steps:

1. Pull your repair order. We look you up by name, license plate, or phone number and open the exact ticket for that visit — what came in, what we found, what you approved.
2. Open the digital inspection. Every job runs through a digital vehicle inspection, so there are timestamped photos of what your car looked like when it was here, plus the line items you tapped to approve.
3. Read the bay notes. We see which of us did the work — Favio or Hisham — and the notes they left. If a torque spec or a part number matters, it's in the file.
4. Put it back on the lift. We recreate the complaint with the car in front of us. A symptom you can describe on the phone is one thing; a symptom we can reproduce on the rack is what actually gets fixed.
5. Call you with what we found. Then you hear it straight: this is on us, or this is something new — and either way you see the evidence.

Making it right

Once we know what happened, it goes one of two ways, and we tell you which:

• It traces back to our work. We fix it — no charge. That's what a 24-month parts-and-labor warranty is for. You shouldn't pay twice because we didn't get it right the first time.
• It's a new or unrelated problem. We show you the difference with the car on the lift, give you a photo-and-quote estimate, and you decide. No pressure, no "well, while it's open." You see exactly why it's a separate issue before you spend a dollar.

The reason we can do this without arguing is that the evidence already exists. The whole way we work is built on photos and a documented inspection, so "what did the shop actually do" is never a he-said-she-said.

The one thing we can't do

We can only stand behind — and only fix under warranty — work we can trace to a real repair order. That's not a loophole; it's just how a warranty works. If there's no record we can find — no name in the system, no vehicle on file, no rough date, nothing tying the complaint to a job we actually did — then there's no ticket to pull up, no inspection photos to review, and no car to put back on the lift. There's nothing for us to stand behind because there's nothing we can verify we did.

So if you had work done here and it isn't right, the fastest path is simple: give us a name, the vehicle, and roughly when you came in. The moment we can match that to a ticket, the whole process above kicks in. We've kept records on every car through this shop since July 2020 — if it's ours, we'll find it.

What every repair here comes with

• ✓ 24-month / 24,000-mile warranty on parts and labor
• ✓ A digital inspection with photos — a permanent record of what we found
• ✓ Tap-to-approve estimates — the bill matches what you approved, nothing slipped in
• ✓ The same three people every visit — Moe, Favio, and Hisham
• ✓ The owner's direct attention if a repair isn't right — not a call center