Auto repair garages
Auto repair garage review reply templates
Auto repair is the trade most likely to get a review the same day the customer picks up the car. Replies should sound like the person who handed the keys back.
What auto repair garages get reviewed on
- Kept the car longer than promised
- Diagnostic dispute
- MOT retest cost
- Price above estimate
Tone notes
Owner voice, plain, no defensive diagnostics in public.
6 templates
1. 5-star, fair MOT
Review
"Honest MOT, told me exactly what was needed and what could wait."
Reply
"Hi Chris — honest MOTs are what keeps a garage going long-term. Thank you. — Dave, owner"
2. Kept car longer than promised
Review
"Fixed the car, kept it two days longer than promised."
Reply
"Hi Alex — a two-day overrun is a two-day rental for someone. We had a parts delay on the caliper and should have called daily. From this month we're calling every 24 hours on any job over two days. — Dave"
3. Diagnostic dispute
Review
"Said I needed £900 of work, went elsewhere, was £200."
Reply
"Hi — a diagnosis gap that big is worth reviewing with the paperwork. Please email dave@ourgarage.co.uk with your invoice and the other quote and I'll go through it personally."
4. MOT retest cost
Review
"Charged me for a retest, felt like a stitch-up."
Reply
"Hi — retest fees are set by DVSA rules, not by us; we're allowed to charge a partial retest fee only within specific windows. Happy to walk you through your invoice — email dave@ourgarage.co.uk."
5. Price above estimate
Review
"Estimate was £280, bill was £360."
Reply
"Hi — variance above an estimate should have been a phone call before the extra work. I'll review your invoice personally; email dave@ourgarage.co.uk."
6. Loyal customer
Review
"Third car I've brought here, wouldn't go anywhere else."
Reply
"Hi Sam — three cars is a proper vote of confidence. Thank you. — Dave"
FAQ
- Should a garage argue a diagnostic in the reply?
- No. Invite the reviewer to email with paperwork and address the numbers privately.
- How to handle repeat overruns?
- Own it in the reply and name the new communication rule (daily call). Future customers read overruns as tolerable when the comms are honest.
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