I've had all three of my vehicles serviced at British American for several years and keep coming back because they do the job right, and they do it right the first time. This has been my experience even though I never give them the easy jobs because I'm a fairly decent amateur mechanic who enjoys suspension work, replacing injectors, repairing window regulators etcetera. In other words, they only get the more challenging jobs that require a lift, specialized tools or are beyond my electrical troubleshooting skills. So far they've never failed.
Yes, their markup on parts is pretty hefty and their labor rates aren't the lowest. However, I think it's pretty lame to go online and bellyache about the cost, because they always give an estimate before they proceed with the repairs. If you don't like the price, don't have them do the work! It's that simple. Period.
One final note, if these guys were really shysters, I doubt they would have told me about the federal emissions warranty on my wife's Saturn, that it just barely still qualified for, after they diagnosed a collapsed catalytic converter. I had never even heard of such a warranty so they could have easily kept their mouths shut, done all the work and left me a satisfied customer. Instead they advised me to take the car to a GM dealer for the warranty repair which meant all they could charge was several hundred bucks in diagnostic fees. Their willingness to forgo the extra work saved me around $1300.
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