my mom is saying no chance she is moving on to anyone else... only been a year though and she is only 64... time will tell i guess.
anywho... the shop definitely upsold the work... got the parts in a hurry from the local toyota/lexus store and bam. charged shop rate, book time... not criminal by any means, but definitely feels bad when you are on the receiving end of it...what they did is 100% according to procedures, but they have found a way to do it quicker than the book calls.... should they be rewarded, or should the customer? obviously, i lean toward the professional who has found a way to do things better should be rewarded... BUT they should be passing on a part of that to the consumer.