Bona Bros Automotive Services — Attraction in Fridley

UPDATED Review: I changed my review to reflect my experience after I did end up moving forward in using Bona Bros. for their paint and body work. Matt and Steve were very helpful and gracious in understanding my concerns and going above and beyond to help me get this work completed for a past hail storm, months ago. Areas that Matt and Steve exceled at:

-Working with my insurance -Making sure I had a rental car (which was nicely cleaned) -Waiving my insurance deductible which they did not have to do and I was very much willing to pay for -Explaining the final work that was done -Have my car cleaned inside and out, wheels shined, detailed inside -...and most of all work was done exceptionally well

*Do ask for Matt or Steve for great customer service, you will be well taken care of.

I had made an appointment for hail damage on my car, a month prior to my appointment, speaking with the Auto Body shop directly (multiple times) who assured me of my appointment today 9/18 and that there would be a rental car available at the time I dropped my car off. I arrived and was told that one of the front office reps called off at 5:45am (it was 8:27am when I arrived) and that he 'is trying to get things done but am only one person and it would be best to call to reschedule this appointment'. I was also told that he wouldn't have a rental car available for me anyway, which I would have no way of then getting to work (info that would have been good to have before arriving). I had confirmed with him over the phone multiple times. I was told there was 'no record of this', even though (I confirmed his name) he was the one that personally told me he put all this info down on my appt for today. I asked why I didn't get a call to just not come in instead driving all the way over here, so I could go directly to work since the other guy called off over 2 and half hours ago. I was told 'sorry, there is nothing I can do, it is out of my hands'. I left without rescheduling since the customer service was horrendous. I will find a new company that would like over $3k worth of business. To be clear, I greatly understand and empathize with worker shortages and staff being out sick as I manage a large team across 4 businesses and the stress that situations like that can create for co-workers and the flow of business. Sometimes, you can bend over backwards for clients/customers and they just want to be mad when you've truly done everything you can to help them with the resources you have despite call-outs etc. But this had nothing to do with 1 person calling out and everything to do with competency of this business. This created a loss of trust and business in areas of auto body work and gas. It was an unfortunate let down by a company I had recently been talking up just a few weeks ago with how wonderfully helpful they sounded over the phone when I first made this appointment. Really...

Since Tires Plus on Central closed, I've been on the hunt for a reliable shop with good customer service, and elected to give Bona Bros a try when the timing belt on our '05 Vue went. The heaps of contractor and utility vehicles outside made me think they were worth giving a shot to.

It was a tricky situation because we’d paid a different shop to do the work a few years earlier, and it was clear that it hadn’t been done. The reps at Bona Bros were extremely sympathetic and understanding as we battled with the previous place, and as I asked for diagnostics and other tests to be done.

They were able to get the work done quickly once I pulled the trigger, and complied with every thing I asked of them. The only nuisance item was that they accidentally threw away the old timing belt (what was left of it anyway) which really hurt my ability to go after the previous shop.

Our second visit was, incidentally, sort of related to the first visit — the crankshaft position sensor had started throwing a check engine light and I knew it was going to be more complex than what I could do by myself.

They resolved that quickly too, but there was a pretty serious discrepancy between the price for the work I’d been given on the phone, and the price I was given when I went to pick up the car. I waited to do my pickup until the next day, and did get an immediate apology for the confusion.

I appreciate the fast, quality workmanship, and my girlfriend really likes the cozy, comfortable waiting area. I’m happy to continue doing business with Bona Bros, but the couple of miscommunication hiccups has forced me to leave four stars instead of five - this shop is definitely not one of the “budget” repair places in the area, so it was disappointing that some basic communication stuff got neglected. I may consider re-visiting this rating in the future if these guys continue to provide good service for...

Let me just start out by saying that this shop may not be the most affordable place to do some of your most basic of repairs. They don't provide the bargain price. There is a flat rate for labor that applies for everything. That includes oil changes. You'll find cheaper battery, tire or alternator installation prices elsewhere.

So then, what do you get for your money at Bona Bros. anyway? Let me tell you. You get a knowledgeable shop, quality workmanship, professionalism and a relationship. They do the right thing for you. Here are a couple of my experiences. My minivan developed a problem where I could not select where the air would come out of the dash, floor or windshield. They informed me that the repair would be rather expensive and offered a workaround until such a time as I could afford or desired to return to full functionality. In the meantime, I have air flow on the windshield and feet at a fraction of the cost of the full repair. On another occasion, I brought them a used vehicle for inspection. Upon leaving the shop, one of the brakes was making noise. We returned within the week and explained that the noise started after their inspection. Matthew, the service manager, let me know that the brake pad had turned sideways in the drum. He said that since they had it apart to inspect it he would make it right at no charge to us.

What's more, they have spent long periods of time on the phone with me giving me advice about used car selection. They regularly run my car through the car wash before returning it to me, they offer loaner vehicles to me at no charge and have a very comfortable waiting area. You can find lots of cheap shops out there. Go to Bona Bros. if you want a quality car care...