Smith's Service Center — Local services in Madison

I took my garage stored 2012 70k miles Scion IQ for routine oil, filter, belts replacement, and brake inspection. Wednesday I arrive with the oil, filter, belts. At check in I was informed that they will need to make an exception to the shop supplied parts policy as they need to mark them up 30% to stay in business. At check in I advise my brakes were "soft" and to visually check them for wear. The service writer quoted a 30-minute brake inspection for $67.00 where they disassemble the calipers to and verify lubrication. I declined the service fee for a brake check. I left the service counter with a quote expecting the oil change and belt change would cost about $170. Later that day I was texted an inspection report listing 14 items identified in red as URGENT. 5 were related to the oil and belt change. (Expected) 1 - complete replacement of front disc (Expected) 1 - rear drum brake and brake cylinder replacement. (Upon our inspection on their lift service writer advised that now they know the "car is garaged kept and you work from home that the rear brakes more than likely have 12-24 months of wear still available") 1 - identified in red a wiper blade replacement (I fixed myself $0) 1 - normal wear and tear paint chips. 1 - 2 inch non-obstructing windshield crack (insurance repair free) 1 - engine air filter (i fixed in 10 min for $8.00) 1 - repositioning battery post (new battery no repair needed) 1 - coolant flush - (coolant was within factory specs). 1 - license plate bulb replacement (i fixed in 10 min $2) 1 - missing registration sticker - (I renewed) 1 - tire damage and tire rotation. (tires less than 1 year old & damage to inside sidewall did not impact the tire functionality and visible only upon tire removal. I was surprised to see a gouge in the interior sidewall location for a car that is now driven rarely. Suggested replacing strut/ shocks as a yellow point due to age and 70k miles even though they were functional. I authorized $170 original repairs and was informed the belt tensioner no longer worked and had failed during their removal process now needing repair at $345. They did not stock the part & would not get one until the next day. I had them order the part, but delayed installing until we could inspect the broken part for failure. Friday, we visited Smiths for a walk through of what was happening with our car. They pointed us to the tensioner on the car with the presumed broken spring. The tires were off the car so they raised the car so we could walk under it and showed us the rear brakes. After a brief discussion they agreed there was likely 1 - 2 years left on the drums so they would not need to be replaced. They offered to do the front brakes pad/rotors for $400. We declined. They rotated the tires for free moving the damaged tire to the rear for safety. My husband inspected the suspension, radiator, brakes, trans seals, oil pan, valve covers, and brake lines, motor mounts, CV boots for wear and found nothing. Once the service writer realized my husband was an auto enthusiast, he advised that "about only 5% of people are as knowledgeable as you and most just tell us to fix everything". In closing our experience at Smith's leads us to believe their repair practices may be legal but are predatory for uneducated consumers. Smith's suggested unnecessary fuel system, power steering flush, coolant flush services, oil changes at 2x Toyota's service manual interval, and unnecessary repair of rear brakes, replacement of front struts/shocks which showed no visible signs of failure. Front brakes were quoted @ $400 - parts are $80 leaving $300.00 for an hour's labor. $70 asked to rotate tires although all 4 tires were off the car for the visual brake inspection. We went to Smiths for minor maintenance and was pressured for non essential repairs and led to believe that a low mileage Toyota was failing. Toyota estimates about $400 service per year 300k mile life expectancy. Smith's used fear tactics and recommended $1000.00+ in non...

Our vehicle was having break issues, so we scheduled an appointment for an inspection. The diagnosis determined that we needed a full break job and fluid replacement, so we agreed to have the work completed. Unfortunately, the vehicle needed to stay an extra day as the parts had to be ordered. This created a bit of a transportation issue for our family, so we asked if they would be able to provide a loaner vehicle. Much to our delight they checked and had a car for us to use until our vehicle was repaired. Due to beltline traffic I arrived less than 10 mins. before they closed, but Eric the Senior Service Advisor stayed and got me set with all the paperwork. Shortly after leaving their lot I was cut off by another driver on Stoughton Rd. which obscured my view of a large 2 x 6 piece of lumber on the road. Without a chance to react and avoid the debris I ran directly over it. I pulled into the next parking lot and discovered 1 of tires was punctured and going flat fast. I immediately called back to Eric at the main office hoping for assistance eventhough it was now well after their closing time. Amazingly he answered, saying that when he saw my number, so shortly after having just left he figured it couldn't be good. After I explained what happened, he drove to my location, picked me up and we returned to the shop. He got me into a new loaner all the while staying calm and very reassuring that he was glad to have answered my call and having come to help. I was amazed at this service and Eric's willingness to help without hesitation, frustration or anger. This is an example of customer service at its highest level. Skip to the next day, when the work to my vehicle was completed and I returned to pick it up. I was greeted by Eric and Scott the son of the owner and much to my dismay the original loaner I was given was in their lot and had not 1 but 2 flat tires from the debris I ran over. Both men discussed the situation and I apologized for the unfortunate fate of the tires. They did not charge me for their loss and I assured them we would be back for regular service and future repairs to our vehicles. Because of true professional leaders with outstanding character like Eric and Scott at the forefront of this company, it is my opinion that this business is worthy of...

My first impression of this place was high as it is clean and the staff were able to help right when I walked in. After leaving my car to have them check a noise coming from the front I became a little skeptical as they seemed unsure of what the problem was initially. They had me come back to the shop to take a drive with one of their techs to see if I could pin point the noise. I asked the tech if they had even took a look at the car to see if there was anything odd and they said they did but was still not sure.

After leaving the shop for the second time I felt unsure if this was the place I should had brought my vehicle to. And clearly not. They called saying I needed my struts in the front changed and that it would cost $1,100!!!! At first I almost said yes but then I called around and other places are only charging no more than $700!!! That to me is ridiculous. Also the parts online cost no more than $400! so they were basically looking at charging $700 for labor? on top of their $75 to just have the car looked at.

I defiantly understand that during this pandemic prices may be going up but if I am calling around and asking other local mechanics about this same repair and the pricing are drastically different that is defiantly a huge no for me. I am disappointed and will not feel comfortable with coming here again.

I would not recommend this place to...