Both of my experiences at Toms has been great! Everyone I have talked to has been very courteous and patient. They have each taken the time to chat with me and explain things in a way that a non mechanic could understand. One guy even drew a little sketch to help paint the picture for me. Not everyone wants/needs that level of detail but personally I like knowing and was so happy he didn't rush me or make me feel like "you don't need to know this....just let me fix it". To me...it is the mom & pop shop customer service that in many ways a thing of the past. I will admit that their location is a major bonus for me as I live within walking distance but outside of that I have really appreciated their thoroughness and honesty without feeling pressured to get anything fixed beyond what I came in for.. I originally brought my car in to get a 3rd opinion on what was up with my car because other opinions and price differences were SOOOO drastically different ...wasn't thinking that I was going to find a new/preferred shop but I'm glad that I did. The only thing I wish I would have known was that there is an auto scheduler for your next oil change.... I was taken by surprise when I got a call about my appointment months after my last one. At first it bothered me because I didn't make the appointment and was sensitive to all the scams out there that auto-charge you if you do not cancel, etc... Not that Toms could charge me for anything....just me being sensitive and skeptical. IF I had I known that their system automatically does this in order to remind me to get the oil change done I wouldn't have blinked an eye. Now that I know I am very thankful because the sticker in my car just becomes a part of the scenery...I DO forget and I'd much rather keep my car healthy. I would recommend that Toms hang up a sign in the shop and post it on the website letting customers know about this positive extra step in customer service they take to help you.