Ethics, integrity and the automotive industry.

**v8klla** · 03-26-2008

The MAPerformance mission statement: Enhance the customer experience throughout the automotive performance industry.

I would like to take a moment and share my thoughts on this topic as our standpoint on the subject is apparently not as clear as I had hoped.

We come into work every day with the goal of modifying the automotive performance industry for the better. In regards to repair labor we focus on customer service and quality workmanship to accomplish this goal. We conduct ourselves with honesty and integrity in regards to billing as well as the work performed.

Over the past two years we have had a few situations in which this philosophy was questioned, and such accusations are not taken lightly. As such I have a few points I would like to make clear:

- We will NEVER charge a customer more than the actual time spent on their project. There are times in which an original estimate may be exceeded based on unforseen circumstances or additional work necessary, but these additions will be conveyed to the customer for authorization prior to the work being performed. It is important to note that we must charge for time spent diagnosing and/or resolving these issues, otherwise it is not likely that we would be able to stay in business to service our customers the next time around.

- We pride ourselves in the quality of our work. As such, no vehicle will leave our facility with a broken component or missing parts UNLESS the vehicle was brought to us in such a condition. It simply will not happen. In regards to warrantying our work we absolutely will as no matter how hard we strive for perfection it is simply not possible. However, it is important to note that if the issue is found to be unrelated to the work performed we must charge for time spent diagnosing and/or resolving these issues, otherwise it is not likely that we would be able to stay in business to service our customers the next time around.

- In regards to the work performed we will complete the work that the customer requests. And although we will make recommendations in regards to further issues with the vehicle, we will not remedy said issues without express consent of the customer. For example, if you bring in a 15 year old car with a bad clutch, you will receive a 15 year old car with a new clutch upon completion of the work. If there were further issues with the vehicle prior to the work performed, they will be present after the work has been performed unless the customer requests that they be remedied! Once again, it is important to note that we must charge for time spent diagnosing and/or resolving the issues, otherwise it is not likely that we would be able to stay in business to service our customers the next time around.

I hope the pattern above is evident, as well as our stance in regards to business ethics and integrity. We are not the stereotypical automotive repair shop, and we will at no point take advantage of our customers for a financial gain. However, we do have expenses to pay for and employees to feed. We simply cannot work for free...

Chris Carey

**v8klla** · 03-27-2008

No comments from this board? Weird...

Scrmegl · 03-27-2008

I can personally vouch for the application of the ideas listed above. Everyone at MAP worked to ensure those concepts and when concerns arose they were fantastic to work with to resolve them. No where else in the auto industry has been as honest and fair to work with. We our very fortunate to have them out our back door.

niterydr · 03-27-2008

I like cheese and honestly believe most of the local shops are/have been very honest and straight foreward in their business dealings.

95talonracer · 03-27-2008

Diagnosing problems is something that some people get mad to pay for that I have seen in the past but you have to look at it in a real manner. The customer trys to figure out their problem and can't so they will obviously have to pay the shop to do it since they are unable. Just because there was no work done that got the car fixed in a diagnosis doesn't mean that they don't have to pay for it. The shop figured out your problem that you could not so you pay them for that service.

You guys do great work and are very reasonible. Thanks for all the help with my car and im sure there will be more to come!

**Kracka** · 03-27-2008

MAP has been honest with me when working on my cars and/or selling me parts.

blageo23 · 03-27-2008

I had a problem with the intercooler pipe they welded for me, called them up and they fixed it for free with a new fitting. They realized their mistake and had no problem fixing it.
I dont see how some people can complain about paying for service performed. People are just dumb and thing everyone is out to scam them.

**v8klla** · 03-27-2008

Thanks for the kind words guys, I guess I just wanted to get this out there so people know what we are trying to accomplish. This is a very hard industry in regards to image and perception and it frustrates me at times lol.

HiImBrian · 03-27-2008

Yea if you spend any time diagnosing a problem or fixing anything you are offering a service which should be paid for. You guys are always fair with your pricing and stand behind your product which is a very comforting thing to know.

**asshanson** · 03-27-2008

I've always been happy with the work you guys do. And whenever I've had slight problems you made it right, which is great. I really appreciate it.

**v8klla** · 03-27-2008

Quote:

Originally Posted by slowboy

whenever I've had slight problems you made it right, which is great.

That's exactly what we are aiming for. No one is perfect, but the way you rectify your mistakes is what will make or break you...

hippiekiller · 03-27-2008

Quote:

Originally Posted by v8klla

Thanks for the kind words guys, I guess I just wanted to get this out there so people know what we are trying to accomplish. This is a very hard industry in regards to image and perception and it frustrates me at times lol.

I can't say I know of anybody that thinks badly of you guys. Every forum I am on you guys have a lot of respect. And I know you guys are the first place I look to for parts.

**v8klla** · 03-27-2008

Glad to hear it, and that image is what we are working every day to preserve.

Jakey · 03-27-2008

Chris, I did business with you personally when MAP was still some group linked with the U and was always happy with our transactions. What's the scoop behind this thread?

**Halon** · 03-27-2008

I'm curious what brought forth this thread as well. You guys have been great to me. Always been willing to go that extra step for me.

FattyBoomBatty · 03-27-2008

I think it's a good move to have a statement like this out there for people to see. Having that image of openness can be very beneficial for the skeptical people out there (not to mention the business).

And, don't move your shop! I like it right where it is: really close to my neighborhood!

**v8klla** · 03-28-2008

Quote:

Originally Posted by Jakey

Chris, I did business with you personally when MAP was still some group linked with the U and was always happy with our transactions. What's the scoop behind this thread?

This thread was the result of my frustration with a few recent customer issues. As I said in the thread I take criticism of the business personally as this place is my life and essentially an extension of myself and my values. I just wanted to clear up a few things and express my frustration in regards to how hard it is to make everyone happy in this industry lol.

Chris

**v8klla** · 03-28-2008

Quote:

Originally Posted by FattyBoomBatty

And, don't move your shop! I like it right where it is: really close to my neighborhood!

We will be moving one block to the adjacent building

**scheides** · 03-28-2008

Quote:

Originally Posted by v8klla

This thread was the result of my frustration with a few recent customer issues. As I said in the thread I take criticism of the business personally as this place is my life and essentially an extension of myself and my values. I just wanted to clear up a few things and express my frustration in regards to how hard it is to make everyone happy in this industry lol.

Chris

This is all because of me isn't it!?!?! I talk to you about an alky kit, you find a way to get me a good price on it, I soon thereafter commit to the order, and then you have gall to get it into my hands in under a week.....Then of course I have been posting pics of it all over the internet, telling people of this aweful injustice you have put upon me...I know I only made things worse, but I have been really unhappy with how the whole thing turned out.

......gah, I cannot leave this post like this, someone will misread it and think I actually have a problem. I have had great success with MAP. Keep up the good work boys.

**v8klla** · 03-28-2008

Lol yeah you were a major factor in this thread