The RepairPal website portal allows shops to become RepairPal certified and meet new customers. RepairPal independently certifies auto repair shops nationwide for training, quality tools, fair pricing and a minimum 12-month/12,000-mile warranty. In addition, repair shops can meet customers through the exclusive partnership with USAA and their members. The website, RepairPal.com, can be viewed through the user’s web browser or through Android and iOS platforms such as smartphones and tablets.
The review
Gary Siegel, owner of San Francisco Auto Repair Center, says he noticed an increase in service calls as soon as he began utilizing RepairPal in his California-based shop. What’s more, Diane Larson, owner and manager of Larson’s Service in Peabody, Mass., says the service has offered significant time-savings.
The service, which is installed and set up by a company representative, allows customers seeking automotive repairs to find RepairPal Certified shops, get online estimates and seek answers to other questions they may have.
“RepairPal is pretty easy to use. In fact, you sit at your service counter and just let the phone ring,” Siegel says. “We started getting phone calls through their portal almost immediately upon set-up.”
“RepairPal saves us a ton of time by allowing potential clients to review our shop, services and even get a price quote before they call our shop,” Larson explains. “By the time the phone call comes in, they know that our shop is what they are looking for.”
Siegel explains RepairPal uses a “special phone number that rings to our regular number.” Additionally, the website portal allows the shop to record and track those calls. “We are averaging about nine calls per month,” he says.
In order to become part of the RepairPal Certified network of approved shops, Larson’s Service completed an application and certification program with RepairPal. “The application process required some work to pull all the proper documentation together. However, it assures me that they are truly certifying ‘Top Shop,’ and that’s a win-win for shops and customer’s alike,” Larson notes.
Siegel says his business added the towing referral feature and has had a number of vehicles towed into his shop since. RepairPal recently changed its tow model pricing from a tier program, to a flat percentage.
Though the RepairPal service provides convenience by quoting jobs for his customers, “we lose the face-to-face contact with the vehicle owner to explain why they may need certain maintenance or repair items,” Siegel explains.
With this in mind, the increase in phone calls gives the shop owner a generally positive view of the service.
“I have seen studies that show it takes anywhere from $25 to $100 in marketing dollars to make the phone ring. This is driving calls and vehicles to the shop,” he says. “Hopefully, as time goes on, we will see an even bigger increase.”
Noting access to online support, Larson said she likes the referrals and new clients her shop attracts, adding the “price estimator rocks for phone shoppers.” She says a drawback is paying for referrals of one-time customers.
Overall, Larson has been pleased with the service provided by RepairPal, adding it “has been a great tool to attract the type of client we want in our shop.”
