Should the reply mention the price or the invoice?

Not the amounts. Explain in one sentence how estimates and approvals work at your shop, then offer to go through the invoice with the customer by phone or in person.

How do I answer a review that calls us a rip-off?

Calmly, and without calling the customer wrong. Say how you present recommended work (what is urgent, what can wait, nothing done without approval) and ask them to contact you. A future customer reading the reply wants to know how you will treat them.

Should the owner or the service advisor reply?

Whoever can actually fix the problem, signed with their name and role. Many shops have the service manager answer complaints and the owner answer praise.

How quickly should a repair shop reply?

Within a day or two. A review that says the car is unsafe to drive after a repair, such as brakes or steering, should be answered and followed up by phone the same day.

Templates · Auto repair shops

Auto Repair Review Response Templates and Examples

Replies for the Google reviews repair shops get, from an honest diagnosis to a bill over the estimate. Swap in your details, keep the specifics, and sign with your own name.

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How to use these templates

Replace everything in [brackets], and keep the details the customer gave you: the repair, the technician, the day they picked up the car.
Describe how your shop works (estimates, approvals, warranty) only as it really works. Readers will hold you to it.
Keep prices, invoices, plate numbers and anything else from the work order out of the public reply.
Sign with a name and role, such as "[Your name], Service Manager", so the customer knows who to ask for.

Replies to positive auto repair reviews

Thank them for the specific thing they noticed. Trust is what most repair reviews are really about, so name it when they do.

An honest diagnosis

Example review

“Another shop quoted me for new brakes. These guys checked and said I had another 10,000 miles on them. Honest shop.”

Thank you, [Name]. We'd rather tell you a part has life left than replace it early, and it's good to hear that mattered. We'll be here when those brakes are due. [Your name], [Shop]

A technician praised by name

Example review

“Marcus walked me through what was wrong and showed me the old part. Really appreciated it.”

Thanks, [Name]! I'll make sure Marcus sees this. Showing customers the old part is something we like to do, and we're glad it helped. [Your name], [Shop]

Fast turnaround

Example review

“Dropped the car off in the morning and had it back by lunch.”

Thank you, [Name]! We know how hard it is to be without a car, so we're glad we could get you back on the road quickly. [Your name], [Shop]

Rating only, no text

Example review

“(5 stars, no comment)”

Thanks for the 5 stars, [Name]! We appreciate your business. [Your name], [Shop]

Replies to mixed reviews

Thank them for the repair, take the complaint about time or money seriously, and say what you changed.

Good repair, ready later than promised

Example review

“They fixed it right, but it was ready two days after they said, and I had to call to find out.”

Thank you, [Name]. I'm glad the repair was right, but two days late is a long time without your car, and you should have heard from us before you had to call. We now call customers as soon as a job slips, including when a part is delayed. [Your name], Service Manager, [Shop]

States a concrete change, not just an apology

Final bill higher than the estimate

Example review

“Good work, but the final bill was well over the estimate.”

Thanks for the feedback, [Name]. When we find more during a repair, [we call for your approval before doing any extra work], and the reason for any change should be clear on the invoice. I'd like to go through it with you; please call me at [phone]. [Your name], Service Manager, [Shop]

No amounts in public

Replies to negative auto repair reviews

Apologize, name the problem, and give a named person and a direct number. Do not argue about the diagnosis in public.

The same problem came back

Example review

“Paid to fix the AC and a week later it is blowing warm again.”

[Name], I'm sorry. A repair that doesn't last isn't what you paid for. Our work comes with [warranty terms], and this is what it's for. Please call me at [phone] and we'll get your car back in. [Your name], Service Manager, [Shop]

"They tried to upsell me"

Example review

“Went in for an oil change and they handed me a list of $1,200 in work.”

[Name], I'm sorry it felt like a sales pitch. During every service we [check the car and list anything we find by urgency], so you can decide what to do now and what can wait. Nothing is done without your OK. If it wasn't explained that way, I want to know; please reach me at [phone]. [Your name], Owner, [Shop]

Explains the process without telling the customer they were wrong

Damage to the vehicle

Example review

“Picked up my car and there is a new scratch on the door.”

[Name], I'm sorry, and thank you for telling us. We'd like to look at it with you as soon as possible. Please call me directly at [phone]. [Your name], Owner, [Shop]

Does not admit or deny fault before you have seen the car

Nobody called back

Example review

“Left two messages asking for an update on my car and nobody called back.”

[Name], I'm sorry. Two unanswered messages while your car is in the shop is not acceptable. [We now return every message the same day.] Please reach me at [phone] if anything is still open. [Your name], Service Manager, [Shop]

Tricky situations

Some complaints are about a fee or a repair the customer chose not to do. State the facts once, politely, and let readers judge.

Complaint about a diagnostic fee

Example review

“Charged me just to tell me what was wrong.”

Thanks for the feedback, [Name]. Finding the cause of a problem takes a technician's time and equipment, which is why we charge for diagnosis. [The fee is credited toward the repair if you go ahead with us.] We should have explained that before we started, and we'll make sure we do. [Your name], [Shop]

A declined repair that later failed

Example review

“They didn't fix my brakes and now they're grinding.”

Sorry to hear the brakes are giving you trouble, [Name]. When we inspected the car, we noted the brakes and recommended replacing them; we understand not every repair fits the budget at once. Please call me at [phone] and we'll get you in quickly. [Your name], Service Manager, [Shop]

States the record once, without "as we told you"
Focuses on getting the car safe

Write these in seconds instead

Templates are a starting point. Every review is slightly different, and the best replies mention exactly what the customer said. MagicReply for auto repair shops drafts a reply to each Google review in your shop's voice, so you can edit and post it between jobs. With auto-reply rules you can post thank-yous to 5-star reviews automatically and keep every complaint for yourself. Dealership service departments are covered on the automotive page.

For more on complaints, read how to respond to negative reviews. For other kinds of business, see the general review response templates, or paste a review into the free reply generator.

Frequently asked questions

Reply to every review between jobs

Connect your Google Business Profile, and MagicReply drafts a reply for each review that you can edit and post in a click.

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