The Pit Stop with Swift’s Automotive
When you run a small, family business like ours, you tend to notice things other people might overlook. You pay attention to service experiences—not just because you’re a business owner, but because you care about how people are treated. We’ve always believed in doing the right thing. But a recent experience reminded us how rare that actually is… and why we’re so committed to sticking with it.
A couple weeks ago, we had an issue with our washing machine. It wouldn’t drain properly, and after trying the usual quick fixes, we decided to call a mobile appliance repair service. The idea was simple: get a professional diagnosis, pay the fee, and figure out what needed to be done next.
The technician showed up just before 11:00 AM. By 11:22, he had already handed us the receipt and was back in his van. The problem turned out to be a small piece of plastic—just a little white oval, not even the size of a quarter—clogging the drain pump. It was a quick job. No tools, no parts, no heavy lifting.
But the invoice told a different story.
Instead of just a diagnostic fee, we were charged for a full hour of labor on top of it. That hit us sideways. My wife was home at the time and, feeling a bit confused, went ahead and paid. But as they drove off, she couldn’t shake the feeling—like maybe they were leaving thinking, “Easy money. Just made $300 in 30 minutes off someone who didn’t know any better.”
Now, we can’t say for sure that’s what they were thinking. But that’s how it felt.
And that’s the thing about service work—it’s not just about what you do, it’s about how you leave people feeling.
When we looked at the clock and the invoice, we both felt a little taken. So we called. We explained that we own a small business too, and that we understand charging for your time—but not for time that wasn’t spent. We didn’t yell or demand anything. We just said it didn’t sit right with us.
To the company’s credit, the owner called us back personally. He didn’t argue. He didn’t make excuses. He admitted the technician may have been a bit too quick to slap on the labor charge and offered to refund not just the extra labor, but the full amount. That took accountability, and we appreciated that. It mattered.
But we also believe people should be paid for their time. So we declined the full refund. We just asked that the extra 30 minutes of labor be removed—and it was.
We respected the way the owner handled it. That call could’ve gone a lot of different ways, but instead, he owned up and made it right.
What hit us afterward was this: we don’t charge extra for small fixes we come across during a diagnostic—and we never really thought twice about it. It’s just how we’ve always operated. But after that experience, we realized it’s not something every business does. And that made us see it for what it is: something that truly sets us apart.
Looking back, there have been plenty of times when a quick, easy fix popped up while we were diagnosing something. A car that wouldn’t start just because the steering wheel was locked. Or one that needed a quick battery jump after the owner accidentally left their headlights on. Things that took seconds to fix—things we could’ve turned into labor charges if we wanted to.
But we didn’t. Because we don’t believe in squeezing every penny out of a situation just because we can.
A few days after the washing machine situation, we were on a job diagnosing a 1996 Chevy Impala with air ride issues. The front end wasn’t lifting anymore. We dug in, ran our checks, and found the issue in about 15 minutes—just a couple wires hooked up wrong.
It took just a few seconds to move them into the right place. While we were already under the car finishing the rest of the diagnostic, we went ahead and made the fix.
We didn’t stop and say, “Hey, this counts as labor now.” We didn’t charge extra. We didn’t even think about it. That’s just part of how we work. Because when someone hires us to come out and help, we want them to feel like they got honest answers—not a sales pitch.
That experience with the appliance repair tech really stuck with us. Not because of the mistake—but because of how it felt to be on the other side. That moment of wondering if someone saw us as just a dollar sign. That lingering doubt about whether we were respected or just taken advantage of.
And we never, ever want our customers to feel that way.
We know what it’s like to hand over money and walk away questioning whether you just got scammed. We’ve been there. So every job we take—big or small—we try to keep that in mind. What would we want, if it were us? What would feel fair? What would feel honest?
That’s what we built Swift’s Automotive on. We’re not perfect. No one is. But we take pride in showing up with integrity, honesty, and real respect—every single time. And when we make a mistake? We own it. Because that’s what real service looks like to us.
We’re a husband-and-wife team, and this business is personal. It supports our family, but it also reflects who we are and how we were raised. We don’t want to be the company people walk away from feeling burned. We want to be the company people call again—and recommend to their neighbor.
Because at the end of the day, fixing cars is what we do. But how we treat people is what we’ll be remembered for.
Need a mobile mechanic who treats you right from start to finish?
📍 Serving Beaumont & Surrounding Areas
📞 Call or Text 409-206-0581
Catch you at the next pit stop.
– Swift's Automotive
30th June 2025
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