A USA Today poll ranked auto repair as the most frustrating task Americans have to deal with - worse than tax returns. Seizing the entrepreneurial opportunity presented by this frustration, Houston-based JoeAuto completely re-engineered the auto repair process to provide consumers with an entirely new service option. Armed with a vision of an improved automotive repair experience, they are setting out to "Change the Game" in the auto service industry.
JoeAuto, an internet auto repair business, is bringing the benefits of big box retailing and information technology efficiencies to an industry that has changed little since the 1950's: the $110 billion auto service and repair industry.
The first step toward change was to go to the customer and listen to their needs. They spent two years asking customers what they want in an auto repair experience. Overwhelmingly, the answer came down to just two things: Trust and Convenience. Based on these perceived needs, they designed a new type of auto repair business in which the automotive repair customer can experience repairs that are convenient with a service provider they can trust.
To ensure convenience, they combined a car pick up and car return solution with the ability to schedule your service over the Internet. To earn the customer's trust they employ ASE Certified Technicians with a proven track record of experience and allow customers to watch their repairs as they are being done on web cams in each service bay.
Some if the services JoeAuto offers are:
- Same day or overnight service, 24x7 (Vehicles in by 1:00 p.m. will be returned the same day; vehicles in after 1:00 p.m. will be returned that evening or next morning.)
- Automobile pick up and redelivery (With hourly-rate loaner vehicles available)
- 30 service bays (500% greater capacity than traditional auto repair centers)
- Streamlined approach to auto repair (JoeAuto is working with the Six Sigma Qualtec Institute to redesign 35 critical automotive service processes.)
- OverNite Service: Drop off your car, or have it picked up by 7:00 P.M., and their technicians work on it while you sleep. Request their return service, and you can wake up with the car in your driveway.
- Information technology and Internet efficiencies (These include receiving a diagnosis, obtaining pricing information, making service appointments, choosing a loaner car, selecting a keep-in-touch pager or cell phone, viewing repairs and making payments - all online.)
- Car Pickup and Car Return: The door to door solution that keeps you from wasting valuable time waiting in a car repair shop. Arrange for your car to be picked up and returned and you never have to visit a repair shop again.
- Hourly Rate Loaner Cars: Spend an hour - or the day - in a comfortable car that you can pick up or have delivered to you.
- Keep-In-Touch Communications: They can provide you with a free cellular phone or pager. With instant communications, services progress without delay and you spend the day the way you want.
- View Your Repairs on The Web: See the progress of your car repair without hanging around the repair shop. On-line viewing of your car repair gives you an "at the shop" technician's view from the comfort of your home or office.
- Fleet repair services (JoeAuto will service fleet vehicles at night so that they stay on the road during the day.)
- On-site parts (Each service center will have an on-site, completely stocked parts store managed by industry leader NAPA Auto Parts.)
- Workplace enhancements (Top pay, flexible scheduling, climate control, tools and training program and full benefits - a package never before available to auto service technicians)
Here are their answers to some questions JoeAuto is frequently asked about this new concept in auto repair.
Do I have to pay extra for all of the solutions Invented To Not Waste My Time?
No. Our facility is open 70% more hours than most shops. Since we are able to spread the cost of our facility out over more hours in a day, this allows us to offer these solutions at no additional charge to our customers.
Will JoeAuto.Com repair my vehicle faster than other repair shops?
Our promise is to not waste your time. Our commitment to you is:
- To do it right the first time.
- Meet the scheduled deadlines
- Keep our customers informed
- Offer convenient solutions.
- Doing this does not necessarily make us faster, but it does keep us from wasting your time.
How can I find a repair shop that I can trust?
At JoeAuto.Com we want you to be completely comfortable with your decision to do business with us. We offer you the ability to view your repairs on the web with our WebCam Access. We also invite you to meet the ASE Certified technician who will be working on your vehicle. We also invite you to take a tour of our facility. We hope these things will help build the trust you are looking for.
Can I have my old parts back?
Yes. We offer our customers the option of having their old parts returned to them, or they may view those parts before the repair occurs. Either way, we want our customers to feel absolutely comfortable with their decision to do business with JoeAuto.Com.
Can JoeAuto.Com perform my manufacturer recommended services?
Yes. At JoeAuto.Com, we have access to your vehicle's manufacturer recommended services. We can perform all of your service needs, from regular oil changes to fluid exchanges, to belt replacement and everything in between.
What could happen if I do not perform my manufacturer's recommended services?
Regular maintenance on your vehicle such as oil changes, fluid exchanges, and belt replacement can help prolong the life of your vehicle. Ignoring recommended services could lead to costly breakdowns, poor fuel economy, and may invalidate your warranty. Statistics have indicated that over 85% of breakdowns could have been prevented if proper maintenance was being performed.
Should I get a second opinion?
Yes. At JoeAuto.Com, we encourage you to explore all your options. We have a private consultation center that will allow you to contact other repair shops and compare estimates. We want you to feel comfortable with your decision to do business with JoeAuto.Com.
How am I going to arrange for transportation while my vehicle is being repaired?
At JoeAuto.Com, we have Hourly Rate Loaner Cars that are available for our customers. They are only $5.00 per hour or $25.00 per day, and we provide the gas. JoeAuto.Com also offers a Free Ride service within a five-mile radius.
Can you give me an estimate for the repair of my vehicle over the phone?
In order to give you an accurate estimate, we must first perform an accurate diagnosis or inspection of your vehicle. A proper diagnosis or inspection is the only way to make sure that your time is not wasted by hidden surprises that can arise if this very important step is not done.
What is your hourly labor rate?
We do not charge by how long a repair takes. We charge based on the nature of the repair. So, no matter how long it takes to fix, you will know the charges before we do the work.
Why do I have to pay diagnostic charges just to find out what is causing my concern?
Today's vehicles are very high-tech, and that means that more sophisticated labor and diagnostic tools are necessary to find the cause of your problem. Without skilled technicians and cutting-edge equipment, you could end up wasting time and money trying to correct something that is not wrong.
The JoeAuto business model is already proving successful. The company's eight-bay prototype center in Houston generated revenues in its first 180 days that rank in the top 5 percent of all auto shops nationwide.
Leading JoeAuto is a management team of senior executives who have successfully launched and managed multiple "hyper-growth" 24x7 service sector businesses. This summer, they will launch their first big box center in Houston, with a second Houston outlet opening before year-end. In 2002, the company plans to move into Dallas, Austin, Atlanta and Denver. By 2005, JoeAuto expects to have 140 big box service centers serving the nation's top 50 metropolitan areas.
