North Scottsdale Auto Service

The shop is in north Scottsdale, about 10 miles away from me, and looks very professional. It is near the Scottsdale air field.
It appears to be run (solely) by two partners, Andy and Stephen (I never saw anyone else there, and when I picked the car up the place was initially locked because one of them was on a test run).
I spoke with both men and they both acted very professionally. When Andy assessed the car, he agreed with the Lexus dealer that replacement was needed, showing me the damage that could not be repaired. He then made an estimate while I waited. After a few minutes, he handed me his "North Scottsdale Auto Service repair order" estimate. He told me he initially hoped to find a bumper for my car in the after-sale market or the refurbished market, but after about 5 minutes on the computer found there was nothing available for my make and model so he would have to order a new Lexus front bumper and Lexus paint--exactly what Lexus would do at their shop. At North Scottsdale Auto Service, it would run me $853.27, parts, labor, tax. This was about $200 less than the Lexus dealer price. (OTOH, the dealer was 5 minutes from me and their shop was about 25 minutes away from me, and the dealer supplied a free loaner, not available from this shop; they can get you a rental for $25/day from a nearby Hertz, I was told)
I signed a service contract that says "All mechanical repair estimates (parts and labor) have a price guarantee of 10-days from initial inspection and estimate date..." I left the shop on Wednesday afternoon with a scheduled repair date of Friday, but Andy called me a few minutes after I left and said he could get the bumper faster than initially thought, and I could bring the car in immediately if I desired and it would be ready in two days (Thursday).
Wednesday morning I get a call from Andy saying the bumper is in and it will be ready the next day, but adds apologetically that there is an additional chrome band for the front bumper that he hadn't realized he had to order separately. On finding out, he then hoped he could salvage it from my old bumper, but that couldn't be done. So he indicated he would have to charge me an extra $100 plus tax. I noted this was his error, and (I didn't explicitly point out) I had a signed price guarantee. He offered to go "halvsies" with me, and only charge me an extra $50. At this point, without a loaner vehicle and with the car at his shop, I wasn't going to fight over $50 but I told him I thought he shouldn't charge me anything more and to talk it over with his partner.
The next morning they called to tell me the car was ready. On picking it up, it looked great. Andy told me he had talked it over with his partner and they agreed Andy should have done a better job in checking out the parts and making the estimate. It really sounded like he was going to say, "So we agreed to honor our price guarantee" but he ended up saying, "So we agreed to split the extra cost with you, $50 plus tax." He claimed there was very little "profit" in this sort of thing, so a $100 loss would eat up the entire profit.
As I say, it wasn't worth arguing over, but I note that on the original price guarantee, they billed their labor at $430.67. I don't know how much is involved in removing a front bumper, then obtaining, painting, and attaching a new one, but it seems to me to keep to a price guarantee and please a new customer in a very competitive market for such services [there are 84 listings for Auto Body Work in my area on Angie's List alone], I might have eaten my mistake and figured out a way to live on doing that job for "only" $330 in labor (which, as far as I can tell, they pay to themselves). Now, instead of a very happy customer eager to do follow up oil changes, glass tints, etc., they have someone who was happy with the quality of the job performed but who feels he was nickeled and dimed and a price guarantee was not honored, and won't, therefore, be back.

They were very thorough and tried to make the repair as easy as possible