Luu Auto Repair

First time working with Luu’s for my 2011 Honda CRV. Selected based on volume of high ratings and customer comments. Significantly lower cost compared to the dealership (not what they once were). Fixed three oil leaks, trans fluid service and rear brake pads and rotors - monitoring now. Be prepared to leave your car for a few days. No frills. They will secure your car behind a locked gate. Alert: Please be aware of a hazard (a cement water inlet / utility hole 2-3 feet in diameter) between Lamar and the grassy area near the outside parking in front of the shop if you are looking for a place to pull off, park or turnaround. It can be overgrown with grass and you won’t see it from the road or shoulder. Your car can fall into the hole and it might not come out without damage. Reported to City of Austin.

Long story short, Be aware of how they calculate your “estimate”…it’s not for the actual time of work put into your car…its based on arbitrary time calculated by a software program. They are honest…but they are honest about how they are going to overcharge you for work. In this economy, it isn’t right. I recently brought my 2019 Buick Encore here for an electrical issue with the cooling fan and relay. The owner was polite and responsive, which I appreciated. The hourly rate of $110 is fair and standard, but what I can’t overlook is how the shop calculates time and parts costs. The estimate showed over 2.5 hours of labor for a job that takes about 30–60 minutes to complete. When I asked for clarification, the owner said their pricing comes from a software called PRODEMAND, which sets “national standard” labor times. That may sound official, but it doesn’t reflect how long the work actually takes. It’s a flat-rate billing system that inflates labor on simpler jobs. In other words, you’re paying based on software, not the real effort or time spent on your car. The parts markup was also steep. I was told that I needed a new relay sensor and that the cooling fan ***RESISTOR*** was the problem in my quote notes. But I kept reading and on the list below the notes he quoted me the cost for both a relay sensor fuse (way over the market price) as well as a FULL COOLING FAN/ ASSEMBLY ***way*** over the market price. Not simply a resistor. What? Let me rephrase: A relay sensor/fuse that costs $15–$20 at retail price was quoted to me at $42.82 by this shop, and when I asked for transparency on the “local cost,” I never got a clear answer. Likewise, I was told the sole cooling fan resistor part couldn’t be replaced separately and that I would have to buy a ***full brand new fan unit*** even though RESISTOR replacements (only) for this model clearly exist. When I asked why? That’s a shop policy, he says. Here is his response to my questions: “ To answer your question, 1. Any part you search online will always be cheaper than the local cost. The price you are quoted is the local cost plus shop mark up. 2. The resistor has failed, and the resistor is connected to the fan motor. We will not be able to use your parts. -Every shop works differently, in regards to replacing parts. For us to do this job we would replace the full fan assembly. We cannot replace the resistor independently. 3. We charge $110 per hour and the calculated rate is based on PRODEMAND which is a national software estimating guide. 4. Replacing only the relay will not fix the problem. You have two separate issues. Thanks” I’m not saying they’re dishonest; I believe they follow their own internal system. But customers should know how those estimates are built, especially when money is tight and car repairs are essential for work and daily life. I would search for a different mechanic if I were you. However, If you go here, ask for the PRODEMAND labor hours up front, ask for the part’s pre-markup price up front, and confirm whether a part is truly unserviceable or just replaced by policy. The transparency matters…because without asking, you’ll pay more than the repair actually costs. I don’t like it one bit. You shouldn’t either. Good luck.

My experience at luu’s auto repair was amazing. Don was very informative and helpful throughout the whole process and helped me get the best care for my car without breaking the bank. I’ll be back for any of my car troubles as long as I’m in Austin. Thanks don! P.s. do call for service a week in advance as they get busy.

Awesome customer service, Don was very helpful with describing the issue and explaining how "mark-up" works, now I understand about warranty coverage. I would recommend this place to anyone in the Austin area. Thank you Don

Luu Auto was amazing to work with - my typical mechanic indicated that I needed to get the radiator replaced on my old car, and they wanted to charge me a significant amount so decided to price compare a bit. Called Don as had heard amazing things, and what I got lived up to the service. The other shop said I needed my radiator hoses replaced as well, but Don looked at them and said that that actually wasn't necessary. Would go back to him in a heartbeat and trust him to get what I needed to get done at a competitive price.