rchaas

great thread, thanks all for sharing!

I was disappointed that the independent mechanic didn't reply to my email. I thought about calling and speaking with him, but I've decided not to pursue it further. He knows my thoughts from the emails, and I don't plan to return to that shop so there is nothing further needed or to be gained.

As for the dealer, although the event i described in the op was disappointing, I have shared that with them and overall, as I mentioned above, my relationship with this dealer remains a very positive one. I have met and chatted with the two senior mechanics there and respect their knowledge and abilities. Since then, when dealership service is needed, I request that one of those two performs the work and have been generally satisfied. There is no need to share anything more specific.

VII7

This is pretty much the norm, it is a rare specialist who will be careful of the details. This is the reason I hate having anyone work on my cars, even if it's warranty/recall.
A lot of techs disregard the 'non value' part of the job like placing back underbody panels and bumpers. They will go by memory and if a screw is not there or something minor breaks they are just going to finish.
For them it's quite the hassle to stop a job to order that screw they lost or that tab that broke. They don't want to keep your car 4 extra days, spend extra time and money on the job and then have you complain about the delay. Easier to just ignore it and as 95% of customers won't notice.

Fredie

That is unfortunate but it is also an opportunity to do the work yourself. That’s how I improved my skill set many years ago. I had one too many hacks work on my nice cars as a young man and I just could not take it anymore.
If unable, keep trying the Independent’s and ask for the mechanics with a little gray hair and compassion. Referrals are usually the best if it’s from a reliable source. Most hacks will always be hacks. Some will make mistakes but be willing to correct them without complaining. The few will not call you back. I’d choose the one that is happy to see you and service your car with a smile as if it were their own.

Z00mie

I do lots of work myself, take pictures, keep notes. Then, when I must take it to the dealer, and they break the tabs on the taillight screw plastic covers, destroy the attachment slot for the rear bumper cover wiring harness, lose airbox grommets, blower fan rubber isolators or the intake bellows support ring , I point out they weren't broken/missing beforehand and support with photos and receipts. They usually go quiet and take care of my concerns. Yes, I'm ****. I pay them well to follow suit. I also hold them accountable. I do brag on them (Letter of Appreciation etc.) when everything goes "as expected" and rate them tops on their surveys.

rchaas

I suspect part of this is the way they are compensated, as well.

IXLR8

Nope.

Exactly. Other than dentistry and surgery, I do it all myself to avoid butchers. Craftsmen are hard to find these days.

And by the way, Independent Shops are not much better.