Extraordinary Service - Customer for Life! – Recently I took my 1999 Avalon (w/ 200K miles) to Crutcher's for major engine service. They quoted me price and I elected to have new timing belt,etc. installed at the same time. Although the problem was somewhat elusive, they eventually felt (as did I) that the problem was fixed. A couple of weeks later, the problem reoccured. I returned the car to them (they had provided a 12K mile/12 month warranty on the original work). They examined the engine in more detail and Mr. Crutcher personally called me to tell me that the original diagnosis of the initial problem was in error. He said that the hard fact was that the engine was simply worn out. At this point I of course had a sinking feeling. Mr. Crutcher then said, "Mike, I want to do the right thing by you. I'm willing to give you all the money back that you've paid us to this point." Wow! An ethical car repair shop. I eventually elected to put a used engine in the car. Mr. Crutcher fould one with relatively low miles and a six month warranty. He installed it at no cost (other than the cost of th engine itself and lubricants). As part of the installation his guys removed all of the new parts (timing belt, water pump, etc) from the original engine and installed them on the used engine. The car is now running great. Throughout this episode, Mr. Crutcher, his wife, his son Jamie, and all their employees have demonstrated the kind of old-fashioned commitment to quality and integrity that used to characterized most businesses. Sadly, many businesses have sold their integrity for additional profit - to the detriment of their reputation. Crutcher's Automotive has not. Thie integrity is first-rate, and their commitment to customer service and fair-dealing is incredibly impressive. The final indicator of their hometown, hand-shake deal , way of doing business occured when I went to pickup my car. Mr. Crutcher had been personally test driving it and they hadn't had time to finish preparing the bill. I was in a hurry to get to an appointment. Mr. Crutcher handed me they keys, and said, "Come on in tomorrow and we'll settle up". Trust. They trust me and I trust them. I am a customer for life.