FREQUENTLY ASKED QUESTIONS
Straight answers about pricing, memberships, points, and how the garage works.
How does donation-based pricing work?
Every service has a small, fixed reservation fee that holds your appointment slot. The actual labor is donated — after your service is completed, we invite a labor donation in whatever amount fits your budget. There's no minimum. That donation model is what lets us keep prices far below a typical shop for the families in our community.
Why is there a reservation fee if labor is donated?
The fee is small, and it exists purely to protect the schedule. No-shows and last-minute cancellations waste donated labor that another family could have used. A small commitment up front keeps the calendar honest and the slots going to people who show up.
Do I need a membership to book?
AC Diagnosis is open to everyone — no membership needed. All other services require an active membership because member subscriptions are what fund the donated labor. Memberships start at the supporter level, and every month of membership includes loyalty points you can redeem toward future visits.
What are loyalty points and how do I use them?
Every dollar of support you give earns a loyalty point, and each point redeems for a dollar off future visits. Points earned from tips and donations are bonus points: they don't count against your membership tier's point cap, and they're only spent after your regular points run out. You can watch your balance and history any time on your profile.
Do I need to bring my own oil for an oil change?
Yes — oil changes are BYO (bring your own oil and filter) so you control exactly what goes in your engine. We handle the lift, drain, filter swap, fluid top-offs, and a quick belts-and-tires check. We can't take diesel engines or lifted trucks for this service.
What happens after an AC diagnosis?
You get a clear, written answer: what's wrong, what the fix looks like, and the cost. If you want us to do the repair, you can book the AC repair service right from the app, and because we already know what your car needs, the slot length matches the job. If you'd rather take the diagnosis elsewhere, that's completely fine — no pressure either way.
Can I request a repair that isn't listed?
Absolutely. The Custom Repair Request covers everything not on the standard menu — cooling fans, thermostats, radiators, sensors, starters, and odd jobs other shops won't touch. Describe the problem and your budget in the notes, and the shop reviews and personally approves every request before you're charged. If it's something we genuinely can't do, you'll get a straight answer at no cost.
What if I need to cancel or I'm running late?
Cancel or reschedule any time from the app — the sooner the better, since it frees the slot for another family. Our policy is a 15-minute grace window: if you're more than 15 minutes late without calling, the slot may be released to the next waiting member.
What if a repair can't be completed on my vehicle?
It happens — some jobs are impractical in our bay (buried alternators, seized fasteners, vehicles needing specialty tools). If we can't finish the work, we tell you plainly, and we'll refund your reservation fee. You'll never be charged full price for a job that didn't get done.
How does the waitlist work?
If the calendar is full, join the waitlist for the service you need. When another member cancels and frees a matching slot, the system automatically emails the next person in line with the offered slot — you get a one-time link to claim it before it expires and goes to the next person. Waitlist priority is a member perk, so being on an active membership helps you get earlier offers.
Do I have to sign the liability waiver?
Yes — one time, when you book your first appointment. It's standard garage practice and it's short. You sign it once in the app and never have to think about it again.
How can I support the mission beyond my own repairs?
Monthly subscriptions are the heartbeat of the garage — they spread the cost of labor so we can keep serving neighbors who can't afford full shop prices. You can also make a one-time donation, tip after a service, follow us on TikTok and Facebook (where you'll also find discount codes), or share your story on the testimonials page. Every dollar goes back into getting another family home safe.