Well, this is a difficult one. Had a brake job by another shop, and inherited an engine noise when we picked up the van. They wanted additional money to diagnose, but didn't tell us about it in advance of sending it home with us. Based upon a recommendation from our BMW repairman, we brought our VW van over to John's. The guys were great at taking care of us, but the repair process, unfortunately, got a bit out of hand. As things progressed, we had a water pump replaced, which failed to solve the noise problem. Dave was quick to take responsibility, and we left the van for the weekend, ending up having air conditioning fixed which didn't fix the noise. They then replaced the alternator assembly, which took care of it. All of the work after the water pump replacement was on them, except for a minimum charge for the alternator. They offered a rental car for our use during the additional repair time, which we declined, and ended up paying for a needed Lyft ride. The integrity shown by Dave and Brian in doing this is extremely impressive. Don't know of many shops that would do this. Unfortunately, when driving the van the next day, a belt shredded and we were marooned without steering, battery charging, air conditioning, etc. Dave and Brian to the rescue with a tow truck. Turns out that a pulley on the alternator assembly was defective and caused the belt to explode. This cost was also absorbed by John's. After a half day of testing, driving, inspection and retesting, they delivered the van to our house. Since then, the van has been performing well. The positive here is the service and integrity of the front house. Couldn't have asked for more. Thus, the 4 stars. Our concern is the competency of the mechanic. Could this have been diagnosed more accurately to begin with? Don't know. Based upon their body language, their unease along the way, and their hard work to get to a fix, we suspect that this was not the norm for their staff. Will we return? Probably, with a bit of paranoia tossed in.