Note: A small number of these letters describe situations that involved errors on our part. I feel kind of funny about including these; like anyone, I prefer to put my best foot forward and it seems to run contrary to conventional wisdom to advertise that we've ever made a mistake. However, sometimes as relationships are forged, their character is best revealed in the midst of resolving an unanticipated problem. In the several letters that refer to situations of this sort, I have included them, along with a note of explanation, because I believe they have been a useful part of our learning process, and they serve to illustrate a healthy, fair-minded, customer-oriented approach to resolving unanticipated problems. Fortunately for us, an extraordinarily high level of shared trust has characterized our relationships with our customers, and they have been fair-minded in their dealings with us as well.

I just picked up my truck today-it's Sunday-and I wanted to thank you for taking the time out of your Sunday to let me do that. I also wanted to let you know that you guys did a beautiful job on my truck. I am extremely happy. Your level of professionalism is very hard to come by, and I wanted you to know that. In the future, from here on out, I will always be taking my truck to you to get it worked on. So again, I appreciate your work, and I will let all of my friends about you as well.

Thank you,

Sherry

Thank you for your follow-up letter; I've never been extended such consideration from a vehicle service group before, and I appreciate it.

I am very pleased with the quality of work you did on my '91 Toyota pickup; it seems restored to a much earlier state of vigor belying its current age and mileage. I am also heartened by your offer of advice and technical assistance should the occasion arise.

Please know that I will not hesitate to recommend your service and diagnostic expertise to anyone seeking such for their Toyota.

Again, thank you for your help,

Mike

I am writing this letter to thank you for all the years of wonderful service from you and your team. I have been more than pleased with the consistency of your work and the reasonable and honest prices you charge. I have appreciated the friendly, courteous service you provide and the professional way your business is run. It's comforting to that my car will always be ready when you say it will be. You have a customer for life.

Best regards,
Mary

My name is Andree, and I am writing to provide information regarding my past experience in working with Integrity Auto.

I moved to Oregon in the fall of 2001 and by the spring of 2002 it was clearly time for me to find a trustworthy facility to do maintenance on my car. As opposed to just scanning the phone book for a shop, I felt that I would get real feedback, whether good or bad, by asking people that I knew and trusted. It was a co-worker of mine at the time, Kris from which I received the strongest opinion. She raved about the shop that she had been going to for years. She said that they always gave her a fair quote, they were very personable, did the work in a timely manner and almost always came under their original quoted price once the work was completed. That was precisely the experience that I was after so, with the contact information she provided, I sat down and promptly called Integrity Auto. Even in this first call I was beginning to be impressed. Duke, the owner of the shop, asked a lot of appropriate questions, discussed with me what he felt was the right course of action in terms of dealing with my car's problem, and really took his time. I didn't feel rushed and definitely felt confident in his knowledge. I was allowed to speak directly to the owner after all, and that doesn't happen often. Their Southeast Portland location was the only real inconvenience as I live very Northeast, but they made it worth the commute.

Integrity Auto was exactly what had been described. They were ready for me when I arrived and were very helpful. They seemed to genuinely enjoy each other, a good sign when working with any establishment where communication is very important and they sincerely care about the environment in which they work. I found them to be a super clean shop where the rest of the staff was just as friendly to me as the owner who greeted me. After we went back over what it was that would be in need of repair, I left for the afternoon. That day I had arrived with a car loaded down with my folding table and supplies from a jewelry showing I had done a few days before. When I returned, we took the car out for a test drive to see how it felt and, after paying my bill that did come just under what I had been quoted, Duke insisted on helping me to reposition the items inside my car so that the table wasn't aimed at the back of my head and my drive home would be safer. I was a little embarrassed but forever grateful. Integrity Auto went above and beyond my expectations from day one. I refer my friends to them and have kept them as my maintenance shop ever since.
Andree

I am writing to formally thank you for the years of trusted service that your automobile repair business has afforded my family. Your team's skilled care of our Toyota has been invaluable and most likely the reason that, after 150,000 miles, the car still performs like new. We find your operation at Integrity Auto to be consultative in nature, open and up-front on all potential expense scenarios, and competitively priced. The extra step you take to deliver exceptional customer service is a true distinguishing attribute between you and your competitors.

We have developed a strong sense of faith in your honest service, which is the key reason we drive the 20-some-odd miles from Lade Oswego to your shop in east Portland.

We wish you success in the upcoming years.

Respectfully,
Jack

I have been a customer of Integrity Auto for the past four years. I cannot say enough great things about the service I have received. Duke and his staff have always conducted themselves as professionals, with honesty and the utmost sincerity. Duke has an impeccable memory for details! He always remembers details of previous repairs on my vehicle. Duke and his staff have always kept me well informed regarding repairs, and work has always been completed in a timely manner and at a competitive price.

I have referred family, friends, and customers from my workplace to Integrity Auto and always received raves about their experiences and the quality of the work done.

Sincerely
David

I am writing this letter to pay a very long over due compliment to you and your staff at Integrity Auto. You may not remember, but I became a loyal customer of yours when I had my 1988 Toyota Camry towed into your shop after it broke down from a faulty timing belt installation at my former Toyota dealership.

During that first visit to your Toyota Specialists shop, I was very impressed with not only the work performed on my car, but I think what impressed me most was the caring, honesty and integrity in handling me as your customer. Since that first visit in 2000, I have added another 281,000 miles to my car and used your shop exclusively. I would like to point out that I live in Washington and drive 70 miles round trip to have my car serviced by you and your highly trained staff of mechanics. I don't mind the drive and passing a few shops I had used previously because I know my car will be serviced correctly, the first time, and at a reasonable price.

The work completed last week was typical when you diagnosed an electrical problem, replaced worn seals that leaked oil (still the original engine and transmission) and replaced the brake pads.

My Camry currently has over 408,000 miles registered on the odometer; about three times the mileage and use over any other automobile I've owned. I try and drive the "Old girl" with the age and respect she deserves, but I know it really comes down to the years of excellent service she's received at Integrity Auto that keeps her on the road.

"Thank you" to everyone,

Sincerely,
Craig

James Klink

We have been customers of Integrity Auto since March of 2001. We had originally come to them because we were looking for an auto shop that dealt fairly with the customers, who were honest, and who did the needed work with a high level of skill. We have never been disappointed. The prices they have quoted to us have been the prices we paid, and if more work was needed than originally anticipated, they always called us before going ahead with the necessary repair. On October 21st, 2004, we brought our car in for a timing belt replacement. We were told at the outset that after going in, other things related to the timing belt might be found to need replacement. These other items were explained to us, with the repair costs quoted if they were defective. As it turned out, only the timing belt was needed, so the cost to us was the lowest price given up front.

In the years we have been customers of Integrity Auto, we have never once found them to be anything but consistently honest with a high level of skill in any repairs they have done. All prices have been quoted up front, have been adhered to, and no extra work has been performed without our prior knowledge and permission.

Thank you for your attention.

Sincerely,
Anne

For the past seven or so years, I have taken my 1992 Toyota Previa to Integrity Auto for all maintenance and repairs as needed. I have always been impressed with the timely manner in which the maintenance and repairs were made. Each time, before any work was done, I was given a written description of the repairs needed and an estimate of the cost for parts and labor. At that time, Duke would take the time to verbally explain what needed to be done, the best method of doing the needed work, and the associated cost.

While doing the agreed upon work, if there was ever anything discovered that would need possible future repair, Duke would let me know when I picked up my vehicle. If it would be a type of repair that could wait until another maintenance date without jeopardizing my safety, he would recommend that we keep it in mind. By the same token, if he discovered something that needed more immediate attention, he would call and let me know and allow me to make the decision. In all the years that Duke and Integrity Auto worked on my vehicle, I have never felt that I had been taken advantage of or encouraged to do repair work that was not of a necessary nature. Both of my children, when they owned Toyotas, always had Integrity Auto take care of their needs; even while they were away at college they would schedule the needed work while they were home because they trusted Duke and Integrity Auto's mechanics.

In fact, after having my last safety inspection and oil change, and air conditioner recharged and paying my bill, I received a letter within a couple of days with a refund/credit to my charge card because of an error in calculation. I would never have known that an overcharge had accidentally occurred, except they took care of it immediately because of their honesty and integrity. Hence the name: Integrity Auto.

Recently I purchased a different make of vehicle. Before I made such a decision, I went to talk with Duke about the maintenance record for the newer Toyota Sienna. I respect Duke's honesty regarding some to the maintenance problems I could expect. In fact, I even asked if he would consider becoming an authorized mechanic for the new make of vehicle I decided to purchase, so I would be comforted with the knowledge that I had a mechanic I trusted. Of course, no deal, and he is still the best Toyota mechanic around. I never hesitate to recommend him to anyone needing service for their Toyota vehicles.

Sincerely,
Beverly

I am writing to provide a character reference for Mr. Duke Bishop, owner of Integrity Auto. Mr. Bishop provided assistance to me in connection with a major transmission problem with my 2000 Toyota Tundra.

Initially, it appeared as though the problem was going to cost me over $3000 to repair, because the factory warranty had expired. Mr. Bishop went the extra mile for me and called the service department at a few Toyota dealerships here in the Portland area. I eventually made contact with the manufacturer though a phone number obtained by Mr. Bishop and the entire problem was resolved at no cost to me under warranty through the service department at a dealership.

Mr. Bishop did not profit from the situation because all of the warranty repair work had to be performed at a factory authorized dealership. I found it very refreshing that Mr. Bishop actually sent me in a direction that he knew would result in his shop losing a major repair job. It was obvious to me that his business ethics were such that helping a fellow human being had a much higher importance than lining his own pockets at the expense of one of his customers.

All of the initial diagnostic charges I incurred with Mr. Bishop were authorized, and he explained everything to me up front. I will not hesitate to return to Integrity Auto to have further service and repairs done on my Toyota. Similarly, I will recommend Mr. Bishop's shop to anyone I know who owns a Toyota automobile. Mr. Bishop has earned a loyal customer, because his honesty saved me over $3000.

Sincerely,
Kevin

Your choice of "Integrity" for the name of your firm is perfect.

Integrity Auto provides a higher level of personal and conscientious service than anyone else we've worked with.

You, Brian, and your team of mechanics:

• Always provide and accurate estimate of costs
• Alert us if there is any change in the estimate
• Identify and suggest additional repairs to help keep our vehicle safe and reliable, but make it very clear whether those repairs need to be made immediately or at a future scheduled service
• Guarantee that your repairs and parts will work as you describe and then exhibit a willingness to take any further steps required to make sure we're happy with the vehicle

Thanks, Duke, for keeping our Landcruiser in perfect condition and for the great service Integrity Auto provides.

Dennis

I am writing this letter to attest to the ethics and integrity of Duke Bishop and the other mechanics at Integrity Auto. I first became a customer of Integrity Auto three years ago when I moved here from New Jersey. Duke and his mechanics impressed me from my first visit with their respect for me as a customer and their professionalism of their work. They always write up the service clearly and walk me though the procedures before I sign off on the work they intend to do. They have always consulted with me before doing further work and have given me accurate estimates of the cost. The one time a problem was not fixed with the first repair, there was no question that Integrity Auto would make the repair a second time free of charge. (I did not have to ask.) I have complete faith in the honesty of everyone at Integrity auto and would recommend them to anyone who has a Toyota in need of repair.

Sincerely,
Elizabeth

I have been a customer of Duke's for at least 13 years. I first met him when he worked at another Toyota specialty shop. He was able to move out on his own and since then I have been going to his shop-Integrity Auto, Independent Toyota Specialists.

I have owned a 1984 Camry, 1995 Camry, and a 2000 Rav4 since I've met Duke. Duke is the most honest businessman that I have ever met. Duke always gives a dollar estimate and if he finds another problem he calls to make sure it is ok to do the repair. Duke does not look for a problem to make the customer spend more money. I believe he treats his customers' cars just like he treats his own. He does what is necessary and makes recommendations when he sees the need. He takes excellent care of the cars he works on.

Before I met Duke I had gone to two different Toyota dealerships in Portland. Being a single woman I always felt like the found something wrong every time I took the car in even just for an oil change. It seemed like every time I went in they found another problem to make me spend more money. I never knew if they were telling the truth or not. Duke lets you know what maintenance should be done at different mileage times and that is what he does. There are never any surprises or a large monetary difference from what he originally told you.

Duke's shop is always tidy and clean and the other people that work with him are polite and friendly. When Duke says your car is going to be done at a certain time, it is. He calls and lets you know your car is ready to be picked up. I know some people who drive quite a distance to let Duke work on their car because he does such a good job; even though it is out of their way, it's worth it. When you refer a friend to duke he always sends a thank you card letting me know he appreciates the referral. I have never heard anyone say they were not totally happy with the service that Duke and his employees provide.

Mary

This is a letter of highest recommendation and endorsement of Integrity Auto, their work, their honesty, and their integrity.

We have been taking our Toyota Previa to Integrity Auto since about 1997. From the start, we were impressed with their knowledge, ability to explain problems, the options for choosing different levels of service, the cleanliness of the shop, and the efficiency of the turn around time. We have had several repairs done, large and small, and have been pleased with all of them. If we have had concerns, they have been addressed.

We have always had Toyotas and Volvos and have visited a variety of repair shops around East Portland trying to find a fit for ourselves. I have been to several other shops where I wasn't sure I could trust the repair people, or I didn't understand their explanation of a problem, or I felt we were charged exorbitant fees. I have had none of these sentiments at Integrity Auto, which is why we have continued to return for all of our repair needs in the past seven years, despite the fact that it is not so close to our house.

I would recommend them to anybody without hesitation.

Thank you,
Jinx

I have been an Integrity Auto customer for the last 7 years. From the beginning, I have been very impressed by both the customer service and quality of work. Duke is articulate when communicating what needs to be done and why, and he goes out of his way to make sure I understand. He also makes sure that I have either a firm quote or a reasonable estimate of the charges. Further, Duke is not one to oversell work. In fact, on at least a couple of occasions, he has persuaded me to delay or skip altogether work that he could easily have convinced me to have done.

I am equally satisfied with the quality of repairs I've received at Integrity Auto. I can't recall ever having a return visit due to poorly performed repairs. Moreover, I have never experienced unauthorized additional work being performed or charges appreciably higher than what I anticipated. On those rare occasions when significant unanticipated work becomes necessary, Duke will always call and discuss the situation with me before proceeding.

In one sense, it has not been easy for me to continue my relationship with Duke and Integrity Auto. I live in Southwest Portland, and his shop is in outer Southeast Portland, a 12-mile drive. But, any inconvenience this presents is more than outweighed by the positive experience of being an Integrity Auto customer.

Sincerely,
Jeff

On behalf of Integrity Auto-Independent Toyota Specialists, I am offering a letter of highest recommendation for outstanding service as a satisfied customer. Three years ago I came to Integrity Auto because I was looking for a reliable an honest auto mechanic who specifically serviced Toyota vehicles. In my experience Duke and his team of mechanics have always lived up to their motto "Toyotas serviced with an unusual level of personal concern and professionalism...."

I own a 1999 Corolla and my husband owns a 1999 Camry. The work done on both our cars by Integrity Auto has always been communicated and cleared with us before the work is done. Integrity Auto has always honored the price quoted to us and sometimes the final bill is less than expected. They go out of their way to get the repairs done and to save us money. Integrity Auto repairs my car in a timely fashion and my car is returned to me as clean as I left it.

Integrity Auto lives up to its name. As long as I own a Toyota, they will continue to have my business.

Sincerely,
Robin

I just wanted to take a minute and drop you a note expressing my appreciation for the great job that you have done for me with my Toyota Corolla. I've spent a fair amount of time in repair shops with my cars, and I can honestly say that it is a relief to finally find someone who I can just give the car to and say "fix it".

I have every confidence that when you give me an estimate on work it is accurate and precise and if a repair is needed, I am confident that the cost will be very competitive.

You may recall that I spoke to you of my work in real estate and how I work exclusively by referral. A major service offering to my clients is my Referral Directory, a collection of service providers that provide excellent service in their fields. As a thank you, and in recognition of your high standards, I am including Integrity Auto in our automotive repair category.

Sincerely,
Derek

I have been a satisfied customer of Integrity Auto for over two years and had several repairs done by Duke and his crew. I found his prices very competitive. I appreciated Duke's thoroughness in understanding the problem of my Toyota pick-up and the options he offered in planning a logical course of action. He never leaped to conclusions. In every case he went over the work order with me and explained it completely until both he and I were satisfied that I understood what repairs were to be done. He also explained to me that if "other things" came to his attention he would call me before working on a new problem. If "other things" did come up, he would explain these to me and make recommendations and explain options. He did only the work I authorized him to do. Each and every time I found the billing to be accurate and straightforward.

As long as I own a Toyota, I will use Duke and Integrity Auto as my repair shop.

Stephen

You asked me whether I would be willing to write a letter recommending the services of Integrity Auto as a regular customer. This is that letter.

Integrity Auto ("Integrity") has serviced our 1993 Toyota Corolla since we bought it used in 1995 or 1996. Integrity's service has never been less than good, and is usually outstanding. From routine oil changes to substantive maintenance and repairs, Integrity has performed with honesty and reliability in a courteous and helpful manner. I recommend their services to others driving Toyotas whenever I get the chance.

Among other hallmarks, I can rely on Integrity:

• To assess and discuss what maintenance or repair services are necessary;
• To tell me when services can or should be delayed;
• Not to perform services not requested or warranted;
• To provide accurate and reasonable estimates up front;
• To inform me promptly if other services are necessary and not to perform them without additional authorization; and
• To complete the work within the timeframe discussed.

As someone with very little mechanical aptitude or interest, I have a near-pathological dread of being taken by an unscrupulous mechanic out for a fast buck. I have found that Integrity performs its services honestly and charges fairly. Integrity seeks the most reasonable solution, not the most expensive. Of particular importance is Integrity's consistent practice of performing only those services that are necessary or appropriate.

I chose a Toyota because of its reputation for reliability. I am pleased to say that I have found the same reliability, along with unmistakable honesty, in Integrity Auto. It would be difficult to find a more aptly named company.

Duke, you have not offered, nor would I accept, any compensation for this letter, whether in cash, trade, or services. Good grief-you didn't even offer me a cookie.

Sincerely yours,
Al

My name is Marge, and I've been a customer of Integrity Auto for over six years. I came to Integrity Auto because another well-known company was less than honest with me in my auto repair. I am very cautious with business people that I deal with.

When I first came to Duke's place he informed me of some repairs that may be needed at a certain time but did not pressure me in any way to get these repairs done. He was and has always been up-front and honest as well as sensitive to what my pocketbook can afford.

I can ask him what the consequences of not taking any action and he never exaggerates the problem just so he can get me to have work done. He even helps me out by letting me know what I can do to keep my car running smoothly on a limited budget. When he knows of a place that will do routine work for less he even shares this information with me. Yet, he is attentive to what repairs should be done and shares this with me and always allows me to decide when to have them completed.

When he does repairs on my car they are always done well. I have never had a complaint about his work.

Most recently I had some struts that had been put in by another company several years ago. Duke noted that this area was leaking oil. He was willing to give me a print out of the repairs that needed fixing so I could take it back to the company that did the work in order to prove there was a problem. This saved me several hundred dollars.

Another aspect I like about working with Integrity Auto is that Duke will call me personally to discuss the options for repair very consistently before going ahead and doing the repairs. The estimates are always within the ballpark figure he had quoted me over the phone.

I stay with Integrity Auto and recommend him to my friends because he is a very trustworthy and honorable professional. The name of his company is very consistent with the honest and caring manner in which he interacts with his customers every day. I would never have any concerns about my business dealings with him.

Yours truly,
Marge

During the past fifteen years I have been privileged to have all of my family vehicles serviced by Duke Bishop and his employees. This has involved four family vehicles over this period of time

All of my diagnostic work, repairs, and advice concerning these vehicles have been handled with responsibility, courtesy, concern for my needs and questions and punctuality. Numerous times my initial suspicions or perceptions of a problem were corrected with Duke's careful and insightful diagnosis. The result was a consistent pattern of thoroughly explaining the options I had in correcting the problem, accurate estimates of costs for each option, and leaving the choice to me as a customer.

Sometimes the need was incidental and the work was promptly dispatched with no charge to me.

At no time in this long history of having Duke as our vehicle mechanic have I ever been left with questions concerning his personal integrity or the quality of the workmanship with our vehicles. The name of his business is reflected in that which is offered to the customers he serves. I have recommended him to at least 10-12 friends of mine who were looking for a reliable mechanic.

I am pleased to affirm his work and character.

Sincerely
Bob

To Whom It May Concern:

I became a client of Integrity Auto 2 years ago. At that time I was looking for a lower cost alternative to the dealership repair shop where I had always taken my Toyotas. I asked my mechanic at the dealer where I had been going if he knew anything about Integrity Auto and if he thought they were honest and reliable. He stated he had worked with Duke before Duke started Integrity Auto and assured me he was a highly skilled mechanic in whom I could place my complete trust.

And so I took my car into Integrity Auto for a brake job. They noted cracking of the CV boots at the front axle and recommended their replacement. I consented and the next day went in and picked up my car. About two miles later my car seemed to go into "permanent neutral" and would not move. Integrity had a tow truck there in minutes for me. They then inspected my van at the shop and determined that it was their fault. They had made an error in reassembling while replacing the CV boots. They repaired the problem without charge. Since then the have performed both routine maintenance and major repairs including replacing my transmission and have done excellent work.

I feel this is an example of their honesty. They could have told me anything to avoid admitting their error and at the same time "taken me" for additional costs in phony repairs. But I think there is a reason Duke chose to name his business "Integrity Auto". My impression of his character is that at the end of the day, he wants to feel good about what he does for a living and honesty is central to that aim.

Sincerely,
Robert

To Whom It May Concern:

I have known Duke at Integrity Auto for approximately five years. He has taken good care of my aging truck over the years, and has done so in a prompt, professional, and attentive manner. I always felt confident that when my truck needed work, he would handle the repairs quickly and fairly.

This spring I needed a lot of work on my truck, including replacement of the timing chain. After the repairs, I drove from Oregon to Arizona and my truck began leaking oil. I called Integrity Auto from the road and was reassured that my truck would make it back to Portland. When I arrived back, they diagnosed a problem with the head gasket, an expensive problem to fix. Duke decided that his staff should have spotted the problem when they worked on the truck before I left. He immediately offered to repair the problem at no charge to me. This kind of responsibility allows me to have a solid sense of customer loyalty whenever I have trouble with my car. I have no hesitation whatsoever about dealing with a business owner with such an ethical approach to earning my business.

I received consistent personal service when I did business with Integrity Auto. When I waited in the library near the shop for work to be completed, Duke would look for me if there was something about the work that he thought I needed to know. He would supply coupons for free beverages at a local restaurant while I waited. If he had to keep my truck overnight, he would make a loaner vehicle available to me if I needed it. He always contacted me during the repairs to explain what was going on if he found additional problems, making sure that he had my authorization before he continued with the repair.

I have learned over the last five tears to trust Duke and Integrity Auto with all my truck's repairs. I knew that I would receive courteous, reliable, honest service, qualities that are in short supply these days. I moved to Arizona last week, and hope that I can find a car repair business here in Phoenix that compares with Integrity Auto. It's going to be difficult because Duke has set such a high standard.

Sincerely,
Kate

(Note from Integrity: In the above situation that Kate described, there's no question in my mind that we should have spotted the problem with the head gasket during the first repair. Perhaps of equal importance, if we had caught it during the first repair, it would have added very little to the cost of the repairs that we were already doing at that time, and would not have cost her the extra inconvenience of a return visit. These three factors taken as a group made me especially want to be the one that bore the cost of the final repair.)

Thanks Integrity Auto.

Kelly Burbank

I have been a customer of Integrity Auto since 1999. I found them by looking in the phone book for a reliable place to take my Toyota Camry for servicing.

Today, I am still driving the same car and it has been maintained and serviced by Integrity Auto only. They are always honest and trustworthy to deal with and I will not take my car to anyone else. In fact, I drive several miles out of my way to go to their shop.

My husband and I just purchased a used Lexus and are already planning to have this car maintained and serviced by integrity.

Sincerely,
Charlene

I have been a customer of Duke Bishop's Integrity Auto, located on 539 SE 122nd Ave. Up until December of 2001, I owned a 1986 Toyota Van, which Duke serviced for me on a number of occasions. I found his service to be just as his business name represents, one of integrity. He would examine my vehicle, provide me an estimate of what it would cost to fix any problems that he found and perform the service at my request. The service he provided was always successful in returning my vehicle to good driving condition and during the time that I owned this vehicle, I never had any reason to take it back for any of the repair work performed. In 2002, I gave my Toyota Van to a lady friend of mine who has continued to use Integrity Auto without complaint. This vehicle still operates thanks to the repair work done thus far.

Respectfully,
Lloyd

I have been asked to give a reference for Integrity Auto as to their automobile competence and overall professionalism.

I've had the opportunity to deal with Duke and his staff, roughly three times in the last year. Though from my perspective, auto repair is similar to tooth extraction, Integrity Auto has done an outstanding job from start-to-finish in explaining my vehicle's problems, correcting the problems, and when necessary, taking a different course of action to correct the problems. When possible, costs were explained to me and seemed reasonable.

I would and have recommended them to other people.

Jack

The purpose of this letter is to communicate my professional opinion of the service that has been provided to my family and me by Integrity Auto in Portland. For over four years we have enjoyed remarkable service from Duke and his employees at Integrity Auto. We have brought our vehicles to Integrity Auto for both general maintenance and emergency repair and have received repeated excellent customer service and high quality auto care. In my opinion, Integrity Auto employees present an honesty and friendliness rare in the auto repair industry. They truly live up to the business name.

Sincerely,
Ericka, Civil Engineer

I have known Duke for twenty-five years in a personal and professional relationship. He is a man of highest integrity and I would trust him with any of my personal affairs and find him absolutely trustworthy. I am confident and happy to recommend Duke.

Sincerely
Greg

We are writing this letter to commend Integrity Auto. Integrity Auto is a reputable, honest and professional place of business.

For many years we have had our automobiles serviced by Integrity Auto. Our son also has automotive repairs performed by them. We have always found the employees of Integrity to be honest, reliable and professionally qualified to diagnose and correct any automotive problems we have encountered. Integrity Auto has never misled or misinformed us regarding necessary automotive repairs. They have never performed repairs on our vehicles that were not discussed beforehand and authorized. We have never been charged more for any repair than what was pre-authorized.

The employees of Integrity Auto exemplify the name of their business: Integrity. Without qualification we recommend the professional, honest services of Integrity Auto to anyone needing automotive repairs.

Very truly yours,
Warren & Bonnie

After a bit of sleuthing-with the help of the Better Business Bureau-I chose to bring my Toyota to you for servicing, as your shop had earned a flawless record with the BBB. May I say that my own experience confirms that Integrity Auto is aptly named: I have been much impressed at every turn in my dealings with your staff. In terms of service and courtesy, every detail of the work to be performed on my vehicle was patiently and thoroughly explained. And underlying all was the distinct impression that the good people at Integrity Auto truly intended to earn my trust. Point of fact: one service item I expected would need to be performed on my vehicle I was told was unnecessary, thanks to some candid counsel at your shop. I can't recollect the last time an auto repair shop actually encouraged me to keep my money in my wallet! Honesty, quality & timeliness of repair, good communication, a clean, accommodating waiting area-Integrity Auto has it all!

David

I have dealt with Integrity Auto from their initial opening, and I also had car repairs performed by Duke when he was with Specialty Auto. Throughout all these years, Duke has always been honest and trustworthy. I have recommended his business to many people, and everyone told me that they appreciated finding someone who was competent and fair with the cost of auto maintenance. I will always keep a Toyota because Duke is a man I completely trust.

Sincerely yours,
Shirley

I am a longtime customer of Integrity Auto and am writing this letter as an indication of support for Duke and his business. In each and every service I received, Duke and his staff provided a clear and honest explanation of the issues with both my vehicles. They also were consistently accurate with their initial estimates of cost. In each service event, the charges I incurred were always very close to what they quoted.

Again, I support Integrity Auto because of the excellent service they have provided on both my vehicles and their competitive service costs in the greater Portland metropolitan area.

Best regards,
Kedrich

I would like to express my appreciation of your company with the service I have received over the past four-to-five years. I was referred by a friend/co-worker and didn't realize how thankful I would be.

You have taken care of my Camry, performing everything from general maintenance to major repairs at a price I could afford. Your company has excellent customer service and I appreciate your honest opinion. Your staff makes me feel comfortable knowing you're taking care of my car and that you're not just taking my money for unnecessary service.

I have never doubted your service and prices. I appreciate the fact that you have never performed any unauthorized services on my car.

Thank you for keeping my car running, hopefully, for may years to come.

Gwen

I have been a customer of Duke's for the past fifteen years. I began going to Duke when he worked at another shop on Glisan Street, and followed him when he started Integrity Auto.

Duke has serviced our 1980 Celica, 1988 Toyota Van, 1990 Tercel, 1995 Corolla, 1996 Camry, and currently is servicing our 1998 Rav4. When Duke quotes an amount for the work to be done, you can always count on the dollar amount to be what he has quoted. He never has done anything extra on any of the cars without checking first. This has never happened while I have been going to Duke. Whenever I call for an appointment, he gets me in as fast as possible, and when he says the car will be done at a certain time, it is. He always calls to let me know when the car is done, especially if the work is done earlier than expected.

I have referred at least five different people to Duke and they have always thanked me for sending them to such an honest person. His work speaks for himself.

Sincerely,
Molly

My wife and I have brought our Toyotas to Integrity Auto for more than five years. We have had routine maintenance and special repair work done over this period of time. They have never done any work without prior approval. They have always given us an estimate or, in some instances, told us it would be based on actual time. When they have given an estimate, they always came close. When it was based on actual time (as when performing diagnostic work) I could have them call me when they knew what it would cost. This was with the knowledge that if I chose not to go forward with the work, I would have to pay for the time already spent.

We have always been satisfied with the quality and the timeliness of the work. The fact that Integrity Auto is available will influence my car buying choice.

Sincerely yours,
Mick

I have been taking my cars to Integrity Auto for four years. Mr. Bishop and his employees, both in the office and in the shop, have been dependable, professional, competent, and trustworthy.

The services Integrity Auto has provided have ranged from routine maintenance to major engine and transmission work. All of the work they have done for me has been thoroughly discussed before it has been started. The cost has always been agreed upon, both verbally and in writing, before any actual work has been started.

In all the years I have been taking my cars to Integrity Auto I cannot recall a single exception to the above descriptions of their procedures. I trust these people completely. The name of the company says it all.

Sincerely,
Charles

We have been using Integrity Auto-Toyota Specialists since Duke left the shop he was working at and set up his own shop at 122nd and Stark. In the time that we have been going to Integrity Auto for service and repairs we have never been unhappy or surprised with the service, work, or final cost.

In 201 we replaced our Toyota with another. Part of the final decision for the purchase of our automobile was whom we could take it to for any mechanical problems and routine service. Duke has, for example, advised us against maintenance that we were pursuing because it was unnecessary at that time. We appreciate his honesty.

I have no problems recommending Integrity Auto-Toyota Specialists to any of my friends and have in fact done so. We don't lightly make recommendations unless we feel they are worthy of our trust, and we feel Integrity Auto has earned that trust.

Sincerely,
Larry and Leone

In regard to Integrity Auto, we have been customers for the past seven or more years. During this time my wife and I have had four Toyota vehicles. Integrity Auto has consistently repaired our vehicles without comeback or returns of any kind. Mr. Bishop has given us accurate estimates outlining the needed repairs and cost. He has also explained the repairs in an accurate and completely understandable way. They have completed some repairs for less than the estimated amount.

I have taken my truck in for repairs and described the problem and what I thought was the repair. Mr. Bishop found the repair was much simpler and less costly than I had expected. I was prepared to have more work done and spend more. Mr. Bishop acted with integrity and honesty. He told me that a less costly repair was all that was needed.

We will continue to go to Integrity Auto for our car repairs and recommend them to our friends.

Respectfully,
David

My wife and I have known Duke for at least 13 years. We first met him when he worked with Toyota Specialties, and also had him work on our cars when he started his own business, Integrity Auto. We have had him work on both or our cars and those of our two daughters. In all of those years, he has given us good service, been reliable to have the work done when he said it would be, and we believe has done the work for a fair price.

He has shown his integrity and a good work ethic. When our daughters, who were just starting out, needed work on their cars, he would advise them what work absolutely needed to be done right away, and what could safely be delayed, to save them some money. He could easily have told them everything needed to be done immediately, costing our daughters more money. We have also trusted his work to refer other family members to his shop.

We will continue to have Duke work on our cars, we trust him that much.

Sincerely,
Steve and Sue

For several years we have had our 1991 Toyota pickup and 1986 Toyota 4Runner serviced and repaired at Integrity Auto. We have always been told what repairs were recommended and have been given an estimate of the cost prior to any work being performed. If additional problems were found during the original authorized work we have always been called and asked to authorize the additional repairs and given an estimate of the cost.

Two of our sons have also had their Toyota pickups serviced and repaired at Integrity Auto for several years and have never reported any problems to us concerning the work performed or the service provided.

Don & Carolynne

Approximately four years ago I purchased a Toyota MR2 from a good friend of mine. I asked if she could recommend a good mechanic. She said that Duke of Integrity Auto did all the work on the car and that he was honest and trustworthy. Since then I have had my care worked on by duke on several occasions and have always been satisfied with the service. He has always called me if there were some unforeseen problems before attempting to fix them. The last time I had my car in for repair it was running very poorly and I was advised by another mechanic that it was going to be very expensive to repair. I took it to Integrity Auto. It turned out to be a broken spark plug. He could have claimed it was much more serious and taken advantage of me, but he didn't. I highly recommend Integrity Auto to anyone.

Brooks

In the spring of 2004, Integrity Auto replaced a new clutch, seals, and water pump on my 1999 Camry. They stayed within the quoted bid and time frame. After returning home, I noticed oil dripping from beneath the area of the transmission. Integrity Auto was very cooperative and willing to investigate the problem. Following an inspection, it was determined that an oil seal that they had installed was leaking. Integrity Auto stood behind their work. The problem was fixed immediately, that day, and at no cost to me. I was very pleased. This company is honest, professional, and can be trusted. I am pleased to give my recommendation.

Sincerely,
Jerry

To Whom It May Concern:

A few years back I owned a 1988 Toyota Supra that I took in for service at Integrity Auto. My first request was for a quote and a diagnosis. Duke told me that the problem was most likely the head gasket, but that it might also be a worse problem involving erosion of the head.

Duke then told me a certain price, and that it could take up to a week to fix it. I agreed to his price and lead-time and went on my way. A day or so later, when he had the head off of the car, he asked me to meet him at the shop. He showed me that the head on my Toyota's engine was eroded badly-so badly that a proper repair would require replacing the head. He also told me that the head that he had quoted me on was not the right one for my car, and that the correct one would cost much more money than he had earlier told me. I told him that I could not afford the higher price and could only pay for the previous quote. I asked him to please put it back together the way it was. He did this, and to my surprise only charged me for the head gasket itself and didn't charge me any labor. The job easily took the better part of a full day, but he said that because of the difference in quotes he would do this for me.

I kept the car for almost another year till I could afford a newer one and it ran for that entire time. In my opinion, Duke did a first-rate job in keeping the customer happy, which I was.

In conclusion, the service performed on my Toyota by Integrity Auto had a very pleasant ending to what could have turned into an unhappy ordeal.

Sincerely,
Bill

(Note from Integrity: Often times a job will have to be quoted as a series of possible scenarios contingent on what we find upon disassembly. Usually there are a finite number of scenarios, and I insist on pre-quoting the job with its various most common contingencies. The last thing I want to do is to put a customer in the situation where we've got his car disassembled and he finds out that he can't afford to complete the repair properly. The above letter describes a time when we actually got caught in a situation like this nearly six years ago. I had quoted a range of scenarios over the phone. When we began to work on the car, I realized that I had badly misquoted the worst case scenario due to improper engine identification. I was embarrassed to call Bill up. The best case scenarios were still clearly within the original quote, and I took a gamble thinking, "What are the odds it will be the worst case scenario?" As it turned out, the car did in fact need the worst case repair, and the necessary repair was badly out of Bill's ability to pay. At that point if we went back together without everything that it needed he would receive some benefit, but the life expectancy of the work would be considerably reduced. The thought of charging him for substandard work was intolerable to me, and I felt responsible for getting him into this situation due to my having misquoted at the outset and then having proceeded without having corrected my error in quoting him. As a result, at our suggestion, we reassembled it and absorbed the entire labor charge other than the $28 we charged for initial diagnosis. )

I managed Specialty Auto Care for 15 years. I worked beside Duke Bishop for seven of those years. I found Duke to be a man of honesty and integrity. He truly is an asset to any company. Duke shows a truly deep concern for others and their problems.

Sincerely yours,
Robert

Both my husband and I can easily recommend Integrity Auto to anyone needing servicing on a Toyota vehicle. For the past several years, Duke and his crew have maintained and serviced our Camry, with efficiency and speed, and in an honest and up-front manner. As a result, we have grown to trust and depend on them for our automotive needs.

Sincerely,
Susie and Bob
Milwaukie