Josh Hawkins Automotive provides automotive service and repair in the Whitehouse, Texas area in Smith County just southwest of Tyler, TX. Family-owned and operated. Josh Hawkins Automotive provides automotive service and repair in the Whitehouse, Texas area in Smith County just southwest of Tyler, TX. Family-owned and operated.
My 2020 Chevrolet Silverado broke down while towing my pontoon boat after the engine overheated and began smoking. Since I didn’t know the cause, I had it towed to this shop for a professional diagnosis.
After inspecting the truck, I was told the primary issue was a failed water pump. Based on their diagnosis, I authorized the repair, which ended up costing me approximately $1,900.
After the water pump was replaced, I was then informed that my truck also needed a new transmission, along with an alternator and an alignment. Faced with the prospect of several thousand more dollars in repairs, I made the difficult decision to trade the truck in instead of investing more money into it.
During the trade-in process, I honestly disclosed what this shop had told me—that the truck required a new transmission. Because of that disclosure, the dealership significantly reduced my trade allowance. The financial impact of relying on that diagnosis was approximately $7,000, in addition to the $1,900 I had already spent on the water pump.
The situation became even more frustrating after I returned to the shop to remove my personal belongings from the truck. During that conversation, I was told the transmission was still drivable and that the technician had experienced transmission shudder during the test drive. That was not consistent with my understanding that the truck required transmission replacement and left me questioning the accuracy of the diagnosis that I had relied upon to make a major financial decision.
The dealership later evaluated the truck, determined it did not require a transmission replacement before resale, and sold it within approximately one week for around $29,000.
My complaint is not about paying for a legitimate water pump repair. My concern is the diagnostic process and the communication surrounding the transmission. When customers are making decisions involving thousands of dollars, they deserve a thorough diagnosis, accurate information, and clear communication. In my case, I relied on the information provided to me and that decision had significant financial consequences.
When I returned to discuss my concerns and seek a reasonable resolution, no accommodation or adjustment was offered.
I cannot recommend this shop based on my experience. I encourage anyone facing a major repair recommendation to obtain a second opinion before authorizing expensive work or making significant financial decisions based solely on one diagnosis.