A disgruntled customer who allegedly threatened employees at a Baltimore auto repair shop at gunpoint is set to go to trial next month, according to the Baltimore Witness. 

Jason Estrada, 43, is charged with firearm possession with a felony conviction, possession of firearms during a controlled dangerous substance offense, four counts of first- and second-degree assault, four counts of firearm use in a felony violent crime, reckless endangerment, handgun on person, loaded handgun on person and fire and discharge, according to Maryland court records. 

The Baltimore Witness says documents allege Estrada demanded $1,000 from the shop located on the 4000 block of West Belvedere Avenue. It says police determined Estrada had an unpaid bill for repair work performed on the vehicle. Eventually, the shop marked the vehicle abandoned. It was towed and sold at an auction days before the Aug. 15 event, the article says. 

Estrada’s case is the most recent, in a list of incidents resulting from disgruntled customers turning to violent outbursts over out-of-pocket expenses.

Last year, a customer who police say felt he was overcharged for a repair bill shot and killed the owner of Stout’s Automotive repair shop in Largo, Florida, according to CBS News. 

Jodie Stout, 52, was killed when Eugen Frank Becker, 78, arrived at the shop to complain about the 2-year-old bill. Stout returned fire killing Becker as well. 

People Magazine covered a customer killing a Texas auto mechanic in 2022 over a $500 repair bill. Luis Manual Casillas, 29, was a father of two at the time of the attack. 

In recent years, auto repair shops have said they’ve noticed more short payments from insurance companies, which increases out-of-pocket expenses for consumers. With the rise in costs, shops have noted a rise in angry customers. 

An article from Autoleap says there are five steps repair shops should take when confronted with angry customers; 

• • Stay calm
  • Guide them away from other customers 
  • Let them vent 
  • Be transparent 
  • Offer a complimentary service 

“Make sure you speak to customers respectfully,” the article says “Don’t talk down to them. Instead, try to be understanding and empathetic to their situation.” 

Finding a quiet spot to talk to the customer can be seen as respectful to them and keep other customers from being disturbed. 

Allowing a customer to vent has multiple benefits, the article says. Oftentimes, the customer will calm down after being given a moment to show they are upset. It is also important to listen to what the customer is saying so you understand the root of their concerns. 

Explain out-of-pocket costs and the repair process and options to consumers as early as possible. 

“Remember to be very careful with the words you choose,” the article says. “Don’t use words that are ambiguous and try to make sure any queries the customer has are answered properly. Building trust with your customer is crucial for any auto repair shop.”

The Society of Collision Repair Specialists also has numerous videos that can help explain difficult-to-understand topics to consumers. The Consumer Tip videos explore topics such as out-of-pocket costs, parts restrictions, right to appraisal, total loss, and labor rates.

And lastly, if the customer’s complaint is valid and you are at fault, apologize and offer a complementary service to help resolve the complaint, the article says. This shouldn’t be used as a way to calm an angry customer but to resolve a legitimate concern, it says. 

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