2016 Kia Sportage with no warning or prior issues had the engine die on a hwy heading back from a hiking trip. After an attempted jump start we had it towed to Gaynor's Salmon Creek location over Memorial day weekend. Called and left a message stating I believd my alternator had failed, also set an appointment online for Tuesday at 9am. No call was recieved by mid afternoon so I called and spoke with Kyle. At the time Kyle stated they also believed it was the alternator but could not find one locally and it would be a safe bet that the car would be done by Thursday. He indicated the charge for the diagnosis and repair would be a bit Iver 900$. I asked for a breakdown in that cost. Close to $500.00 for the alternator , rest was diagnosis and labor + tax. I did ask what type of alternator was $500. OEM, apparently they will only use OEM parts. At least that's what I was told. I agree to have it fixed and Wednesday afternoon I get a call telling me that's it is not the alternator, it was the starter and battery. Kyle stated they tried to start it many times and that it did start up a couple times but would always immediately die. He said the Starter started smoking. That along with my battery being basically drained was why they felt it was the starter and battery. They would have the starter late that night and start work on it Thursday. Total would be a bit over $750. No call from them on Thursday so I called around 3:30 pm. Kyle said that it should be done around 5:15. I get a ride from my wife to the shop, arrive around 5:10, see my car still on the lift. Go in, asked Kyle if it would be done, he went out to the shop, came back in and said yes. I went out and told my wife she could take off. Went back in, sat for a few minutes and Kyle came out to tell me it would not start, that they wanted more time to look at it. Offered to give me a ride home and to call me the next day. Called my wife, she came back and we went home. Following morning Kyle called and indicated that something in the engine was binding and that they suggested we have it towed to the dealership as it may still be under warranty. Kyle also said I could keep the battery and would not be charged for the starter or work done. Obviously a frustrating situation, lack of proactive communication by Gaynor's as well as miss diagnosis. Here is why I still rated them a 4. While I had my suspicions the tech had burned out the starter himself I did not call that out. I wanted to see what the internal decisions would be once everything was said and done. Without the need to call out the issues I experienced and what I believe had taken place a decision was made by their management to wave all costs and allow me to keep the new battery and obviously new starter. In my experience many companies today have very poor management that prefer not to make the tough call but right decision. Either they are scared by owners or upper management or they lack true management skills. That was not the case at this location. Mistakes can and do happen. While obviously not the best experience (Time it took, proactive communication, overuse of the starter while trying to diagnose the issue) I can now say I do absolutely trust the current management staff to make good decisions when reviewing difficult situations. It appears to me they will do what is right at the end of the day. In many situations today that is what is needed, mistakes will be made, interactions won't be perfect, but you need good management to make sure at the end if the day the right decision is made.