Browse the categories below to find what you're looking for — and if your question isn't here, just reach out directly. We're happy to talk it through.

Category 1: Getting Started

Q1: How do I schedule a service appointment?

The easiest way to schedule is through our online intake form at /our-process — it takes about three minutes to complete and lets you select a preferred drop-off time. Once we receive your form, we'll confirm your appointment quickly. You can also call us at (480) 651-2067 or email service@gilbertimports.com if you'd prefer to schedule directly.

Q2: Do I need to fill out the intake form before I come in?

Yes — and it makes a real difference. The intake form allows our team to review your vehicle details and concerns before you arrive, so your technician is prepared rather than starting from scratch at drop-off. It keeps your visit shorter, your inspection more focused, and your overall experience smoother from the first minute.

Q3: Do you accept walk-ins, or is it appointment only?

Appointments are strongly preferred — and honestly, they work in your favor. Because we maintain a manageable workload and assign specific technicians to specific vehicles, walk-ins may face a wait or be asked to schedule. If you're in a bind, give us a call at (480) 651-2067 and we'll do our best to work with you.

Q4: What information should I bring when I drop off my vehicle?

If you've filled out the intake form, you're already most of the way there. At drop-off, it helps to have your keys, any relevant service records if you have them handy, and your preferred contact number for the visit. If your vehicle has an active warranty or extended service contract, bring that information as well so we can note it before any work is authorized.

Q5: How long does a typical service visit take?

It depends on the scope of work, and we'll give you a realistic timeline as part of your estimate. Routine maintenance visits — oil changes, brake services, fluid flushes — are typically same-day. Diagnostic work or more involved repairs may take longer, and we'll communicate that clearly upfront. We don't overpromise on timing and then apologize later.

Category 2: Vehicles & Expertise

Q6: What makes do you service?

We service 12 import makes: BMW, Mini, Mercedes-Benz, Audi, Volkswagen, Toyota, Honda, Lexus, Subaru, Mazda, Acura, and Tesla (non-high-voltage service only). These are the vehicles we've trained on, tooled for, and built our expertise around — not a catch-all list of cars we'll give a shot.

Q7: Do you work on hybrid or electric vehicles?

We work on select hybrid and electric vehicles within our serviced makes, with important limitations. For Tesla specifically, we provide non-high-voltage services only — brakes, tires, suspension, cabin air filters, wiper blades, and similar. We do not perform high-voltage battery, drivetrain, or inverter work. If you're unsure whether your hybrid or EV service need falls within our scope, give us a call and we'll be straightforward about it.

Q8: I have a Tesla — what can you help me with?

For Tesla owners, we handle everything outside the high-voltage system. That includes brake pad and rotor replacement, tire rotation and balancing, suspension components, cabin air filter replacement, wiper blades, and general safety inspections. If you're tired of waiting six weeks for a Tesla Service Center appointment for something that has nothing to do with the battery or motor, we're a solid option.

Q9: My vehicle is older or has high mileage. Do you still service it?

Absolutely. High-mileage imports are often worth maintaining — many European and Japanese vehicles are engineered to run well past 150,000 or even 200,000 miles with proper care. We'll give you an honest assessment of your vehicle's condition, realistic recommendations based on what it actually needs, and a clear picture of what continued maintenance investment makes sense for your specific situation.

Q10: Do you specialize in any particular makes?

We specialize in all 12 makes we service — that's not a hedge, it's a meaningful distinction from general shops. Within that group, our team has deep experience across the full range of BMW and Mercedes platforms, Subaru drivetrain systems, Toyota and Lexus maintenance, and Audi/VW electrical and DSG service. If you have a specific concern about your make, call us and we'll be direct about our experience level with it.

Category 3: Pricing & Authorization

Q11: How does your pricing work? Are there hidden fees?

No hidden fees — ever. You receive a fully itemized estimate before any work begins that breaks out parts, labor, and any applicable fees line by line. The estimate you approve is the invoice you pay. If anything changes the scope mid-repair, you're contacted before the work continues and a revised estimate is issued. We don't add items after the fact and we don't inflate labor hours.

Q12: Do I have to approve the repairs before you start?

Yes — without exception. Digital authorization before work begins is a core part of how Gilbert Imports operates, not an optional step. Nothing gets touched without your explicit approval. This protects you from surprise costs and it holds us accountable to doing exactly what we said we'd do, for exactly the price we quoted.

Q13: What is the digital authorization form?

The digital authorization form is how you officially approve your repair. It captures the scope of work, the agreed estimate, and your signature — all done digitally from your phone or computer. You review everything at your own pace, ask questions if needed, and sign when you're ready. Once it's signed, we get to work. It's straightforward, takes two minutes, and creates a clear record for both of us.

Q14: What if the repair ends up costing more than the estimate?

If additional issues are found during service that change the scope, we stop and contact you immediately. We issue a revised estimate, explain what changed and why, and get your authorization before continuing. Your final invoice will never exceed what you authorized. Period. If we make an error in an original estimate, we stand behind it — that's on us, not you.

Q15: Do you offer any warranties on your work?

Yes — we stand behind our repairs. Warranty terms vary by service type and parts used, and your technician will explain the applicable coverage when you receive your estimate. We use OEM and OEM-equivalent parts, which come with their own manufacturer warranties in addition to our labor warranty. If something isn't right after your visit, contact us — we'll make it right.

Category 4: Our Process

Q16: What happens during the initial inspection?

The initial inspection is thorough, not cursory. It includes a visual inspection of all major systems, a diagnostic scan where applicable, and a focused review of the specific concerns you noted in your intake form. The goal is to fully understand your vehicle's condition — not to generate a list of things to sell you. If we find something you should know about beyond your original concern, we'll document it and explain it clearly, with zero pressure to act on it immediately.

Q17: How will I be updated while my vehicle is being serviced?

You won't be left wondering. We communicate proactively throughout the service process — when the inspection is complete, when the estimate is ready, if anything changes mid-service, and when your vehicle is ready for pickup. Your preferred contact method is noted at intake, and we use it. If you have a question at any point during your visit, you're welcome to call and speak directly with someone who can give you a real answer.

Q18: Who works on my vehicle — one technician or multiple?

One technician is assigned to your vehicle from intake through completion. We don't hand off jobs mid-repair, and we don't move vehicles between bays based on who has time. The technician assigned to your car is the most experienced with your make on our team, and they're accountable for the outcome start to finish. That continuity matters for quality — and for your peace of mind.

Q19: Do you use OEM parts or aftermarket?

We use OEM (Original Equipment Manufacturer) parts or OEM-equivalent parts that meet or exceed factory specifications. We don't source cheap aftermarket parts to pad margins — import vehicles have tight engineering tolerances, and using the wrong part creates new problems. When we recommend a part, it's the right part for your specific vehicle. If you have a preference or question about parts sourcing, just ask.

Q20: Can I get a pre-purchase inspection on a vehicle I'm considering buying?

Yes — and it's one of the best investments you can make before buying a used import. Our pre-purchase inspections go well beyond a quick look. We assess mechanical condition, check for deferred maintenance, run a diagnostic scan, and provide you with a written report of findings. This gives you an honest, unbiased picture of what you're buying — and often useful leverage in a price negotiation. Schedule it before you sign anything.

Category 5: Location & Hours

Q21: Where are you located?

Gilbert Imports is located at 1021 N Gilbert Rd, Unit 104, Gilbert, AZ 85234. We're in a commercial unit along North Gilbert Road — easily accessible from the 60 and convenient to most of the East Valley, including Mesa, Chandler, Queen Creek, and Tempe. If you have trouble finding us, call (480) 651-2067 and we'll get you here.

Q22: What are your hours?

We're open Monday through Thursday, 7:00 AM – 4:00 PM, and Friday, 7:00 AM – 3:00 PM. We are closed on Saturday and Sunday. Our hours are designed to align with standard business-day schedules so that most service visits can be completed while you're at work — drop off in the morning, pick up in the afternoon.

Q23: Is there parking available when I drop off?

Yes — parking is available on-site at the Gilbert Imports location. Drop-off is straightforward, and a team member will be available to assist you when you arrive. If you have specific drop-off timing questions or need to coordinate an early arrival, give us a call ahead of time and we'll make sure someone is ready for you.

Q24: Do you offer any drop-off or pickup services?

Our standard service is in-shop drop-off and customer pickup. If you have specific logistical needs related to your service visit, reach out before your appointment and we'll do our best to accommodate or help you identify the best option. We're a boutique shop, which means we're more flexible than a dealership service department — just ask.

Q25: How do I get in touch if I have a question before my appointment?

The easiest ways to reach us are by phone or email. Call us at (480) 651-2067 during business hours (Mon–Thur 7am–4pm, Fri 7am–3pm), or email us at service@gilbertimports.com or info@gilbertimports.com. We respond to emails promptly and are happy to answer questions before you schedule — no pressure, no obligation, just a real conversation with people who know imports.

SECTION 3 — STILL HAVE QUESTIONS CTA (CONTACT CTA BLOCK)

Didn't Find Your Answer?

We'd rather you call or email than leave with an unanswered question. Reach out directly and you'll hear from a real person — not an automated response, not a form acknowledgment. That's a promise.

Call Us (480) 651-2067 Mon–Thur: 7am–4pm | Fri: 7am–3pm

Email Us service@gilbertimports.com We respond during business hours

Or fill out our Contact Form →