How My Mechanic Auto Kirby is redefining customer care in the automotive industry

However, My Mechanic Auto and Tire, owned by James Powell, has made it their mission to transform this stereotype by offering unmatched transparency, integrity and customer care. With over 24 years of experience in the automotive field, Powell has built a company where clients feel valued, informed and confident in the services they receive.

Exceptional customer service and trust

For Powell and his team, customer care goes beyond just fixing cars—it’s about creating a service experience built on trust and transparency.

One of the ways they achieve this is through open and honest communication. Rather than simply informing customers about a vehicle issue, they take the extra step to show them. Using detailed videos and photos captured during the inspection process, customers can see exactly what the technician sees. Each video includes the vehicle’s license plate, ensuring the customer knows that the assessment is specific to their car, not a generic recommendation.

“We want our customers to feel like they’re right there in the shop with us,” Powell said. “When they can see the issue firsthand, there’s no guesswork or uncertainty. It empowers them to make informed decisions without feeling pressured.”

Beyond transparency, this approach also builds long-term relationships. Powell emphasized that their goal isn’t just to sell services—it’s to create trust that keeps customers coming back.

“We’re not just fixing cars—we’re building trust and peace of mind,” he said. “When people know we’re looking out for them, they feel confident bringing their vehicle to us time and time again.”

Transparency in service and pricing

One of the standout features of My Mechanic is their commitment to transparency. Rather than simply handing over an estimate, they walk customers through the issues with clear explanations. For example, if a car needs a new steering rack or brake repair, they’ll not only show a picture of the part but also explain why it’s a safety concern and how it impacts driving experience.

Their competitive pricing is backed by a three-year, 36,000-mile nationwide warranty, which sets them apart from competitors who might only offer limited local warranties. This added peace of mind ensures that wherever you are, your car’s repairs are covered.

A reputation built on legacy

At My Mechanic, customer service is at the heart of everything they do. Powell, who has seen both the good and the bad of the industry, has focused on building strong relationships with customers.

“People buy from people they like and trust,” Powell said, emphasizing the importance of personal connections in business.

Over the years, My Mechanic has cultivated a reputation of reliability and trustworthiness, making them a go-to choice for families in the area. Powell’s commitment to providing honest, quality service has built a legacy of repeat customers and multigenerational relationships. It’s not uncommon for parents to bring in their children’s cars, continuing the tradition of trust they’ve established with Powell and his team.

A word from owner, James Powell

We are not just in the automotive repair business—we are in the hospitality business, dedicated to serving our customers. Automotive repair is our specialty, but exceptional service is our priority.

We are the doctors for your vehicle and it is our job to keep you safe on the road and off the side of the road. Every job we perform is personal to me—so much so that I’ve been told I care too much, and that it can affect how I run my business. I take that as a compliment. With hundreds of repair shops in Houston, our customers chose to walk through our doors. They owe us nothing—but now, it’s our job to deliver a truly exceptional experience.

We are a company that says yes—it’s our favorite word. While the industry focuses on convenience for themselves, checking if they can “fit you in,” we take a different approach. When customers call us, our response is simple: “Yes! Is now a good time?” We are ready to serve six days a week, from bell to bell. Our staff understands that we don’t close when the sign on the door says—we close when the last customer is taken care of.

We focus on building relationships. Anyone can come in for a service or repair—but what truly matters to me is whether they choose to come back the next time. That’s the real measure of the service we provide. Did we meet or exceed the customer’s expectations? That’s my ultimate goal.

Learn more

To learn more about the services provided at My Mechanic, located at 2536 W. Holcombe Blvd., Houston, or to schedule an appointment, visit their website or call 713-669-9007.

The above story was produced by Multi Platform Journalist Chloe Chapel with Community Impact’s Storytelling team with information solely provided by the local business as part of their “sponsored content” purchase through our advertising team.