I had to fix my car once - the defroster wasn't working - and the bill came out wayyy higher than I had expected - like $1100 on a car that was probably only worth 3 or 4k by my estimates. I was pretty unhappy and I was trying to figure out where the breakdown had occurred. The dealer had talked to me about some complications they had run into and some options they could pursue to fix the heater, and I had given my approval. But I hadn't put together the labor rate and time spent. Was it my fault for not asking? If I had known up front I would have thought twice about sinking 1k into a 3k car. Ultimately I think the dealer held the power in that situation and while it was my fault, the dealer certainly didn't help make it clear. Anyways, that's how you lose trust and business.