Reviewed : 09/13/2025
Comment : I am a retired mechanical engineer and, while not a 'gear head', I know my way around cars and mechanical systems. Before all the computerization, I used to do my own service and tune-ups, but now I'm limited to routine stuff like oil/fluid changes, filters, etc.
I have used Bridgewater Motorworks (BM) since 2020, but only for a few service needs beyond my capabilities or interest, e.g., brakes, bearings, hubs, trans fluid, hypoid gears, etc. I knew they were pricey, but I felt more comfortable supporting a local small business, which drew some of their employees from the local vo-tech school, rather than a large dealership. Up until my latest experience, I was satisfied with their quality of workmanship and service, even though they were expensive.
My most current experience was to replace some wheel bearings that I could hear were beginning to fail. After the initial inspection, I received a call confirming both front wheel bearings should be replaced. Also, they stated the oil level was low, so they could do a change, and my brake pads had 2mm thickness left and the pads/rotors should probably be replaced, as well. I immediately questioned those last two recommendations.
1. I change my oil regularly (the last time was 7k miles earlier) and have never noted dramatic level fluctuations, but it could happen. However, I declined that recommendation. After the bearings were serviced, I checked my oil level and it was not low, but in fact very slightly high.
2. I informed the BM rep that they replaced my brakes and rotors 27k miles earlier (after the original pads had 76k miles). The rep then stated they should be under warranty. I asked him to verify and get back to me. He never did, which I assumed meant there was no issue.
When I picked up the vehicle, the rep stated he verified the brakes as having 5mm thickness and the rotors were fine. So who did the initial assessment? Was it an honest mistake? Were they trained before or after this regarding how to correctly measure something?
Next, I handed the rep my "Rewards" card, which presumably accumulates dollar rewards based upon my history. He stated he did not recognize the card, was unaware of any rewards program, and can do nothing in that regard, but would show it to the owner and ask. (I have not gotten the card back or an update, but really didn't expect one.) He also had to be reminded that there was a current Labor Day sale promotion in effect for a $120 savings, which was not credited to this service. I'm now asking myself, "Can I trust anyone here?"
I know BM lost some personnel since 2020 and recently made some new hires. While they maintain their high prices and friendly demeanor, their level of trustworthiness has certainly declined and is troubling.
My suggestion: know your vehicle, the recommended maintenance schedule, your service history, and what a dealership offers. THEN, question everything and make your own decision. I want to support my local businesses, but I also want to have confidence that my local business owners honestly support their customers, as well. The jury is out.