FAQs
Don't see your question answered here? Please feel welcome to contact us anytime. We are happy to help!
About Us
Why do people choose Nine Lives for their vehicle care?
We take pride in our work! Our process does not cut corners or sacrifice quality in order to minimize our expenses. Our customers trust us with their vehicle care and we wish to be stewards of safety and outstanding service in our community. Our promise to you is service that is conscientious, honest, and keeps you updated at every step of the process. Your schedule has enough demands already, and we wish to provide a seamless, convenient experience. We are always open to feedback on how we may best serve you. We welcome any comments you may have during your service experience so that you will be a returning customer.
What locations do you travel to?
We travel to you! Our "home base" of operations is in Mint Hill, NC. We serve most locations in and around Charlotte, Matthews, Pineville, Huntersville, Davidson, and Cornelius. Our travel radius is flexible depending on schedule availability and customer needs. Want to know if we serve your specific address? Just ask!
Our Services & Travel
What services do you provide?
We perform a variety of automotive care, including critical maintenance such as brake and oil changes, transmission flushes, coolant replacement, filter changes, spark plug changes, battery installation, suspension repair, and much more. To schedule service, use the booking portal on our site or contact us via text, call, or email.
Are there restrictions on the locations where you can provide service?
For the safety of our technicians and assurance of providing the highest quality service, we ask that all locations be reasonably accommodating of the requested service. It is critical that the location be flat and away from moving traffic. Want to confirm whether a location is acceptable for service? Just send over a picture with a question!
Do you have a physical location from which you can offer services?
We are a 100% remote outfit and do not provide a physical location from which we can service or store customer vehicles.
Payments
What types of payment do you accept?
We currently accept cash, debit cards, and credit cards. We cannot accept personal checks. Please note that a 3% fee is applied to all card transactions. Card companies charge businesses a sizable transaction fee each time a customer utilizes one of their cards. Instead of raising prices to compensate, we prefer to give customers the option to forgo this add-on.
Do you provide quotes before beginning service?
We provide a written quote as soon as possible after an appointment is booked. All quotes must be signed by the customer prior to the start of service. Please note that we make every effort to provide a reasonably close estimate of the service cost, but quotes are not final prices. Our pricing is influenced by the costs we incur in providing service. This includes parts and materials, transportation to the service location, the type of service requested, time required to issue a proper and complete diagnoses, time required to install and test new components, and foregone opportunities to book additional services. All quotes are subject to change if a service is rebooked for a different date and time.
The Day of Service
What does the technician need when they arrive?
The technician requires the key or fob to access your vehicle. This allows them to open various compartments, start the vehicle, and test drive where applicable. ***Don't forget about security lug nuts! They must have a corresponding key*** If you consent to contactless service, a form of payment must be on file. See our Terms & Conditions section for additional details.
Do you have an inclement weather policy?
Yes. Our technicians are only permitted to perform service if they deem the service environment safe, including prevailing weather conditions. The safety of our technicians and customers is the top priority in all decisions. We cannot work on vehicles if there are active storms in the area with thunder, lightning, hail, or high winds. Freezing temperatures and wind chills, and excessive heat also create dangerous working conditions. We will make every effort to quickly communicate an inability to work on your vehicle due to weather conditions.
Policies
Can I buy my own parts?
For safety and warranty reasons we are unable to accept parts that we have not sourced through our commercial suppliers. Don't worry! We research every purchase to identify the most favorable pricing in our supplier network. We love a good bargain, but we never sacrifice quality and safety to save a buck.
Can I change the services I booked and/or reschedule my booked service?
Absolutely. You may change your service day and/or time, as well as the service(s) to be offered. Please call or message us to reschedule or change services. Please note the following before contacting us with this type of request: 1) We make every effort to accommodate changes. However, service availability and capacity to reschedule is dependent upon time constraints imposed by other customer service requests. It may not always be possible to add an additional service to your existing booking, or reschedule your service to your next desired day and/or time. 2) Please note the 24-hour cancelation and rebooking deposit. This policy is noted on our booking page and discussed above on this page. Cancelations and amended bookings completed within 24 hours of your originally scheduled service start time may lead to forfeiture of your deposit.
Why do you charge a 24-hour cancelation and rebooking deposit?
The cancelation and rebooking policy ensures that we are able to provide our customers with the highest level of service. Preparation for service requests includes researching the appropriate and highest quality parts and fluids for your vehicles, and shopping for favorable pricing. When a service is booked for a customer, that time slot is now dedicated to you and prevents us from scheduling additional services elsewhere. Because we are a 100% remote outfit, we also travel to a variety of locations in the region and must factor in drive time. Late changes to scheduling often detracts from the service quality that others experience and we seek to avoid it to the best of our ability. Deposits significantly enhance the success that we and our customers both experience.
Where can I read your Terms & Conditions?
Our Terms & Conditions can be read by selecting the following link: