Credit card fees are eating into shop profits, but how you handle them can make or break customer trust. In this panel, three operators compare dual pricing, bundling fees, and simply raising rates. They dig into state-by-state rules, POS limitations, and where transparency matters most. You’ll hear what actually triggers pushback and what keeps customers happy.

Lou Cannata explains why he’s tracking card costs to the penny before changing policy. His shop averages roughly $15.26 per card transaction and about 2.2% in processing fees, which reframes the problem at the RO level. He’s watching dealers and collision centers in his market adopt 3% while weighing timing and perception. The goal is simple: protect margin without damaging first and last impressions.

Kevin Millevoi lays out the customer-experience case against tacking on a fee at the end. He folds hazmat and supplies into upfront pricing so the total never “surprises” a customer at pickup. To him, adding a surcharge can feel like insult after an unexpected repair. He’d rather quote the real number once and deliver fast, clean communication throughout.

From Denver, Mitchell Sapuppo shares why his shop includes processing in a “total fees” line instead of a separate surcharge. He sees a clear age split: older customers bring cash more often, younger customers just want the car fixed and don’t fuss over fees when they’ve approved the estimate. The thread across all three shops is communication before authorization, not a surprise fee after the work. The right framing reduces friction and keeps approvals moving.

If you’re deciding whether to implement dual pricing, start with your numbers. Know true card costs per RO, your ARO, and your competitive labor rate band. Consider fee caps, shop-fee structure, and parts/labor mix before flipping a surcharge switch. And check your state’s invoicing rules—line items vs. bundled fees—so your POS matches what’s legal and clear.

Guests:Lou Cannata — Lou’s Car Care and Fleet ServicesKevin Millevoi — Millevoi’s Tire and Automotive — Bensalem, PennsylvaniaMitchell Sapuppo — Maple Garage — Denver, Colorado

What you’ll learn (shop-owner takeaways):Calculate true processing cost per ROFrame fees up front to avoid surprisesBundle vs line-item: pros and consState rules that affect surchargingSet shop fees with clear capsAdjust labor/parts to offset feesWhen dual pricing helps or hurtsKnow your market, ARO, and crowd

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LinksListen on Spotify: https://creators.spotify.com/pod/profile/garagegritJoin the Facebook group: https://www.facebook.com/groups/forautorepairshopowners/Learn more: https://aashopmarketing.com

Disclaimer

The views and practices discussed in this episode are shared experiences from independent shop owners. Credit card surcharges, dual pricing, and shop fee structures are subject to state and federal regulations that vary by location. This conversation is not legal or financial advice. Before implementing any fee strategy in your shop, consult with your merchant processor, point-of-sale provider, accountant, or legal counsel to ensure compliance with all applicable laws.