“The goal as a company is to have customer service that is not just the best, but legendary.” – Sam Walton
For Charlie Rakes, owner of AA Quality Transmissions in Stuart, Florida, customers always come first. From honest diagnostics to fair pricing, every decision he makes is rooted in providing the best possible service. His journey, from rebuilding to shop owner, has been built on trust, dedication, and a commitment to doing right by his customers. On the day of our phone interview, Charlie was marking his first full year as the owner of AA Quality Transmissions. Reflecting on this milestone, it’s clear that his customer-first philosophy has been the driving force behind the shop’s continued success.
Charlie’s story in the automotive industry started long before he took ownership of AA Quality Transmissions. With a father in the industry, cars and transmissions were always part of his life. He first joined the shop as a rebuilder, spending eight years honing his skills until 2014, when he left to work closer to home. He never imagined he’d return as the owner, but when the previous owner decided to retire, Charlie stepped in. He was determined to not only continue the shop’s reputation but to build upon it with a renewed focus on customer service.
Taking over a shop is never easy, and Charlie faced one of the biggest challenges any skilled technician encounters when making that leap – transitioning from working for someone else to running the entire business. Suddenly, managing employees, handling the financials, and ensuring top-tier service all fell on his shoulders. With the support of his family and team, he embraced the challenge head-on, keeping the customer experience at the center of every decision.
Charlie credits much of his success to his mentor, Don Stone. With 35 years in the industry, Don didn’t just teach him how to rebuild transmissions, he taught him how to diagnose the true problem. “Don always said, ‘Find out what’s really wrong before you throw parts at it,’ and that lesson has stuck with me ever since,” Charlie recalls. To this day, Don is still a trusted supporter, always just a phone call away when Charlie needs advice. That philosophy of careful diagnostics has become a core part of how AA Quality Transmissions operates today.
When Charlie took over, the shop had two bays and two lifts, leasing only half the building. With a growing workload and a need for more space, he has expanded, now utilizing the entire building, which houses five lifts and an expansive work area. Keeping parts in stock was another crucial change, allowing the shop to complete jobs faster and reducing downtime for customers. “People don’t want to be without their vehicles for long, and we understand that. Having parts on hand helps us get them back on the road faster,” Charlie explains.
Unlike many shops that offer a broad range of services, AA Quality Transmissions focuses solely on transmissions. Charlie does 90% of the building himself, often working seven days a week to keep up with demand.
The AA Quality Transmissions team consists of three skilled installers, with his wife Rachelle, and office manager William managing the front end of the business. Rachelle plays a crucial role in the daily operations, working side by side with Charlie to ensure everything runs smoothly. From managing customer interactions to administrative tasks, she keeps the shop organized and efficient, making sure that both the business and customers receive the attention they deserve. William, who has been working in the office for the past nine months, has grown into his role, overcoming his initial fear of answering the phone to become an essential part of the team. “We make sure that every customer who walks through the door knows they’re in good hands. Quality is our standard, and that motto drives everything we do,” Rachelle adds.
Family is at the heart of AA Quality Transmissions. Charlie’s 14-year-old son, Little Charlie, spends weekends at the shop, learning the trade firsthand. “He’s picking up on things faster than I expected,” Charlie says with pride. “I’d love for him to carry this on one day.” This sense of family extends to customers as well. Charlie treats every vehicle that comes in as if it belonged to a member of his own family, ensuring that each job is done with care and integrity.
The shop’s expertise covers everything from classic cars to modern transmissions, including heavy-duty applications and manual transmissions. On any given day, you’ll find a mix of vehicles in the bays, from a 1949 Chevy to a late-model work truck. No job is too big or too small, and the team takes pride in providing solutions that fit each customer’s needs. “It’s not just about fixing transmissions, it’s about making sure our customers are taken care of,” Charlie explains.
Earning business on trust has been the foundation of AA Quality Transmissions. Unlike many shops that spend heavily on advertising, Charlie and his team rely on word-of-mouth and loyal customers to keep the doors open. “There’s a lot of people who come in thinking they need a whole new transmission, but sometimes it’s just a solenoid,” he explains. “We’re not here to sell people something they don’t need, we’re here to get them back on the road, the right way.”
That commitment to honesty and integrity has earned AA Quality Transmissions a strong reputation in the community. A satisfied customer shared their experience online: “I highly recommend AA Quality Transmissions. Charlie is great and his team is very professional. They are an honest, reputable firm and always look after their customers. This is why it is so important to support our local businesses!” One customer summed it up perfectly in a Google review: “This is one of those rare gems. Genuine FAMILY-owned business, doing honest work. Friendly service with quality work! It’s definitely rare nowadays. THANKS, Rachelle and Charlie! See you the next time my old car needs some healing.” High Google reviews reflect what customers already know-this is a shop that stands behind its work.
Being an ATRA member means more than just having a certification on the wall. The previous owner was part of ATRA for 26 years, and Charlie continues that tradition, offering a nationwide warranty that gives customers peace of mind no matter where they travel. He also invests in his team’s training, sending employees to ATRA seminars to ensure they stay up to date with the latest industry advancements. “If you’re not learning, you’re falling behind,” he says. Ensuring the best service possible means making sure his staff has the latest knowledge in the industry.
Despite the long hours, Charlie and Rachelle do find time to recharge. They enjoy motorcycling and camping, often gathering with fellow shop owners for trips where, inevitably, shop talk still dominates the conversation. “We get away from the shops to talk about the shops,” Charlie jokes. “It’s funny, but it’s what we love,” Rachelle adds.
As AA Quality Transmissions enters its second year under Charlie’s leadership, the shop continues to grow, not just in size, but in reputation. Customers remain the driving force behind every decision, and that dedication to honesty, fairness, and service ensures that AA Quality Transmissions will continue to be a trusted name in Stuart, Florida, for years to come.
Have you ever wondered how shops are chosen for this column? We know there are many deserving ATRA shops out there – you might be one of them. Sometimes, we hear about shops and their unique stories through the grapevine. However, most of the time, we end up being detectives. We ask our industry contacts for recommendations, and then we contact the shops they’ve suggested.
You’re invited to tell us about an ATRA shop that you think has an interesting story to tell – maybe your own shop. There’s no cost. It just takes about an hour for a telephone interview and a visit by our photographer. We’ll do all the heavy lifting. To get the ball rolling, send an email to Dennis at dmadden@atra.com.
