Quantcast
Jump to content


It was not like that when I brought it in.


Recommended Posts

We recently took in a 2005 golf with a hole in the oil pan. It was a big hole. I made a note on the estimate that we did not know if there was engine damage because the hole was too big to fill with oil and run. When the oil pan was down we saw what looked like a pinch of bearing material squeazed out around the #1 main. We took a picture of this bearing damage then installed the pan. Added oil and car started. No power, Turbo seized. Now customer is accusing us of running the car with no oil and ruining his turbo. How would you guys handle this situation. I really don't feel like having a horrible google review calling us idiots.

 

 

post-2727-0-14636200-1455646672_thumb.jpg

Link to comment
Share on other sites

Honestly I would have stopped once the pan was off, no way that engine was gonna be good, that one gets pushed out of the bay. Note condition of vehicle on the WO when it comes in and have the customer sign it. That's the best way to cover yourself, plus its the law here in NY

Link to comment
Share on other sites

Need more info: was the estimate signed or acknowledged ? Any time we have engine damage I make sure the customer signs off on the potential for a bad engine. I also a bad experience and ended up losing on the job. No win either way.

 

 

Sent from my iPhone using Tapatalk

 

It was sent to him via e mail and he replied to the e mail with approval.

Edited by Handson
Link to comment
Share on other sites

Honestly I would have stopped once the pan was off, no way that engine was gonna be good, that one gets pushed out of the bay. Note condition of vehicle on the WO when it comes in and have the customer sign it. That's the best way to cover yourself, plus its the law here in NY

This is what i should have done.

 

What should I do at the stage i am at now.

  • Like 1
Link to comment
Share on other sites

You didn't build, buy it or break it. But luckily for him, you can fix it. You may take a reputation hit, but he can't do anything to you. Running a turbo for a short period of time without oil won't cause a catastrophic failure. If it goes to court your insurance company will back you. The customer is all talk, the situation may be uncomfortable but just keep your head up!

 

Sent from my SM-N910V using Tapatalk

  • Like 1
Link to comment
Share on other sites

This is what i should have done.

 

What should I do at the stage i am at now.

 

Honestly the customer is just angry that they ruined their own engine and is trying to pass the blame. They don't want to be the idiot so you're stuck being the bad guy. Some people just need to blame someone else for everything. I don't know about the laws in your state but here in NY worst case is a DMV inspector investigates from the consumer protection division, they beat you up about your paperwork and waste your time. Its clear you didn't destroy the engine, doubt even a heavily customer favorable investigator would put that on you.

Link to comment
Share on other sites

This is what i should have done.

 

What should I do at the stage i am at now.

 

 

I think the fact that you put it back together, and started, and ran the thing gives the customer leverage to claim liability on your part. If the rotating assembly is compromised, there will be no oil pressure, or very low oil pressure. Starting and running the engine in this condition can cause additional damage (like the turbo) to engine components that require lubrication to function. Not to mention, you could be pumping shavings, contaminants, etc all through the system. For the next go round, the INSTANT you find something you were not expecting, or something additional relevant to the outcome of the repair, you put everything down, document, and discuss with the customer immediately. Don't get caught up chasing payment for the job which many shops tend to bury themselves in. and end up costing them more in the long run.

 

Now, I would have a sit down with the customer, and try to diffuse the situation. Talk with them, try to find peaceful means. Maybe cut him a discount for the current repair bill, or give him a coupon for a future repair. I would err more on just having the customer remove the vehicle from my shop as peacefully as possible. if it means taking a hit on google so be it. What you don't want is to marry the car/customer.

  • Like 1
Link to comment
Share on other sites

Running a turbo for a short period of time without oil won't cause a catastrophic failure.

Whoa what? I disagree wholeheartedly. All it takes is a slight hiccup of oil pressure to grenade a turbo. Especially an old, probably very used turbo. I mean some manufacturers even call for bleeding of the system just to purge the air from the oil feed lines when doing an oil change. That is how important lubrication is to the TC. You also have to figure that the system was compromised to begin with. That is a giant red flag. You don't want to be anywhere near the thing, because it is as fragile as a baby's tooth.

  • Like 1
Link to comment
Share on other sites

Whoa what? I disagree wholeheartedly. All it takes is a slight hiccup of oil pressure to grenade a turbo. Especially an old, probably very used turbo. I mean some manufacturers even call for bleeding of the system just to purge the air from the oil feed lines when doing an oil change. That is how important lubrication is to the TC. You also have to figure that the system was compromised to begin with. That is a giant red flag. You don't want to be anywhere near the thing, because it is as fragile as a baby's tooth.

You don't actually work on the cars do you? Lol

 

Sent from my SM-N910V using Tapatalk

Link to comment
Share on other sites

  • 2 weeks later...
  • 5 weeks later...

Seems like the job shouldn't have been performed to begin with....unless I'm misunderstanding something. If the car came in with a big hole in oil pan...wouldn't first step be to ask customer what happened? Did they run over something, etc?,bc aside from from running over something, it seems that internal damage is most likely. So before even taking down that pan...you tell the customer and then sell him an engine or roll it out! I mean the hole had to come from somewhere. Seems like maybe you didn't want to pass up the dough so you let the customer choose to proceed. Problem is that the customer is NOT the professional in this case...YOU are.

  • Like 1
Link to comment
Share on other sites

Any chance this is a road hazard issue that could have insurance coverage from their personal auto. Had a similar situation a few years ago and their insurance company bought them a used motor and turbo, even though they were two tracking in a low clearance vehicle when they hit that rock and then tried to drive it home.

Link to comment
Share on other sites

Update:

 

The customer rolled with the car without indecent. Grumbled a bit but I have not heard back since. I imagine who ever he took it to explained to him that the damage was done a while ago.

 

To davine4real we typically run at capacity, sometimes we are booked out one or two days in advance, sometimes up to a week. I thought I did my best prior to taking in the job explaining to the customer that he had a good chance of motor damage. It was just one of those situations where the customer tried to forget what we had discussed and had in writing.

Edited by Hands On
Link to comment
Share on other sites

the burden of proof should fall on the customer - call your insurance company they may (my does) call an outside company to inspect. Hopefully you have pictures of the oil pan before you did a teardown.

 

I'm surprised you are not concerned about the spun bearing.

  • Like 1
Link to comment
Share on other sites

  • 6 months later...

Seems like the job shouldn't have been performed to begin with....unless I'm misunderstanding something. If the car came in with a big hole in oil pan...wouldn't first step be to ask customer what happened? Did they run over something, etc?,bc aside from from running over something, it seems that internal damage is most likely. So before even taking down that pan...you tell the customer and then sell him an engine or roll it out! I mean the hole had to come from somewhere. Seems like maybe you didn't want to pass up the dough so you let the customer choose to proceed. Problem is that the customer is NOT the professional in this case...YOU are.

 

I agree. When they pay for something it has to be fixed. If it is going to cost more to fix it right they need to know. Every time they are going to blame you for the problems even though they weren't your fault. Try to fix everything you possibly can and they will more often than not be happy to pay the extra money to have it fixed rather than a little money for a broken car.

Link to comment
Share on other sites

Create an account or sign in to comment

You need to be a member in order to leave a comment

Create an account

Sign up for a new account in our community. It's easy!

Register a new account

Sign in

Already have an account? Sign in here.

Sign In Now
  • Available Subscriptions

  • Have you checked out Joe's Latest Blog?

         0 comments
      It always amazes me when I hear about a technician who quits one repair shop to go work at another shop for less money. I know you have heard of this too, and you’ve probably asked yourself, “Can this be true? And Why?” The answer rests within the culture of the company. More specifically, the boss, manager, or a toxic work environment literally pushed the technician out the door.
      While money and benefits tend to attract people to a company, it won’t keep them there. When a technician begins to look over the fence for greener grass, that is usually a sign that something is wrong within the workplace. It also means that his or her heart is probably already gone. If the issue is not resolved, no amount of money will keep that technician for the long term. The heart is always the first to leave. The last thing that leaves is the technician’s toolbox.
      Shop owners: Focus more on employee retention than acquisition. This is not to say that you should not be constantly recruiting. You should. What it does means is that once you hire someone, your job isn’t over, that’s when it begins. Get to know your technicians. Build strong relationships. Have frequent one-on-ones. Engage in meaningful conversation. Find what truly motivates your technicians. You may be surprised that while money is a motivator, it’s usually not the prime motivator.
      One last thing; the cost of technician turnover can be financially devastating. It also affects shop morale. Do all you can to create a workplace where technicians feel they are respected, recognized, and know that their work contributes to the overall success of the company. This will lead to improved morale and team spirit. Remember, when you see a technician’s toolbox rolling out of the bay on its way to another shop, the heart was most likely gone long before that.
  • Similar Topics

    • By Hands On
      My techs prefer clean up pads over kitty litter. Those of you that use pads, which ones, how much, where do you get them etc? Thanks.
    • By Changing The Industry
      Jeep Wrangler Coolant Leaks: What Every Owner Must Know #podcast #podcastclips #autorepairbusiness
    • By carmcapriotto
      The Weekly Blitz is brought to you by our friends over at Shop Marketing Pros. If you want to take your shop to the next level, you need great marketing. Shop Marketing Pros does top-tier marketing for top-tier shops.
      Click here to learn more about Top Tier Marketing by Shop Marketing Pros and schedule a demo:https://shopmarketingpros.com/chris/
      Check out their podcast here: https://autorepairmarketing.captivate.fm/
      If you would like to join their private Facebook group go here: https://www.facebook.com/groups/autorepairmarketingmastermind
      In this episode, Coach Chris Cotton from Auto Fix Auto Shop Coaching delves into a range of strategies designed to help auto repair shop owners elevate their business operations through the implementation of the "Profit First" methodology. This approach is centered around the critical aspects of cash flow management, profitability enhancement, and the adoption of effective financial practices. Chris underscores the significance of establishing separate accounts specifically for profit, taxes, and operating expenses to ensure a clear and organized financial structure. He also highlights the necessity of having supportive financial partners, such as banks and accountants, who can provide valuable guidance and support.
      Furthermore, Chris encourages shop owners to take proactive steps towards improving their financial health by engaging with educational resources, such as watching a webinar or seeking additional guidance tailored to their specific needs. This episode is proudly sponsored by Shop Marketing Pros, a company dedicated to providing specialized marketing strategies aimed at boosting the visibility and success of auto repair shops. Through their sponsorship, Shop Marketing Pros underscores their commitment to supporting the growth and development of businesses within the auto repair industry.
       
      Introduction to the Episode (00:00:04)
      Coach Chris Cotton introduces the podcast and its focus on auto repair business strategies.  
      Importance of Profit First (00:01:01)
       
      Chris discusses the significance of adopting the Profit First mentality for auto repair businesses.  
      Webinar Promotion (00:02:20)
       
      Information about an upcoming webinar on implementing the Profit First system is provided.  
      Understanding Cash Flow (00:03:24)
       
      The necessity of managing cash flow for successful auto repair operations is emphasized.  
      Challenges with Traditional Accounting (00:04:35)
       
      Critique of traditional accounting methods and their inadequacy for auto repair shops.  
      Profit First Methodology Explained (00:05:46)
       
      Overview of the Profit First approach and its application in the auto repair industry.  
      Setting Up Separate Accounts (00:06:58)
       
      The importance of establishing separate accounts for profit, taxes, and expenses is discussed.  
      Bank and Accountant Collaboration (00:08:02)
       
      Challenges in getting banks and accountants on board with the Profit First system are explored.  
      Incorporating Dave Ramsey's Principles (00:10:16)
       
      Integration of financial control principles from Dave Ramsey is highlighted for better financial management.  
      Results of Implementing the System (00:11:27)
       
      The positive outcomes of using the auto shop profits and cash flow system are outlined.  
      Call to Action (00:14:44)
       
      Chris encourages listeners to take proactive steps in managing their shop's finances effectively.  
       
       
      https://autoshopcoaching.com/
      https://connect.autoshopcoaching.com/profits-cashflow-webinar-form
       
      Connect with Chris:
       
      [email protected]
      Phone: 940.400.1008
      www.autoshopcoaching.com
      Facebook: https://www.facebook.com/
      AutoFixAutoShopCoachingYoutube: https://bit.ly/3ClX0ae
       
      #autofixautoshopcoaching #autofixbeautofixing #autoshopprofits #autoshopprofit #autoshopprofitsfirst #autoshopleadership #autoshopmanagement #autorepairshopcoaching #autorepairshopconsulting #autorepairshoptraining #autorepairshop #autorepair #serviceadvisor #serviceadvisorefficiency #autorepairshopmarketing #theweeklyblitz #autofix #shopmarketingpros #autofixautoshopcoachingbook
      Click to go to the Podcast on Remarkable Results Radio
    • By carmcapriotto
      Thanks to our Partners, Shop Boss and 360 Payments Discover the transformative power of clear, empowering leadership. Father and son team Jeff and Mike Davidson emphasize the importance of clarity in leadership roles and the value of delegation and employee empowerment. Through practical advice, they highlight how effective leadership practices can foster employee development, build strong relationships, and drive business growth. Mike Davidson, Parkway Automotive, Little Rock, AR. [email protected].  Mike’s previous episodes HERE. Show Notes
      Importance of Clarity in Leadership (00:00:56) Mike emphasizes that clarity is the first job of a leader. The Entrepreneurial Journey (00:01:07) Discussion of entrepreneurs starting as technicians and the importance of transitioning roles. The EMT Concept (00:02:04) Introduction of the Entrepreneur, Manager, Technician framework in business. The Story of Sue and Sam (00:02:54) A comparison of two business owners, highlighting different paths and outcomes. Defining the Role of a CEO (00:04:08) Mike outlines the CEO's responsibilities, focusing on innovation and growth. Transition from Technician to CEO (00:04:54) Mike shares his experience moving from a service advisor to a CEO role. Strategic vs. Tactical Responsibilities (00:05:21) Discussion on the difference between strategic and tactical responsibilities in leadership. The Importance of Delegation (00:06:21) Exploration of the challenges leaders face when delegating tasks to employees. Creating Margins for Leadership (00:10:11) Mike discusses the necessity of creating margins in life for effective leadership. Understanding Responsibilities as a CEO (00:11:01) The need for leaders to define their responsibilities and authority within the company. The Moment of Realization (00:13:14) Mike shares a personal story about recognizing the need to stop doing everything alone. The Value of Time Margins (00:15:40) Mike reflects on the benefits of creating time margins to connect with employees. Building Relationships (00:17:17) Discussion on how effective CEOs build relationships with employees, customers, and the community to enhance business success. Empowering Employees (00:18:07) Highlighting a CEO's journey from technician to delegating responsibilities, allowing focus on networking and business growth. The Importance of Clarity (00:19:59) Discussion on how great leaders bring clarity to roles, responsibilities, authority, and accountability within their teams. Thanks to our Partners, Shop Boss and 360 Payments Shop Boss – Shop Management Software built by shop owners for shop owners. It works the way you need it to, right out of the box. Find on the web at https://shopboss.net Connect with the Podcast: -Follow on Facebook: https://www.facebook.com/RemarkableResultsRadioPodcast/ -Join Our Virtual Toastmasters Club: https://remarkableresults.biz/toastmasters -Join Our Private Facebook Community: https://www.facebook.com/groups/1734687266778976 -Subscribe on YouTube: https://www.youtube.com/carmcapriotto -Follow on LinkedIn: https://www.linkedin.com/in/carmcapriotto/ -Follow on Instagram: https://www.instagram.com/remarkableresultsradiopodcast/ -Follow on Twitter: https://twitter.com/RResultsBiz -Visit the Website: https://remarkableresults.biz/ -Join our Insider List: https://remarkableresults.biz/insider -All books mentioned on our podcasts: https://remarkableresults.biz/books -Our Classroom page for personal or team learning: https://remarkableresults.biz/classroom -Buy Me a Coffee: https://www.buymeacoffee.com/carm -The Aftermarket Radio Network: https://aftermarketradionetwork.com -Special episode collections: https://remarkableresults.biz/collections  
      Click to go to the Podcast on Remarkable Results Radio
    • Sell your car with CarBrain
    • By carmcapriotto
      Thanks to our Partners, NAPA TRACS, AutoFix Auto Shop Coaching, and Today's Class Brin Kline shares his journey from technician to successful shop owner, highlighting the crucial role of his business coach, Bill Haas. They delve into the importance of having an accountability partner, the role of coaching in reducing stress, and how personalized guidance can help shop owners reach their full potential. Perfect for shop owners looking for insights on business coaching, this episode is packed with valuable advice and industry wisdom. Brin Kline, Shop Owner, Assured Auto Works, Melbourne, FL. Brin's previous episodes Bill Haas, Haas Performance Consulting, Bill’s previous episodes HERE. Show Notes
      Coaching in the Industry (00:01:15) Discussion about the importance of coaching in the automotive industry and the value of having a coach. Accountability and Coaching (00:07:49) The importance of having an accountability partner in coaching and its impact on business progress. Financial Security and Coaching (00:09:47) The relationship between financial security, goal setting, and coaching in business development. Business Goals and Budgeting (00:11:13) The significance of setting business goals and budgeting with the guidance of a coach. Selecting a Coach (00:13:50) Considerations for selecting a coach based on strengths and weaknesses. Affordability of Coaching (00:16:05) Discussion on the affordability of coaching and the potential benefits, even for struggling businesses. Personal Growth and Coaching (00:18:41) The importance of personal growth, humility, and willingness to change in the coaching relationship. Business changes and profitability (00:20:16) Discussion on increased profitability and the ability to make changes in the business. Gaining confidence and comfort (00:21:19) Becoming more comfortable and confident in making changes and taking action. Transition from technician to business owner (00:25:28) Concerns and challenges of transitioning from a technician to a business owner. Selecting the right coach (00:34:01) Factors to consider when selecting a coach, including industry passion and adaptability. Managing time and involvement in the industry (00:39:08) Discussion on managing time and involvement in various industry activities as a challenge. Team growth and dynamics (00:41:33) Discussion about the growth of Brin's team and maintaining a positive work environment. Commitment to the business (00:44:22) Brin's decision-making process and commitment to his business. Thanks to our Partner, NAPA TRACS NAPA TRACS will move your shop into the SMS fast lane with onsite training and six days a week of support and local representation. Find NAPA TRACS on the Web at http://napatracs.com/ Thanks to our Partner, Auto-Fix Auto Shop Coaching Proven Auto Shop Coaching with Results. Over 61 Million in ROI with an Average ROI of 9x. Find Coach Chris Cotton at AutoFix Auto Shop Coaching on the Web at https://autoshopcoaching.com/ Thanks to our Partner, Today's Class Optimize training with Today's Class: In just 5 minutes daily, boost knowledge retention and improve team performance. Find Today's Class on the web at https://www.todaysclass.com/ Connect with the Podcast: -Follow on Facebook: https://www.facebook.com/RemarkableResultsRadioPodcast/ -Join Our Private Facebook Community: https://www.facebook.com/groups/1734687266778976 -Subscribe on YouTube: https://www.youtube.com/carmcapriotto -Follow on LinkedIn: https://www.linkedin.com/in/carmcapriotto/ -Follow on Instagram: https://www.instagram.com/remarkableresultsradiopodcast/ -Follow on X (Twitter): https://twitter.com/RResultsBiz -Visit the Website: https://remarkableresults.biz/ -Join our Insider List: https://remarkableresults.biz/insider -All books mentioned on our podcasts: https://remarkableresults.biz/books -Our Classroom page for personal or team learning: https://remarkableresults.biz/classroom -Buy Me a Coffee: https://www.buymeacoffee.com/carm -The Aftermarket Radio Network: https://aftermarketradionetwork.com -Special episode collections: https://remarkableresults.biz/collections                                  
      Click to go to the Podcast on Remarkable Results Radio


  • Our Sponsors

×
×
  • Create New...