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"My rear end's leaking" You need to make it right.

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GENUINE Enthusiast

GENUINE

Posted
Posted

I need some words of wisdom to resolve an issue, or at least thoughts on how to handle this situation.

 

Long story short (sort of); We installed a used rear end assembly in an 07 Mustang GT due to noise/howl in his - 16 months ago. Chose a used assembly (mistake #1) b/c "rebuilding" his to correct a howl was not a job that I was comfortable doing. (Past personal horror stories prevent me from opening up rear axles!) Yard offered a 6 month warranty which was documented and he was aware of. He authorized, paid and left, I have a long term relationship with this customer, more as an acquaintance than a regular customer, but occasionally we will do something for him. Fast forward more than a year (during which I've seen this car once for another simple service). Calls and says "there's a drip in my garage floor - I think that rear end is leaking." He brings it in and sure enough there is a "seep" from the pinion seal. Again - fearing opening a can of worms and knowing all warranty has expired - I top it off and advise the dealer for what I'm thinking should be a relatively straightforward repair for a Ford tech. (mistake #2) He reluctantly agrees and leaves, not a word said about noise or warranty. Today (two weeks later) he storms into the shop and proceeds to give me a serious tongue lashing, claiming that "Ford says that rear end was junk when you put it in, the pinion bearing is wiped out and that's what caused the leak and that they're going to have to "rebuild" it (whatever that means) - and for less than you charged me to put a used one in! you should have sent me there to begin with!" But now today all of a sudden, he claims that "that rear end was still making noise from the day I picked it up!" (16 months ago) but he never called to tell me, not a word in 16 months, and didn't even mention that it was making noise when he came in with the leak 2 weeks ago-not a word until the dealer "told" him I sold him a "junk" used rear end. He was angry. I listened, I asked why he never brought it to my attention? Especially knowing the warranty was 6 months. I didn't get a logical answer. After he'd vented, I asked "what would you like me to do at this point?"

His answer was "I'm not going to tell you what to do, but you need to make this right! You think about it and call me."

 

Question to you all....how do I handle this to avoid mistake #3?

 

Thanks in advance.

pfseeley442 Explorer

pfseeley442

Posted
Posted

I have developed a relationship with a local transmission Shop to refer this type of work to if you don't feel comfortable doing it. Our relationship agreement is that we don't steel work from each other and we discuss issues privately to avoid customer issues. My advise is to tell the customer you want to make it right, but you want to get a second opinion. I would then bring it to shop you trust. A pinion seal and bearing is replaceable. If the repairs are what you feel are justified I would eat the cost. I say this because you felt is was a mistake to do a used rear end. Then write it off as good will. Future advice : refer the job or do a rebuilt differential.

 

Sent from my SM-G935V using Tapatalk

lmcca Collaborator

lmcca

Posted
Posted

It was a used axle assembly. Meaning, it was used. Parts wear over time, thus becoming used. When a used part is, pardon the pun, used then there is a much higher chance of failure than one that is new or rebuilt. Therefor, only a 6 month warranty was given because they felt that the potential for problems with this used axle is greatly increased after another 6 months of use on a used axle.

 

He got 16 months on an axle that was used. Sorry, they only warrantied it for that 6 month period.

 

Ford cant see what happened to that axle 16 months prior, that guy is telling you a story or the stealer is trying to make you look bad.

 

So, did you charge him more than the axle could be rebuilt for?

GENUINE Enthusiast

GENUINE

Posted
  • Author
Posted

So, did you charge him more than the axle could be rebuilt for?

 

I don't know. In an effort to try and NOT exacerbate the problem, I listen more than I spoke. Discussing anything logically or rationally at that time was not an option. I don't truly know what they actually did or what it cost.

GENUINE Enthusiast

GENUINE

Posted
  • Author
Posted

I have developed a relationship with a local transmission Shop to refer this type of work to if you don't feel comfortable doing it. Our relationship agreement is that we don't steel work from each other and we discuss issues privately to avoid customer issues. My advise is to tell the customer you want to make it right, but you want to get a second opinion. I would then bring it to shop you trust. A pinion seal and bearing is replaceable. If the repairs are what you feel are justified I would eat the cost. I say this because you felt is was a mistake to do a used rear end. Then write it off as good will. Future advice : refer the job or do a rebuilt differential.

 

Sent from my SM-G935V using Tapatalk

 

I do have a relationship like that with a local tranny guy as well. And as far as making it right....I'm just not sure that it was ever wrong! I guess that's the concern. Had he said that he thought I should eat the cost of the leaking seal (even after 16 months) I probably would have agreed, but to say that the entire repair was junk from day one and that I essentially cheated him, but it was never brought to my attention so that I could make it right in a timely fashion is where I struggle. He didn't have a problem until Ford told him he had a problem, but now he says he heard noise from the day he picked it up. I just can't buy that as legit. I don't believe they're telling him the truth. They wanted the work and are making the most of the fact that someone fixed it differently than they would have and will slander without conscience.

mspecperformance Mentor

mspecperformance

Posted
Posted

Give him a day or two and call him. I would make sure he is in the right state of mind before the conversation. If he is not and he continues to be irate you need to put your foot down and tell him you are here to help him but you don't deserve to be disrespected.

 

Explain the situation to him about what the agreement was from the beginning. 6 month warranty, used part. Hopefully you didn't push him to use a used part but even if you did he got 16 months out a used part. Also explain to him that the dealership are not fortune tellers, they can't tell you what condition the rear axle was in 16 months ago. They are throwing you under the bus and you need to make that known. Lastly about price, that is completely subjective. You have no idea what the dealership charges but the majority of services you are going to be less expensive. Explain that your intent was not to snake him into any service and its not your job to price shop for him.

 

Sorry your in this situation. Learn from these mistakes and if I were you I'd fire this guy as a customer immediately. Nothing good comes out of someone who can't show mutual respect. If he were my customer he would be taken care of and politely fired. I believe you should go the extra 10 miles for your clients always however once they prove not to be a client they need to go.

  • Like 3
cdhowell Enthusiast

cdhowell

Posted
Posted

Did you drive the car and confirm the repair? Changing a water pump does not mean it still won't over heat. If so, simply explain the facts. You had a warranty period in case of problems. You failed to return during that period a year ago. The warranty was from the supplier and would have been honored a year ago. I really want to help but now it's x amount to repair. You can't go wrong by being honest.

carolinahigear Collaborator

carolinahigear

Posted
Posted

If I have a car that needs to go to a specialist shop (transmissions) or a dealer shop (programming, etc.), I send it to the other shop myself. I NEVER give my client a chance to hear or see anything from the other shop. Controlling it from start to finish is what I do.

  • Like 1
Dnzauto Apprentice

Dnzauto

Posted
Posted

If I have a car that needs to go to a specialist shop (transmissions) or a dealer shop (programming, etc.), I send it to the other shop myself. I NEVER give my client a chance to hear or see anything from the other shop. Controlling it from start to finish is what I do.

totally agree with this.... having control over the work done is the same thing, any sublets we do, even a simple tire balance, we re-adjust the pressures and do road test!..... quality control is very important and pays off big time in the long run! We also check every cars parking spot after an oil change, to make sure there are no drips!

  • Like 2
Dnzauto Apprentice

Dnzauto

Posted
Posted

unfortunately, I had a similar scenario with a friend's friend 6 months ago, we got blamed for coolant tank expansion hose connector break on a 2003 C230 with 200K miles on it, which the expansion tank looked like never replaced before....guess what, I told him i will put a new one at no charge to him,,, he still didn't calm down...( he was coming from 40 miles away) .. but such a calm person turned into such an idiot... result: i put the new tank, made sure no more leaks...and when done, I parked the car on the driveway, left it running and told him ' it was great meeting you, but I don't think I will be able to help you with your car issues anymore", i immediately turned around and walked into the shop, without looking at him... I wish him good luck with the attitude change he had....anyone else should have kicked him out right away when he used accusative words.... but, he was a friend's friend... so... I let this one go this time :)

alfredauto Experienced

alfredauto

Posted
Posted

Put a pinion seal in it and clean the vent. It's really an easy job, b tech work. 45 minutes. The preload won't change when you change the seal just mark the nut and torque it back to the original position.

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  • Have you checked out Joe's Latest Blog?

    • Joe Marconi
      The Technician Shortage Is Our Fault, And It's Time We Own It
      By Joe Marconi in Joe's Blog
         0 comments
      The Technician Shortage Is Our Fault, And It's Time We Own It
      Nearly every day, I hear shop owners complain: "There's a technician shortage. We can't find qualified people. There's no one out there." If that's true, then who's to blame?
      The industry? The schools? The government? I don't know how you feel, but who promised us an endless supply of qualified technicians?
      Another common complaint is that young people do not want to work in the trades. Well, if that were true, then why are other trades such as HVAC, electrical, and plumbing growing? What are they doing that the automotive industry is not? 
      Here's the reality we need to face: We do have a problem, but we shouldn't look for someone or any entity to rescue us. Not the government. Not the trade schools. Not the recruiting companies. No one owes us a workforce. If we want great people in our industry, it's up to us. At some point, we need to own up to the truth: Building a pipeline of qualified technicians is our responsibility.
      In this blog article, I will break down the key reasons we are in this situation today and what we, as an industry, can do to solve the technician shortage. Are you ready to look in the mirror?
      Have We Pushed Technicians Away?
      Let's take a look at flat-rate pay. True flat rate, which pays a technician only for the hours they produce, is a controversial pay plan that emphasizes high production levels and creates a competitive work environment that, if not properly controlled, can lead to increased mistakes and a decline in morale and team spirit. Additionally, the stress and physical demands placed on technicians as they age are not favorable to long-term employee retention. What do we do with technicians as they grow older into their fifties and begin to slow down? 
      I have heard all the arguments and pros and cons of flat-rate pay, and I am not going to judge any pay plan. Let the facts speak for themselves. True flat rate has changed in most areas around the country and has evolved into a pay plan that gives technicians some pay guarantee.
      Many shop owners have learned that team morale, along with the opportunity to earn income, is important to technicians and to the company's long-term success. But let me ask you: how many technicians have left or been pushed out over the years because of the old flat-rate pay system?
      Another issue is the workplace environment. I remember being grateful to be hired as a young technician at a local repair shop. While very thankful, the work environment was not ideal. The shop owner kept the bay doors open year-round (I am from New York) unless it rained or snowed. He felt that if the bay doors were closed, customers might think we were closed for business. We had no heat and no hot water. Many of the jobs were done outside, year-round,  in all types of weather. The starting pay was minimum wage, with no benefits, sick days, or vacation pay. 
      Now, again, I need to point out that I was truly grateful for the opportunity this shop owner gave me. I learned a lot working there, and the experience was pivotal in my career. But looking back, I wonder how many people were discouraged by these working conditions?
      While the physical demands of the repair workplace are daunting, perhaps even more critical is the culture. Too many of my generation shop owners preached the mindset of "my way or the highway." We were the business owners, after all. We started our companies, took all the risks, and provided jobs. Why shouldn't we be the ones to set the ground rules our way?   
      Many of us found over the years that the "my way or the highway" mentality was a sure way to isolate employees and make them more likely to look over the fence for greener grass. In other words, it led many technicians to seek employment elsewhere, where they felt they could be appreciated and recognized for their hard work. The issue, however, was that there wasn't much green grass around. Disappointment after disappointment, bouncing from repair to repair shop, eventually led to despair. So, I ask you: were workplace conditions a contributing factor in today's technician shortage?
      Another factor that we are all well aware of is the complexity of the modern automobile. When I started, the work was mostly physical, and you were required to master essentially three vehicle models: General Motors, Ford, and Chrysler. Let's fast-forward to today. The evolution of automotive technology, along with the extensive training and tools required, has outpaced the typical technician's pay compensation, with no clear career path. Again, leading to frustration and insecurity about the future.
      Here is the bottom line: people don't leave their job; they leave their experience. We must do a better job. 
      The News Isn't all Bad; Your Next Steps to Fix the Technician Shortage
      To fix the technician shortage, it will take a combined effort from everyone in the automotive industry, particularly automotive shop owners. Shop owners are in the perfect position to make the greatest impact, not only on their businesses but also on the future automotive workforce.
      First, shop owners must become better leaders and understand that their ultimate success is directly dependent on the people they assemble around them. Any shop owner who mistakenly believes they can build an empire solely on their abilities is destined for serious disappointment. Business owners who think like this will eventually plateau. Without the collective contributions from a team of qualified people, your business will stall; it will not continue to grow.
      Create a workplace that attracts top talent: a clean, professional, well-equipped facility designed to support productivity, teamwork, and a career, not just a job. Build a great reputation in your community by getting involved locally. Become the auto repair shop that people take notice of as "the" place to work.
      Next, shop owners must become more financially knowledgeable. Knowing your numbers and what you need to achieve for a strong bottom-line profit is essential to paying technicians the money they need and deserve. Profit will also allow you to compete with other trade industries by providing a benefits package that has real take-home value and security.
      When it comes to culture, this is where the rubber hits the road. People crave recognition, praise, and a sense of purpose. Despite what you hear, people are not just money-motivated. Once people feel secure in their financial situation, retaining and motivating technicians can only be achieved by connecting with them on an emotional level. You cannot show enough appreciation. Give out praise for a job well done as if your business depended on it, because it does.
      As technicians age, we need to have a place for them. Expecting a 58-year-old to perform like a 35-year-old is unrealistic. We need to be more focused on career pathing. Provide training, skill development, and coaching to develop leaders and mentors within our older workforce. While their bodies may have slowed, the knowledge they have gained is priceless. 
      Our future is dependent on young people entering our industry. We need to give more young people opportunities. Every shop owner across the country should consider hiring an apprentice, then build an apprentice training plan and career path for them. If every shop did this, we could solve the technician shortage within five years. Get involved with the trade schools and high schools in your area. Look into the NAPA Apprenticeship Program. Don't sit on your hands with this one. Do it today.
      Lastly, don't get left behind. Commit to ongoing training for all your employees. Keep up to date with tools and equipment tailored to your business model. Don't try to be all things to all people and all vehicles. Identify your core profile customer and the vehicles they drive, and become an expert on those vehicles and the services you offer.

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