I am new to the service side of the retail auto industry having worked in sales for 5 years. I am now the mechanical department manager of a Carstar collision repair shop. In addition to the usual insurance work, I am starting to take on more customer pay repairs. An issue I keep running into is that because I am located in Canada (South Ontario not far from Detroit) many of the vehicles we work on are severely rusted underneath and many bolts have siezed in place. Many require torches, cutting, drilling, and other unusual disassembly of adjacent components to remove. For example right now I am having a starter replaced on a caravan, and the lower engine mount needs to be removed but is siezed. We needed to apply heat but because it is so close to the rad fan shroud, ended up having to remove the shroud and other items nearby just to attempt to heat and remove the bolt. This ultimately didn't work, and we are now cutting it and drilling it out. Often times using heat causes damage to components. We needed to use heat to cut into a suspension knuckle to remove it after it was damaged from a curb, and ended up destroying a wheel bearing. Abs sensors also commonly need to be snapped off and drilled out because they are just so fused in place. Obviously this gets expensive.
This happens all the time, and as a result the times I am using from shopkey pro and mitchell are not reflective of how long these jobs actually take. On one hand I don't feel it is fair to the customer to charge 2.6 hours for the starter replacement, and another 3 hours to attempting multiple ways to get a bolt out, heating, removing adjacent components, fan shroud R+I... turning a 2.6 hour job into 5.6 hours. On the other hand I understand that this is just the reality of working on vehicles older than a couple years in this part of the country and the customer should be paying for it.
What would you consider standard practice in this situation? I don't want to be eating all this extra time, but I also don't want to have to charge customer hours upon hours additionally because we have to figure out how to unsieze everything.