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Car Repair Ripoffs on the Early Show

xrac

By xrac
in Customer Experience & Reviews

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lvroth Rookie

lvroth

Posted
Posted

Did any of you catch this? It was aired on 4-14-2010.

 

The Early Show Video - Car Repair Rip-Offs - CBS.com

 

 

I just watched this video. Every day we work on overcoming an image given to us by unethical repair facilities and/or bad reporting by the media. Yes, there are repair shops that will and do take advantage of their customers, however I have to ask myself, was this reporting being done in a consequential manner? In others words, the end justifies the means. Did the reporter have a particular outcome in mind for his reporting?

We make sure that our recommendations meet 3 criteria; good for the customer, good for the car, and good for the company. Run your business with integrity and don't get caught up with the naysayers!

ROBK Apprentice

ROBK

Posted
Posted

If AutoMD estimates the repair to cost $180 and I quote them $220 does that make me somehow and unscrupulous businessmen? I don't think so but that is what they are insinuating. If only one estimate was less than AutoMd's estimate maybe AutoMD was too low. Who says AutoMD estimate is correct. They certainly don't know my pricing structure or overhead costs.

 

By the way, Ivroth it is good to hear from you! :D

 

Out of curiosity I just played around with the automd site. According to them if a consumer does a front disk brake job themselves the parts should cost $27.65... If done at a repair shop the parts cost should be $32.63 :rolleyes:

ROBK Apprentice

ROBK

Posted
Posted

Is it me or does AutoMD have an agenda I am not aware of? How can the price of job, any job, be the same where ever you go. AND, "why" does it have to be the same??? Do you get the same price for a steak dinner at every resturant around the country. Are there not different levels of service, parts and economic standards of living?

 

Who sets these prices? I seem to remember that we live in the USA... the land of the free, the land of free enterpirse!! We all do remember this once great country, right?

 

I think we should voice our opinions on AutoMD and tell them how we feel.

 

I have said this a million times...we are the hardest working people in any industry and we deserve to make a decent income. I am not going to be dictated by some online service that tells me what I should charge or how much I can make on a job. NEVER!

 

Sorry, this really upsets me....

 

 

I find it disturbing as well. Kind of the same way I feel about the parts stores offering free "diagnostics". I spent a good few minutes on the automd site looking up stuff at random. I found many of the quotes were not to far off but many of them were... especially in the parts category. Across the board even on the prices that weren't to far off they were all skewed on the low side and that would be using cheap parts. A shop installing quality branded parts is going to be paying as much or more for the stuff as that website is saying is the retail price to the customer.

lvroth Rookie

lvroth

Posted
Posted

It seems that AutoMD could care less about the repair shops:

 

 

 

Beware your 'armed' customers - AutoPro Workshop Blog post - Where Professionals Gather for Better Business

 

 

Who are these people from AutoMD and what are their qualifications? Negotiate a price? Every shop has different operating expenses which in turn will affect how a job is priced out. What would a customer think if we lowered our price because they said they could get it done cheaper at another facility. I think THAT would make us look like we were trying to take advantage of them.

I'm with Joe, this burns me up!

 

Vickie Roth

Roth's Auto Repair, Inc.

Gonzo Grand Master

Gonzo

Posted
Posted

Vickie, this does burn me up! Negotiate a price??? How about negotiating a price the next time you go to the Movies, tell the girl at the window, "Hey, Robin Hood at Lowes Theatre is only 11 bucks, can you match it”? I mean, PLEASE, this is ridiculous and we as professionals must not stand for this.

As soon as that type of customer stops treating me as a professional... I stop treating them like a customer.

I'm posting a new story today with similar topic, a light hearted look at it of course.

 

Oh, and I don't negotiate... negotiations is a compromise of two different parties.... the original negotiation was that I would fix your car for "X" amount of dollars... enough said .... negotiations are over.

DewayneP Contributor

DewayneP

Posted
Posted

Wow is all I can say. They are only accounting for an 18% markup on their parts supplier's prices. That's crazy. What happens when that cheap part craps out and I have to remove it for the customer, they have to pack it up and ship it back (paying for shipping), then we both have to wait for the replacement to come in? The whole show segment and autoMD website are created to make shops look bad, that's all there is to it. It also looks like a front for the AutoMD website's parts supplier. Why don't they give you different supplier choices and their prices? How about a dealer price listed for the OEM part for comparison? I noticed on the show how they glossed over the good shops and only pointed out the "bad" ones. Like Gonzo said in his latest writeup, do we ask for a better price at any other retail establishment? Nope. There is price-matching that is done at retail establishments but that requires the customer to do some legwork first and not just on the internet and it also has to be for the "same exact product and must be in-stock ". I think, as a shop owner, you have to do what is right for the customer and your shop. If you are fair in your pricing and provide quality work then the "shop around" customer isn't the customer you want as they will always be "shopping around".

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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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