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Bad car, MAD customer

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ssauto Rookie

ssauto

Posted
Posted

Need advice on how to handle this situation and I am open to any idea before I tell the guy to take a hike.

customer bought a 94 honda accord 3 months ago which is a wrecked rebuild P.O.S. Brought it to me last week to check out a/c not cooling. For starter the temp control cable was binding and the pressures were all over the place. We replaced the heater valve (which was internally melted) and cable. Then the expansion valve and rec/dryer. The air was cool but not cold. While trying to further diagnose the a/c the car shuts off. Bad electrical on ignition switch and PGM relay was showing signs of failure (no fuel pump power when hot). We sold him on the parts even though he thought "well it ran when I brought it here".

After we installed parts car ran ok, a/c still no good. Advised him to have the radiator moved closer to condenser (previous wreck damage). when he came to get the car the SRS light was on (I cant remember if it was or not). Now thats apparently my fault. I assured him if we broke it we fix it. Tried to flash out SRS codes but nothing but a steady light. SRS unit is probably shot. Took a look at it and it isn't even bolted down, came from JUNK Yard as did the air bags. Aftermarket alarm is wired to some of the SRS wires. So much wrong. not our fault. SRS light on. A/C sucks, mangled up parts and aftermarket wiring. I don't care if he is mad I just want him and the car gone but I don't feel a refund is in order.

Any Advice?

xrac Grand Master

xrac

Posted
Posted

Those are tough situations. We had something similar recently on an 1989 Volvo. It wouldn't run and the people towed it into the shop and didn't talk to us ahead of time. If we had spoken to them on the phone we would have told them we couldn't work on it (we know better) but because it was already here we took a look at it. We found a problem and got it where it would run (about a $375 repair as I remember). Lo and behold it came back in the next day still running but with intermitten problems of losing power and missing. We spent the next week and a half off and on working on it. We replaced a lot of parts and the funny thing was everything we did made it run a little better but nothing fixed it completely. As old as it was and with limited diagnostic information on it we finally gave up and told them it would either have to go to the dealer or to a specialty shop we have here in town. We removed all the parts we installed on the second go around and didn't charge anything for our time on the second go around and shipped it. The owner was understanding because they knew all the time we had put into it.

 

As far as the SRS light is you might try checking the charging system voltage. Some time ago we had an SRS light on on a Honda but no codes. The dealer had also been unable to determine what was going on. We found the charging system was charging one volt over which was triggering the SRS light but no codes.

 

What you could do is sit the owner down and have a long talk with him. Tell him you are not refunding any money because everything that was done was needed and even more work is needed. That you would call this car a mechanics special and that the car in two more years will be old enough to have a beer. If he is not a mechanic it is not EVER going to be special but it is going to be a money pit. Ask if he has ever seen the movie "The Money Pit" with Tom Hanks and Shelley Long. If he hasn't he should go rent the movie and watch it because that is what he has bought.

Gonzo Grand Master

Gonzo

Posted
Posted

Need advice on how to handle this situation and I am open to any idea before I tell the guy to take a hike.

customer bought a 94 honda accord 3 months ago which is a wrecked rebuild P.O.S. Brought it to me last week to check out a/c not cooling. For starter the temp control cable was binding and the pressures were all over the place. We replaced the heater valve (which was internally melted) and cable. Then the expansion valve and rec/dryer. The air was cool but not cold. While trying to further diagnose the a/c the car shuts off. Bad electrical on ignition switch and PGM relay was showing signs of failure (no fuel pump power when hot). We sold him on the parts even though he thought "well it ran when I brought it here".

After we installed parts car ran ok, a/c still no good. Advised him to have the radiator moved closer to condenser (previous wreck damage). when he came to get the car the SRS light was on (I cant remember if it was or not). Now thats apparently my fault. I assured him if we broke it we fix it. Tried to flash out SRS codes but nothing but a steady light. SRS unit is probably shot. Took a look at it and it isn't even bolted down, came from JUNK Yard as did the air bags. Aftermarket alarm is wired to some of the SRS wires. So much wrong. not our fault. SRS light on. A/C sucks, mangled up parts and aftermarket wiring. I don't care if he is mad I just want him and the car gone but I don't feel a refund is in order.

Any Advice?

 

Seen these before ssauto, sorry to hear it's your turn to get one. The first thing I will tell you is that this IS a learning experience in the automotive repair biz... class is over now... what to do. With out a doubt the next time you see one of the POS's show up... DONT DO ANYTHING... send it down the road. I know it's hard sometimes when your staring at an empty shop and this is the only thing there... but believe me... you're better off with the empty shop.

 

To get a free "GET OUT OF THE POS" card. You're going to have to hand walk this character thru each and every part of the car and it's problems... right now, right away. Before you touch one more thing on the car... you have the owner and yourself do a complete point to point inspection. Usually that will get the owner aware of how bad their junk yard reject is. I tell them, "If this was your horse I would have shot it dead already."

 

Sorry for your POS... we've all been there... Gonzo Remember it all runs down hill....just learn to get out of the way....

Joe Marconi Grand Master

Joe Marconi

Posted
Posted

Need advice on how to handle this situation and I am open to any idea before I tell the guy to take a hike.

customer bought a 94 honda accord 3 months ago which is a wrecked rebuild P.O.S. Brought it to me last week to check out a/c not cooling. For starter the temp control cable was binding and the pressures were all over the place. We replaced the heater valve (which was internally melted) and cable. Then the expansion valve and rec/dryer. The air was cool but not cold. While trying to further diagnose the a/c the car shuts off. Bad electrical on ignition switch and PGM relay was showing signs of failure (no fuel pump power when hot). We sold him on the parts even though he thought "well it ran when I brought it here".

After we installed parts car ran ok, a/c still no good. Advised him to have the radiator moved closer to condenser (previous wreck damage). when he came to get the car the SRS light was on (I cant remember if it was or not). Now thats apparently my fault. I assured him if we broke it we fix it. Tried to flash out SRS codes but nothing but a steady light. SRS unit is probably shot. Took a look at it and it isn't even bolted down, came from JUNK Yard as did the air bags. Aftermarket alarm is wired to some of the SRS wires. So much wrong. not our fault. SRS light on. A/C sucks, mangled up parts and aftermarket wiring. I don't care if he is mad I just want him and the car gone but I don't feel a refund is in order.

Any Advice?

 

Gonzo, you stole my thunder again!

 

All kidding aside, I agree. This is a learning experience and you need to "learn" from this. Don’t be everything to everyone. You need to look at the car in its entirety before you commit yourself. I know it’s easy for me to say this, but I have been down this road before.

 

I also agree with xrac, have a legitimate sit-down with this customer and explain the facts. Stand by your convictions. No refund!

 

One more word of advice: create a checklist to pre-check cars before you work on them. You need to indentify things like: check engine light on, SRS light on, TPMS light on, broken lenses, etc. This will save a lot of grief. I can’t tell how many times we had people tell us, “That ABS light was not before you worked on it”.

 

I feel for you, we have all been down this road and will travel down tough roads in the future.

 

Look at it like this: It will only make you stronger and wiser.

Gonzo Grand Master

Gonzo

Posted
Posted (edited)

Gonzo, you stole my thunder again!

 

All kidding aside, I agree. This is a learning experience and you need to "learn" from this. Don't be everything to everyone. You need to look at the car in its entirety before you commit yourself. I know it's easy for me to say this, but I have been down this road before.

 

I also agree with xrac, have a legitimate sit-down with this customer and explain the facts. Stand by your convictions. No refund!

 

One more word of advice: create a checklist to pre-check cars before you work on them. You need to indentify things like: check engine light on, SRS light on, TPMS light on, broken lenses, etc. This will save a lot of grief. I can't tell how many times we had people tell us, "That ABS light was not before you worked on it".

 

I feel for you, we have all been down this road and will travel down tough roads in the future.

 

Look at it like this: It will only make you stronger and wiser.

 

Joe, I think we both studied out of the same tool box. Sorry about the thunder stealin' my bad... LOL

Edited by Gonzo

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  • Have you checked out Joe's Latest Blog?

    • Joe Marconi
      The Toolbox is Last to Leave, First is the Heart
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      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.

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