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Unsettling Repairpal Consumer Survey

Joe Marconi
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phynny Community Regular

phynny

Posted
Posted

I don't blame them at all. Just had a new customer bring in a 2002 pt cruiser he bought from a dealership. He has had it for 2 weeks and it spent a week at the dealer putting a new PCM in at his cost! Best part is that it didn't fix his tcm to pcm code.

 

So te guy brings it me for a timing belt and water pump and I quoted him $800. When he brought it in for the service he kept asking if I was using Chrysler parts. After explaining the differences and the fact that we warranty out repairs he tells me that he got a quote from the dealer for 1400 and they said its because they don't use garbage parts...

 

This is the same dealer that has to call and I've their work because they are not qualified to do it...

 

 

HarrytheCarGeek Experienced

HarrytheCarGeek

Posted
Posted

What's a fair price for them may not be anything fair for your shop. They think that if the defective part only takes five minutes to change they should not have to pay for any for your capital expense that you have invested to become a competent shop.

 

Oh, your shop needs a new alignment machine, what? That will be $22,000.00 Oh, you need a new lift too to use that fancy machine? Ah, that will be another $14,000.00

 

What? You need a labscope to trouble shoot? No worries, that will be another $3,600.00 for the scope and basic accessories. What, don't tell me you didn't get a pressure transducer kit with that, that will be another $1,700.00

 

Oh, you don't say you will need training and proper environmental procedures. That will be another $4,500.00.

 

New models coming out with additional accessories other than basic OBDII troubleshooting? That scanner will be $8,000.00 for the kit...

 

$$$ $$$ $$$

 

Customer: WHAT?! $85 an hour! You are ripping people off! Thief!

 

Shop owner: Just paid $5,800 for that ac machine so I can service your car, and $1,200 in technician training and certification, plus his $28.00 hourly rate. Hmm, what, you don't wanna hear it, that is not your problem you say?

  • 2 weeks later...
TheTrustedMechanic Community Regular

TheTrustedMechanic

Posted
Posted

Here again I will say it. Until we have a unified system of being PROFESSIONALLY CERTIFIED that is recognizable by the public we will continue to fight this stigma. I recently debated the real worth of ASE certs in another forum. I was Master certified. When they expired I was struggling to pay bills and recerts were not top on my list. Now if the ASE people were to push certification nationally in places where the motoring public would learn of it I would be more encouraged to recert. But where do they promote certification? In the trades that are targeted to the auto industry. WE ALREADY UNDERSTAND!!! Take that money and put ads in Ladies journal, Field and Stream, Bicycling Weekly, etc and explain to those people the importance of finding and using an ASE certified mechanic. When I explain to someone the ASE process it goes in one ear and out the other. Now if they read that same explanation in a rag they read regularly and whose content they take interest in, and articles they will use in their daily life, then the real benefits of ASE Certs would be realized. In Florida and schmo can buy a tool box, hang out a shingle. advertise the cheapest rates in town, and call theorems a mechanic. And in my area there is little to no investigation into "under the radar" shops. These guys will plunder till the well is dry and move on to another warehouse, change their name and start over! There is currently an ad running on TV here now that promotes a self service AC recharge. Can get your air cold again in 10 minutes. I have to have an AC recovery machine, account for every ounce of 134, and the consumer can go to the DIY stores and buy this set up and if it blows off to atmosphere or leaks out again in a week its OK!!

There is not enough value put on the training and experience it takes to repair the modern car. Until that changes we will continueto face these cahllenges!

Thank you, I agree 100%. But just today I have read two other threads ranting about government intrusion. Well we as an industry want to whine and cry about how we are not respected, but we don't respect ourselves enough to impose regulations upon ourselves, and we don't want "nanny government" involved. Well guess what, we can't have it both ways. It is not working. Yeah ASE is a great idea, but until we allow ourselves to be "regulated" ASE is only a piece of paper. Maybe it's because I live and own my shop in Michigan and Michigan is one of only a couple states that requires licensing of mechanics I have a different viewpoint. And even at that repair shops whine and cry about taxes and facility licensing fees that could go to investigating and cracking down on "Craigslisters" operating under the radar. We, a collective "we", won't pay to support the government services we want to complain about others not adhering to. Well if we won't police ourselves and demand accountability within our industry, then it falls to government to protect the consumer from the very same crooks we complain about. We have met the enemy, and it is us. As for the ASE certifications, I refuse to renew mine until they stop treating test takers as criminals. Near strip searches before you can enter the testing room. BS is the only way to explain it. Perhaps if I heard more interest from the motoring public regarding ASE certification it would be more incentive to subject myself to ASE's abuses but I don't need it. i cna go to the Secretary of State's office and take my state licensing recert test just fine and simply have a proctor watch me to make sure I don't use my cellphone. I don't need ultra-level security clearance to see the "Technician A says" questions.

 

Sadly until we are willing to agree to live up to the higher standards we want all shops to meet, and we are willing to be held accountable to those standards, and we are willing to pay for enforcement of those standards, there will always be distrust, abuse and crooks in our midst.

phynny Community Regular

phynny

Posted
Posted

Thank you, I agree 100%. But just today I have read two other threads ranting about government intrusion. Well we as an industry want to whine and cry about how we are not respected, but we don't respect ourselves enough to impose regulations upon ourselves, and we don't want "nanny government" involved. Well guess what, we can't have it both ways. It is not working. Yeah ASE is a great idea, but until we allow ourselves to be "regulated" ASE is only a piece of paper. Maybe it's because I live and own my shop in Michigan and Michigan is one of only a couple states that requires licensing of mechanics I have a different viewpoint. And even at that repair shops whine and cry about taxes and facility licensing fees that could go to investigating and cracking down on "Craigslisters" operating under the radar. We, a collective "we", won't pay to support the government services we want to complain about others not adhering to. Well if we won't police ourselves and demand accountability within our industry, then it falls to government to protect the consumer from the very same crooks we complain about. We have met the enemy, and it is us. As for the ASE certifications, I refuse to renew mine until they stop treating test takers as criminals. Near strip searches before you can enter the testing room. BS is the only way to explain it. Perhaps if I heard more interest from the motoring public regarding ASE certification it would be more incentive to subject myself to ASE's abuses but I don't need it. i cna go to the Secretary of State's office and take my state licensing recert test just fine and simply have a proctor watch me to make sure I don't use my cellphone. I don't need ultra-level security clearance to see the "Technician A says" questions.

 

Sadly until we are willing to agree to live up to the higher standards we want all shops to meet, and we are willing to be held accountable to those standards, and we are willing to pay for enforcement of those standards, there will always be distrust, abuse and crooks in our midst.

If you think government will help you are truly clueless. They have not helped any industry grow. Laws only affect law abiding citizens so if you think 10 more laws will make those non licensed shops give up.... You are clueless

 

 

phynny Community Regular

phynny

Posted
Posted

When I complained to the local authorities about the illegal shops I was told I was a disgruntled owner and they didnt have time to investigate the issue. Hows that for govt intervention!

Jeff why not talk to a larger establishment and as them to go with you? No offense but you a business consisting of only one person. Politicians never care about only one person, it's sad but true.

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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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