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We were recently servicing a vehicle for brake work due to low pedal depression. Vehicle presented with brake pads metal to metal, scored rotors, and 2 seized calipers as well as water in the brake fluid lines.
After replacing the pads, rotors, calipers, and purging the lines, there was still depression noted. We recommended replacing the brake master cylinder. Customer agreed and part was ordered from the dealer. After installation and purging the lines several times, it appeared slightly better though depression in the pedal was still present. We advised the customer that more time was needed with the vehicle and insisted on taking the vehicle as is cause "we did not know what we were doing". Vehicle was at the shop for about 2-3 days. Payment was made so we could no longer hold the vehicle.
Come to find out, the customer is now suing for the amount of repairs though they are justified as the parts were in need of replacement (we still have the old parts).
Any suggestions as to how to proceed?
Thanks for your thoughts and input in advance.
By 5 Star Auto Spa
So we are a shop that pays our technicians hourly. We have an incentive built into the pay that rewards technicians a percentage based on performing detailed vehicle inspections that are sold but the bulk of the pay comes from a straight hourly wage. Because we pay our technicians hourly, the expectations we have of our technicians are different then say a dealership or independent repair shop that pays flat rate. When there are no vehicles to service, because our technicians are paid hourly, we expect them to stay busy. We have an extensive To Do List that we have our technicians perform during down time which consists of cleaning and maintenance tasks around the shop. The technicians are expected to come into the front office area and sign off of the To Do List as they complete each task. This helps the CSA know what the technicians are doing at what time. We have noticed that most of our new technicians that end up leaving seem to have great difficulty or dislike to adhere to this policy. I almost think they feel as though they are being micro-managed and they should be able to self direct themselves. The problem with not having a specific set of tasks for a technician during down time is that beyond just sweeping and moping, nothing of significance gets accomplished during the down time.
Are there any other shops that pay hourly/salary and if so, how do you deal with down time? I'm not sure if we just have to change our pay to flat rate with a guaranteed minimum base.......
As an independent automotive shop we service most makes and models. We recently experienced a situation where a customer brought a vehicle for a no start diag, authorized certain repairs, and did not come to pick up vehicle since additional repairs were needed to complete the job.
We soon learned the reason why was because the owed balance isn't worth the cars value. I personally believe it isn't worth the headache, time, or money to deal with a mechanics lien for a car that's worth not much.
How do you guys handle diags? Do you collect the fee upfront to secure payment of your actual time covered?
And if a customer approves repairs, do you request a deposit? Only if repairs exceeds the cars value? (Older vehicles)
Thank you all for your thoughts and opinions in advance.
I received my first charge back today. Does anyone have experience with this?
Lady came in with a Volvo that ran poorly. We pulled the code and followed the diagnostic tree. The result was to replace the throttle body. I ordered a new throttle body from Volvo. After we installed this part the customer came in and used her AAA to tow it to a local foreign car specialist to have it programmed. We pick it up from the repair shop and brought it back to our shop so she could pick it up. 3 days later the car came back running poorly again. I called the shop that programmed it to see if they could add any tips. The technician then informed me that they use generic programming and the vehicle should be programmed by the dealer. I paid and towed it to a Volvo dealer. Next day we pick it up. After payment we went to the car and it wouldn't start. The Volvo tech came out and shook some wire and the car started. We drove it back to our shop and it was running poorly. I soon realized that I have no right or desire to mess with the God awful Volvo wiring. I paid once again to tow it to a different foreign car specialist. As of late last week the car was still there. Today I receive a pre charge back from AMEX for $1,230. I have until July 4th to send them my answer.
Any feedback would be appreciated.
Marijuana is legal in my state of Rhode Island (I am sure it will help things). 2 to 3 times a week I have customers in my waiting room who stink to high heaven. This stale pot smoke is extremely smelly and lingers long after the customer leaves. How do I handle these idiots? My gut tells me to boot these inconsiderate morons out the door but lately I need the money.
I am also concerned about my techs getting pulled over test driving a car containing marijuana, which would be illegal with no pot license.
How would you handle this situation?