DUFRESNES

Up to a couple of months ago, we would ask each customer debit or credit.  If they ran a debit, they put i their pin and there wasn't a signature line.  If it  ran it as a credit, they didn't have to put their pin in and they would sign.  Why you ask if this such a big deal.  It means about 400.00 more a month.  A debit card no matter the amount of the sale, it was .25 if it was run as a credit it is a percentage such as 1.78% - 2.5%  I have been on the phone to Key Bank and to 1st Data, emails and etc.  Nobody knows anything about what could have happened except to say that is the way Visa wants it.   I have said do you suppose there will be a class action.  Just one more way to make money for our credit card charges.  According to the people in charge nobody else has this problem but me.  Funny thing Saturday I was at the plant store and I have a Visa Credit Card and it asked me debit or credit. 

Sadly, it has not been resolved.  1st she went to the BBB and we agreed with what she wanted.  Then she decided to put another on the BBB and again we agreed.  Finally the BBB closed  the complaint.  She then filed a small claims but she filed it in the wrong county.  We finally go to mediation and court in the end of May.  We replaced her engine with one that had 7000 miles less, did a timing belt for free.  Now she want more money.  We will see.  We had many customers came in to keep us up to date.

One of my flat rate technicians doesn't like to clock in.  I hand him his time sheet back and have him sign it.  Also, if they should get hurt on the job and they haven't clocked in and out for that day who's to say they were actually at work.  They MUST sign in and out.  If it continued, there must be consequenses

That is what I am hoping for.  Maybe toooooo far in the future, not sure

 

My thought and what I wanted it for was:  We use QB and all the invoices have to be put in the computer under the correct category such as Oil, Tires, Batteries, Sub contracted and parts.  If I could do this by scanning, it would still be i qb but I wouldn't need the paper kept.  If I need an invoice, I would pick it up by invoice number, vendor and or amount.  After reading all of this, I am confused, I think

We used to have an electronic time clock and before that a mechanical one.  Now they punch in and out including lunches on RO Writer.  If they are hourly technicians.  If they are flat rate they just punch in and out each day.  This is a must.  If something happens, the owner needs to know if they were even here or  ?

I want to start 1st with scanning our invoices into the computer and doing away with paper.  I don't know where to start and how to get started.  Any ideas.  It has to be fast and efficient.  Any body using them and how it works.  From looking on the Internet I see it might take a two piece of equipment.  Not sure                                           

We have a scheduler in RO Writer.  We use it for timed appointments and for everything for that day.We use our dry eraser for our 4 loaners.  This had been a real problem knowing when one was going out and then who needed one.  Seems to be working finally.

 

According to the attorney, which he is right, the BBB is a marketing group.  If you are a member, you sign a contract, that you will arbitrate a complaint and abide by their decision, at least in our city.  I used to belong for 30 + years as a A+ credited shop.  When they raised us to 800 a year from 435, I said no more.  So, in this case they can present, but couldn't hold me to a decision.  They did close it out in our favor, there was nothing more that could be done. They say they may show under your shop name the answers.  Ours would show we bent over backwards.  Below is the letter sent to her .  The other thing the attorney said was always show a paper trail.  If you have to go to court he said she said won't hold up , but written between the parties will.  One good customer came in happy with us, but had read all of the neighborhood site.  She asked my daughter, "What have you learned"  Her answer was, we should have turned it over to the insurance company and let them battle her..

 RE:  2002 AUDI A4 LIC WAALF3843 WASHINGTON VIN WAULC68E72A312706         

 

Dear Randi,

 

Your Audi A4 has been ready to be picked up Since 12/26/17 with no balance period. As of January 16, 2018  have refunded in cash at your request for your previous oil change.  Even though, we did a new oil change with the replacement engine.  This must take place immediately or storage of $25.00 per day will be added.

 

I have contacted our association attorney and are following his advice.  I  need to correct some of the details that you are writing and saying about this situation.    I have never said to anyone that we “blew up your engine”  I said it  has always been my philosophy,  if there is a chance it could have been our fault, we would take care of it.  It had been September 28, 2017 until November 18, 2017 which is 52  days later, you called and Marco went up to your place and picked up the car, bringing it back to the shop.

 

We originally found an engine with 21K fewer miles than yours of 102,975.  After checking it out, we found out it was for a manual transmission.  We then found one that was for an automatic transmission with 7000 miles less.  Both her engine and the replacement engine needed a timing belt.  The normal price for a timing belt through Repair Pal (an estimating program that is used all over the USA) was $1089-$1897.  You had agreed on November 23, 2017 for a reduced amount of $650.00 as we had the engine out.  Our timing belt includes a water pump, tensioner assembly, cam shaft seals (2).

 

You keep writing and saying that your car was a one owner car.  In fact, you will be the 4^th owner.

You had at least 50 + days to change the title and registration.  30 days is the legal time.  You had more than enough time before the car came back in our possession. 

Car insurance:  According to insurance companies, you need to have the car in your name, before insuring.  Not sure who is the legal owner.   The last owner had the car registered in Washington State.  Tracy Allred says it is hers and has posted as such in the RS Neighborhood forum.  The attorney will address that at a later date.  You, Randi, says it is yours.  Who’s is it?

 

On your request for insurance for your son, we offered you a loaner at no cost, but you declined.

 

In closing, you need to pick up your Audi immediately with no cost and a refund in cash of $75.00

This is our final decision.  Storage will be added of $25.00 per day and it will be turned over to a 3^rd party for abandonment.  

 

Tracy Allred is writing as the owner.  She needs to cease, desist and remove all undocumented claims from the next door neighborhood sylvan forum and any other sources.

 

Thank you for all your remarks.  Her last demand from the BBB was she wanted cash for refund of her oil change. I answered the BBB with I would give her cash.  They closed the case after she again rejected it and wanted more.  I called an attorney and he told me to send her a certified letter and a regular letter stating she must pick up immediately, storage would be added and if not would be given to a third party for abandoned vehicle lien.  Also found out the person slandering us on the neighborhood site is her sister.  Attorney said to write her a letter also with a cease, desist and remove all of her remarks.

Thank you for your input.  You are so right.  1st (through the BBB) she wanted her car with no added dollars and not to sign confidentiality.  So we agreed.  Why sign it when she has damaged us by her lies that was written by her friend or someone claiming it was hers.  Have no idea.  Now the BBB sent me another demand, she wants now cash only for her oil change, 4 hr inspection  shop of her choosing, car insurance for her son, fees for title and her work time.  We had offered a loaner.  Talked to Lien people and they said to give her a date to pick up the vehicle or storage will be added and that I could then proceed with lien

I NEED HELP.  I have been in business 48 years.  We had our best year ever, finally over 1 million in our small shop. I have always prided myself on our reputation.  We recently had a vehicle that had a drain plug not put back in and in return the engine went bad.  We replaced it with an engine with fewer miles. Both engines her old one and the replacement needed a timing belt.  The customer originally agreed to pay $650.00 for a new timing belt reduced price, when we put the engine in.  Finished the job and then she didn’t want to pay. We eventually said fine just pick up the car. We had asked her to sign a confidentially agreement because she had her son, sister, ex-husband and uncle  come in yelling.   She has turned us into the BBB which we have  A plus rating.  We responded with she could pick up the car anytime for Zero dollars.   We are being pounded in social media website NEXT DOOR.  It is like a snowball going downhill getting bigger and bigger.  Can’t get it to stop.  I responded on the site.  I didn’t do a he said she said.  I just laid out the facts.  I know people read what I had to say and appreciated it.  I even had a person stop in and say it took a lot of guts to respond like I did.  But he couldn’t say anything because he is a business owner and didn’t want to be attacked for it.  With all that being said we have many wonderful customers.  We have 667 five start reviews with only 8- 1 star reviews.  I know I am not the first person to be attacked like this on social media.  Any ideas would be much appreciated. If interested attached is my reply that went on the neighborhood site.   You can even call me.  503 646 2940 

randi gant.docx

We were charging $5.00 each oil change and it used to cover expenses.  They used to pick up our used oil for free and then they paid us, but now it costs .45 a gallon plus oil drained filters have to be picked up as does used antifreeze.  Every time they pick up filters it is &75.00, not sure what it is per filter.  I will have to monitor that also.

 

It is getting more and more expensive to dispose of used oil, antifreeze, filters etc.  We add $5.00 env. to each oil change.  It used to cover expenses, not any more.  Especially when you have to pump out your drains.  We have to do a test 1st then pump out the liquid and then the sludge.  What is the group doing on these issues.

Do you suppose maybe  July seems like it is starting out slow due all the days off associated with the 4th.  We were closed 4 days/  Just saying.  Got to make up for days off

 

May 2017 was our best May ever.  June was our best month ever.  We have a small place and finally made it over 100k.  The guys were working on a big steak dinner at a famous steak house.  

May was our best May in 48 years by 11%.  We hang a sales and goals every day.  We all share in a bonus and had a  company dinner out to celebrate.  They are now working on an overall bonus of 500.00 each plus a steak dinner at a really nice restaurant.  

Who are you talking to? I have owned and work daily in my business for 48 years. Not sure what your intent was. I thought this forum was to help other shop owners. If you don't agree that is one thing but you don't need to put down other owners. .

I have several questions and answers. I have been in business 48 years. Our head technician makes $38.00 flat, he flags at least 135 % and makes about 100K I have a b technician with shop duties. He makes $19.00 an hour plus 5% commission. His average work order for the month of Dec 215.00. CSR makes 14 per hour plus commission. Other Techs are on flat rate ranging from 26-30 per hour. Our marketing person makes 50K plus bonus. (to make sure we have a good car count) Service writer makes straight 8% of all sales. Hope this helps someone.

 

My question is Technicians are so hard to find. The last 3 techs we hired, said they had to give 2 week notice. Then they go back to their job, tell their owner, he raises them to what we pay and they decide to stay where they are. The last one, the service writer, asked if he got a signing bonus if he could start Tuesday. We'll see if that works. I hate doing that, but we need 1 more tech.

Christmas bonus depending how long an employee has worked for us. Less than a year $200 up to $1000.00.

We have them under our company insurance, 4 loaners. I understand it is better, maybe, under another company. We have a form that includes their name etc including credit card, driver's license and insurance co and policy. After they have used one of our loaners, the next time, we just have to have them review and sign. If you want the form we use just e-mail me at [email protected]

Our insurance charges approx 850 per car per year. Customer should pay for any damage caused by them just like if it was a rental car. .

Amen and Amen I couldn't have said it better. I am not sure why some of you always replace rotors. Don't you measure and see if they can be saved. With that said, it machines new or existing rotors to match hub as per manufacturer. Years ago, you didn't have to machine new rotors. If you check them now, they all need machining even the really expensive ones. We live in the hills and have to do it this way to ensure no comebacks.

 

 

We have older cars. We believe they should be in top condition. They must have good tires, straight body and interior must be good. The last one we bought was a 2001 Saturn. It needed headlamp, runs rough, valve cover gasket, battery, air conditioning compressor etc. one other is 2000 Taurus. It had a check engine light, needed rack and pinion, spark plugs and maintenance. They make us money. People worry more about how fast you can fix there car rather than the money. So, if they are in a loaner, things go a lot smoother. It was suggested from one of the people on another forum to pay techs and advisors just like usual, but they only charge ourselves 10% over cost on parts and a shop rate of only $45.00. That seemed fairer to all.