mechanic woes!!
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mechanic woes!!
I had a mechanic try to slip @ $50 worth of extra charges on my bill for replacement of a tensioner and serpentine belt and it really ticked me off! I was diplomatic about it, but was sure to tell him how I didn't appreciate it. I asked for an explanation of the charges, which seems to have been hidden in the labor fee, but he had no explanation. Maybe he was afraid of losing his job or something. (PepBoys) It really sets me off how mechanics try to take you to the bank every time you choose to use their expertise. Yes, they should get paid what they're worth. We all should, no matter the field of work. But to have such a regular experience with this is ridiculous! Every mechanic I've ever used, except a neighbor of mine back in my Pa hometown who medically retired and sauces all the time is the only mechanic I've ever met that directly gave me a fair shake.
What do you all think of this? Maybe you can help me see a different view. Going forward I'll be sure to do it myself if I can. If not I'll have to be sure to have a contract for service drawn up or something.
-Tom-
What do you all think of this? Maybe you can help me see a different view. Going forward I'll be sure to do it myself if I can. If not I'll have to be sure to have a contract for service drawn up or something.
-Tom-
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Joined: Feb 2004
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From: Marengo, Iowa
It is my policy to ALWAYS advise the customer of any additional needs BEFORE doing the work, get approval, then do it. I actually got written up once for not selling enough extras, even though the dealer I was working for was high end, low mileage vehicles typically. Basically, I was to sell parts the customer did not need, and I refused to do it. Didn't know my job was to fix the car and sell them extra parts too. I realize I was in a position to notice them, but I wasn't going to push things that weren't needed yet. I didn't get paid anything extra for this either, just was expected, but the service advisors did get commission on their sales. I didn't stay there much longer after that.
The extra time will give the extra labor cost, but it shouldn't have been that hard to explain the charges. The time is set by a book that references all repairs, so that the price can be quoted equal to everyone. The service advisor has a reference so that the shop knows what to expect for time, and the customer knows what to expect for cost.
The extra time will give the extra labor cost, but it shouldn't have been that hard to explain the charges. The time is set by a book that references all repairs, so that the price can be quoted equal to everyone. The service advisor has a reference so that the shop knows what to expect for time, and the customer knows what to expect for cost.
Last edited by fellro86; Aug 26, 2004 at 10:04 AM.
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FELLRO86
Thank You! Thank You! Thank You! AN ABSOLUTE BREATH OF FRESH AIR --- INTEGRITY!!!
How impossible it seems to find today. You, my friend are to be commended! You've also outlined policies and procedures in the industry, both good and bad, that I've known or suspected for years. The fact that the young man (early 20 something) couldn't explain the additional charge probably had to do with his lack of experience. I was more than willing to pay for the necessary cost, but without showing what need was filled or explaining why it may have taken longer than expected made for an unacceptable situation.
I believe the process is too commonplace. It also may have had something to do with the fact that the early bird drop was accomplished by my wife. They probably thought it was another opportunity to stick it to a female.
(no pun or degrading note intended)
-Tom-
Thank You! Thank You! Thank You! AN ABSOLUTE BREATH OF FRESH AIR --- INTEGRITY!!!
How impossible it seems to find today. You, my friend are to be commended! You've also outlined policies and procedures in the industry, both good and bad, that I've known or suspected for years. The fact that the young man (early 20 something) couldn't explain the additional charge probably had to do with his lack of experience. I was more than willing to pay for the necessary cost, but without showing what need was filled or explaining why it may have taken longer than expected made for an unacceptable situation.
I believe the process is too commonplace. It also may have had something to do with the fact that the early bird drop was accomplished by my wife. They probably thought it was another opportunity to stick it to a female.
(no pun or degrading note intended)
-Tom-
Last edited by Dad'sTruck; Aug 26, 2004 at 10:25 AM. Reason: typo
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Joined: Feb 2003
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From: southern Md
Not only do you need to be aware of parts being slipped in that are not absolutely needed but also be aware of "flat rating" being charged and told things were done that were not, for example changing rear end fluid is a very common one. That is hard to disprove but the Mech gets the extra 4 tenths pay to do it as well as the service adviser. I worked in the trade till 82 or so and just couldn't make the money the older guys were for a couple reasons. I was not as good as they were for one, Then there is the book time on some repairs ..it makes you wonder who is doing the time. Lastly how the tower operator feeds you. If your liked you get the "better" repairs and everyone else gets the stuff you cant make much on.. Oh well off my box suffice it to say I switched trades in which I make my living and only charge what a job is worth not what I can get.
Glenn
Glenn
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From: Marengo, Iowa
The book I referred to was flat rate, but slipping in work like that which isn't performed is just dirty. Flat rate can pay good, but it can burn you too. I made some good money on flat rate, and lost some too, depends how the job went. Flat rate is kinda like a quota, and the incentive is to do better than your quota. It sets a standard for everyone, but it can and is abused. One time I can do an engine swap in 14 hours, the next may go 16, then 12. The only way to keep it fair is standardizing the rate. If it were charged strictly by what it took you, customers wouldn't get charged the same, and then the reputation for favoritism starts, and then unhappy customers start to complain. Not to mention milking the job to get more pay out of it. It takes the incentive to get it done faster if it isn't paid at a certain rate that can be beat. Warranty times certainly don't pay the flat rate like customer jobs. The theory behind that I suppose is that it's new and shouldn't be as bad to do, but that isn't always true either.
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