Tuesday, September 13, 2016

Installing Parts vs. Having Your Car Repaired Right the First Time

Every once in a while, not too often, I’ll get a phone call from some random person asking me how much it would cost to install a part. Say a starter, or struts, or maybe heater core. I know the phone call is not going to go well when they follow up with “Labor only, I have the part.” There are two things I’d like to do at this point. First, avoid this job like the plague. Second, take the time to educate this person. They don’t want to hear the expert, with over 30 years of experience, take the time to help them out; they want to hear a dollar amount so they can hang up and call the next shop. This person will call 10 shops and then choose the cheapest (most likely they will want it done yesterday as well). This person will usually have the least reliable car on the road and one that you would never want to buy as a used car.

If this caller ever let me help them, here is what I’d tell them. My first question is; why do they think their car needs that particular part? I suspect Google diagnosed their car for them. The reason I would start with this question is because I don’t want to see them spending their hard earned money on a part their car may or may not need. Auto repair is expensive, don’t make it more expensive by buying wrong parts. I sometimes think people get caught up on word association, like, if the car doesn’t start, must be a starter, or ‘I don’t smell fuel, must be a fuel pump’.

Let’s give them the benefit of doubt and say that they got it right. Next, is the part itself. Again, this is an area I’m an expert in with over 30 years’ experience. Not all parts are created equal. There are at least a few different grades of the same part, for every part. The lowest quality is referred to as the value line. This is the cheapest in cost, the lowest in quality, and has the highest failure rate. In case you skipped over that last part let me raise my voice and repeat IT HAS THE HIGHEST FAILURE RATE. The person shopping around for a low cost of installing, always buys the value line part. Can you understand how installing this part is a bad idea? This park won’t last, it will fail, and it’s only a question of when and where. Which leads me to my next point.
Value line parts won’t last, they will eventual fail. Like I said, it’s a question of when and where. If I were to install this part and it failed, I would have to charge the customer the labor over again to replace that part. The customer on the phone will always agree to that, right up until it happens. “You’re going to charge me again?” “But I already paid you for labor” YES, I’m going to charge you again. YES, you already paid me labor and I already did the job. If you want me to install YOUR part I’m going to charge every time I install it. Your warranty for parts you purchase is through whoever you purchased them from.
Trying to save money by buying  a part you think your car needs often ends up costing more than if you just brought the car to my shop in the first place and had the job done right. When we work on a car, we stand behind it, we can even offer a nationwide warranty.

In the end, no reputable shop is ever going to install a part that a customer supplies. Save yourself the hassle and just have it done right. You’ll save money, and avoid breakdowns.

Thursday, September 1, 2016

Why go to one shop

      Last week a long time customer dropped off their car with two problems to be looked at. The first was an intermittent no start/ no crank problem. The other was a TPMS light that was on. The first problem was fairly easy to diagnose because we were able to duplicate the problem and test the starting system. The second seemed like it would be pretty simple, put some air in the right front tire. The car was on the lift up in the air, my tech put some air in the tire when he felt a little movement in it. The movement was actually coming from the suspension. More specifically the lower control arm, it was worn out. When he told me about it being worn, it sparked a memory. I looked up history and sure enough several years and 40,000 miles earlier we had replaced the control arm. It’s standard that we use the highest quality parts with the best warranties. Turns out the part had a lifetime warranty. When I called the customer to tell them about it, they didn’t even remember when I did it originally. Imagine how happy they were when I told them we were replacing the control arm for FREE. It pays to use quality parts and it most certainly pays to go to a good shop for all your service. Oh, by the way, had the person gone to another shop, that control arm would have been about $700 installed. But hey, it’s only money………. It’s just yours. 

Tuesday, August 23, 2016

There is no room for guess work!

There is no room for guess work when it comes to repairing YOUR car. Just in case you didn’t read that line I’ll repeat it. There is no room for guess work when it comes to YOUR car. The only thing worse than to guess what’s wrong with your car is having that guess validated. I’m not talking about us guessing, I’m talking about the car owner guessing then wanting us to validate. Let me give an example, the car owner notices something wrong with their car, let’s just use a loud clunk when turning. They happen to mention it to their coworkers. Without fail, there is at least two coworkers that chime up that they have the EXACT same problem. A third coworker had a brother with the exact same problem as well. A quick conversation at the water cooler reals that you need a ball joint. It must be the ball joint, after all what else could it possibly be? A quick google search and diagnoses confirmed, it’s a ball joint. Now it’s time for the validation. You pick up the phone and call the shop for a price. When you ask for a price and the shop gives it to you, SHAME ON THEM. Not only did they validate your guess, they’ve done you an even bigger disservice than that. They gave you information that you used to make a decision about your car based on nothing. If the problem isn’t the ball joint (rarely is the watercooler pow-wow guess correct) but you have a dollar amount in your head to repair the problem that isn’t actually going to be the cost of the repair.
You need good information so that you can make good decisions. Nowhere in the scenario above do you have good information. Given the wrong information, guess what kind of decision you’re going to make? A good repair shop would explain to you that without a thorough inspection there is no way to tell what car repairs are needed. Sadly, there are shops out there that will not only give you a price, but they’ll give you a low price so that you have that warm fuzzy feel, they do this because they know that most likely that isn’t what the car needs. Yet so many people will bring their car to those shops because they heard what they wanted to hear, not what they needed to hear.

True story, I had a customer call me and ask for a price for a rebuilt transmission on their Dodge Caravan. They were trying to make a decision whether to fix it or junk it. Rather than shooting them a price I spent the time to find out more of what was happening with their minivan. I started suspecting it wasn’t a transmission at all. I encouraged them to have it towed in. Upon inspecting it, I found that a CV joint on the front axle had broken. The repair was going to be a new front axle for a cost of about $350. Could you imagine if I told them the cost of a transmission over the phone? A rebuilt transmission on that van was about $2000. For sure they would have junked it. If they would have called a shop for a price on a transmission they would have made a bad decision. 

Wednesday, April 13, 2016

Avoiding Bunches

Have you ever noticed that life can come at you in bunches? I know that within one month my dryer broke, my water heater had to be replaced and my microwave quit working. Funny thing I never did any sort of maintenance at all to those three appliances.  So that made last July home repair month. Since than nothing has failed on the home front (knock on wood). What I’ve noticed over the last 30 years of being in automotive service industry that car repairs come in bunches too. I noticed that trend early on in my career. Here is what I see, people who don’t take care of their car so well and tend to have to repair them more often are the ones that find themselves in the ‘Bunches Cycle’. People who take care of their cars more and follow the recommended maintenance schedule don’t normally find themselves in the ‘Bunches Cycle”. I tell the ‘Bunches Cycle’ people to keep fixing it, not because that’s my business and I profit from it, but because I know that it they weather the storm and then get ahead of it with repairs then get caught up on maintenance that they will be better off in the long run. I can’t begin to tell you how many times I’ve seen people repair their car and then get rid of it because they are tired of fixin’ it only to see the next owner say that this was the best car they had ever bought. Sure, all the repairs were done already, all they have to do is maintain it and they have a great car. 

Monday, April 4, 2016

Maintenance is (not) optional

‘So what does my car need right now?’ Is a question I here too often after telling a person what their car needs now. What they mean is ‘what does it absolutely need at the barest minimum to make it function right now’. Another words, ‘What do I have to ‘repaired’ on my car? When it comes to having your car serviced the work done fall into one of two categories. Either it’s Repairs or it’s Maintenance. Repairs are to fix what is broken, damaged, fell apart, making noise or just stopped working, it’s done to fix what has already happened. Maintenance is done to avoid things breaking, getting damaged, falling apart, make noise, or just stop working, It’s done to avoid things from happening in the future. Maintenance is being proactive whereas repairs are reactive. Repairs tend to be much, much, more expensive then maintenance. I simple example is a transmission fluid service is generally less than $200, having a transmission replaced is generally over $2000. That’s a big difference. Maintaining your car, or anything for that matter, just plain makes it last longer. Whereas constantly having to repair your car gets aggravating and expensive. It’s really not that hard to catch up on your cars scheduled maintenance and then stay ahead of it. It’s nice to be able to know what’s coming and budget for it as well. Work with your local shop and start getting proactive.  

Tuesday, February 9, 2016

To give or not to give

I’m always willing to help people out! No matter who it is, I will help those in need. But I recently had an experience that has left a bitter taste on my tongue. I was on the train with some friends and it was the weekend so the train was packed! So we’re all just talking blah, blah, blah. Then some homeless lady starts walking up and down the aisle asking people for change. Let me repeat myself, no matter what, I am always willing to help people out. So as I was getting my wallet out to see if I had any change, this lady starts screaming at everyone and cussing them out for not being willing to give her money. I immediately put my wallet away and told her that she seriously needs to calm down. I proceeded to say that most of us there work really hard for our money and are not obligated to give it to someone else who isn’t willing to get an actual job. Now, I don’t know her story, I don’t know what kind of person she is and how she ended up in this situation. What I do know is, it was extremely annoying that someone had the nerve to lash out on people for not giving her money… I still can’t wrap my head around this. I feel bad about snapping on her but I’ve had enough. On numerous occasions I would give someone some money and they would say, “that’s it?”. WHAT? Maybe I’m a little hard on people because I was taught that no matter what, you should always work hard. And if life knocks you down, you get back up and start again. No one should pull the pity card. There is always an alternative route you can take no matter what your situation is. I live for the day where poverty no longer exists. Until then, we all just have to continue working hard for all our goals and dreams! 

Natasa Lalic

Tuesday, January 26, 2016

Get Up Stand Up - Bob Marley

I think people need to realize how important it is to stand up for themselves/others. I feel as though throughout our lifetime we are taught that it is best to remain silent over certain situations rather than take action and make changes for the better. An example would be, kids getting bullied at school. Maybe the kid getting bullied is too scared to say anything back, but why should that stop others from defending that individual? Why should that stop anyone from wanting to help someone out? Do you ever think that maybe if multiple people said something, these bullies would realize how stupid they look and realize how wrong what they’re doing is? What if you were getting bullied? How would you react? And I don’t necessarily mean getting made fun of or getting beat up. Maybe a coworker keeps trying to boss you around and is making you feel little. I’ve dealt with people like this NUMEROUS times. At first, I was scared of saying anything or standing up for myself. I was scared that I would get in trouble with my manager. Then I finally decided to let go of that fear. If I were to get in trouble for standing up for myself, so be it! Because I love myself enough to not let weak individuals walk all over me. Yes, bullies are WEAK. Very very very very very very VERY weak. Let that settle into your brain just in case you deal with a bully and are too scared to do anything about it. A person who is at peace with who they are, would never try to bring negativity into this world. Someone who is so focused on bettering themselves or making a positive life for themselves, will never have enough time in their day to pick on someone or make someone feel like dirt. Bullies are negative and miserable and only want to bring others down to their level…Misery loves company.
I’m a huge advocate for love and compassion. I’m sure this won’t be the last time I bring it up. So get excited, if you aren’t already! Love yourself enough to stand up for yourself. If you see someone in need of help, don’t sit back and do nothing about it. We all have needed help at one point or another. Last but not least, if you see someone who clearly has issues, sit down and talk to them. I’m sure they would highly appreciate it and you could really help make their day.  

Natasa Lalic