Pam Oakes
Car Care for te Clueless
One of the first questions our customer should have asked the dealership’s service writer is “why?” As in, “Why does my car need this repair? Take me out to the garage and show me why.”By Pam Oakes
Who doesn’t love to save with coupons?
That’s a silly question, isn’t it? But, maybe not. Some coupons get you discounts at restaurants. Some coupons discount your grocery bill. Then, there are other coupons that are just waiting to turn that big savings into a big profit at your local auto center.
Business is business. It doesn’t matter if the business is a big auto center/dealership or a small service center, they are there working to make a profit. And, that’s ok. That’s what it is all about. But, there is always a bad apple or two that spoils the bunch. It’s those shops who pass out oil change coupons at deep discounted pricing that also pass out huge repair estimates to make up for the deficit.
For example: I have a customer who was given a “Happy Birthday” post card from her vehicle’s manufacturer. On the reverse side was a coupon for a “free”, birthday oil change at the dealership. But, this coupon turned out to be anything but “free”. In a nutshell, the service writer came into the waiting room to talk to her about the car’s faulty oil drain plug. He advised her that the threads were “stripped” and it ruined the drain pan, as well. He continued to explain, there was engine oil all over the bottom of the vehicle because of the damaged drain plug. Her “free” oil change would cost more than $300.
Stunned, the customer approved the repair.
She paid for her car rental – based at the dealership – and went home. Reflecting upon the morning’s events, she went out to her empty garage. Seeing no signs of engine oil on her garage floor, she called the dealership and told them that she wanted her damaged parts back when she picked up her car.
The next day, she picked up her vehicle and the “damaged” parts that the dealership removed. Not only did myself, two of my Master ASE techs, but another, reputable shop confirmed her suspicions. There was no damage to the drain plug/oil pan; there was no oil-covered undercarriage of her vehicle; therefore, there was no need for a repair.
If our customer would have gotten a second opinion from a reputable shop, she would have saved herself the aggravation of recouping her loses. Even if it means – like in her case – having the vehicle towed. Your piece of mind is worth more than a tow bill, isn’t it?
That’s why it is so very important to have a great relationship with a reputable repair facility. It can be big. It can be small. Just make sure that they know their stuff. Look for the ASE Blue Seal Shop symbol at their front door. Don’t see one at your local facility? Ask them. Ask to see the techs’ credentials. Ask a lot of questions about how they repair vehicles, etc. Remember: There is never a stupid question. There is, however, a ton of stupid assumptions running amuck out there. So, don’t be afraid to ask. If you don’t get a straight answer, find a reputable shop that will provide you with the answers to your questions.
One of the first questions our customer should have asked the dealership’s service writer is “why?” As in, “Why does my car need this repair? Take me out to the garage and show me why.”
The second question is: “How?” As in, “How is this going to affect my vehicle’s performance? How is this going to affect my wallet?”
And back to that second opinion. Don’t be afraid of hurting anyone’s feelings. Just do it. And if your shop was correct and it needed the repair, your second opinion check just validated what an honest shop you are dealing with. If it didn’t need the repair, it’s time to find another repair facility.
Remember: It’s all about you becoming a savvy car care consumer…and keeping money in your wallet.
Pam Oakes is a ASE-certified auto tech, national radio host and automotive author of Car Care for the Clueless