Did repair shop take car owner for a ride?

When I reviewed the invoice, I saw they charged me for nearly eight hours of labor time. Their explanation regarding the difference between the 3.75 hours of actual labor time (which they agree is the actual amount) and the nearly eight hours of labor time charged is that they don’t charge for actual hours; rather, the dealership charges work hours based on what their system tells them they should charge for each job.

Besides that, I also questioned how their system could charge an hour’s worth of work for minor things like flushing brake fluid, etc.

They indicated this is an industry practice. They have refused to refund me the $400 difference.

I believe it is a fraudulent business practice to advertise a billing rate and then simply charge whatever number of labor hours they feel like, regardless of the actual hours worked.

: When you asked Northside Toyota about the apparent time warp hovering over their repair shop, you were told this is done to protect consumers from paying more if they get a less experienced, slower mechanic. We thought that sounded odd, but sure enough, there is a provision in the Illinois Automotive Repair Law that allows auto repair shops to bill for labor in this way. Under the law, repair shops can use a combination of “industry standard flat rate (time) manuals,” actual time worked or the condition of the vehicle in determining labor costs. Northside Service Director Bob Heath told us their method “was clearly within industry practices and standards” and contended that you would have paid the same or more at an independent shop.

The law says repair shops must disclose to the consumer how the charges will be calculated. They can print it on the estimate or post a sign in their facility. You told us you didn’t get a written estimate because you authorized the work over the phone, and you don’t remember seeing any signs indicating anything about a flat rate. (It seems to us that this could all be avoided by explaining the policy to the customer and having them initial something indicating they understand it.

Auto Repair Estimates - Selling The Job To Your Customer

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by Donnie Smith

We have been discussing how to write an auto repair estimate.  We’ve reviewed how to treat the customer. Now let’s get down to what is going to make or break you as an auto estimator.

It’s All About Sales:

Many auto estimators understand that a big part of their job is to provide stellar customer service.  I don’t think there is a question about that.  However, it takes more than being a nice guy.  An auto estimator must wear many different hats and one of them, or perhaps the most important is to be a good salesperson.  Let’s face it, “nothing happens until the sale is made.”  If there are no sales, there is no business!  I know estimators may not like the thought of being a salesperson, but if you want to be a top performing auto estimator and bring a lot of jobs in for the shop, sales it is.

My Shop Sales Itself :

You may have the nicest shop in your area with all of the latest and greatest equipment, a comfortable waiting room with all of the extras, properly trained technicians, and provide excellent customer service.  However, this may not be what the customer considers when he or she decides where to have their vehicle repaired.  Sure, I agree that these things are important and it may help influence the customer to use your auto body shop, but don’t assume the sale has been made.

How Does This Benefit The Customer:

If you think about it, a nice facility does not really benefit the customer.  What if they think, this business is doing so good, they don’t really need my business!  Then they decide to help out the little guy…because they feel like they are making a difference or helping someone out.  So if you are the big shop, you need to let the customer know and feel their business is needed and will be appreciated.  You will also need to convey how doing business with your body shop is going to benefit them.  If you are a smaller shop, the same principles hold true.  For example, you may have the latest frame machine and measuring system; however, the customer may not understand what the benefits of that are.  They don’t really care if you spent xxx amount  of dollars on this equipment.  They want to know that by using this equipment, their vehicle will be repaired back to the factory specs and back to the pre-accidental condition so they do not have to worry if it will drive correctly or not after repairs.  They want to know that their vehicle will react the way it should if ever involved in another accident again to keep them and their family safe.  Then perhaps, understanding that you have the equipment to assure this is done properly and you have trained technicians to perform the work is a benefit.  So don’t sell customers on your business without conveying how it is going to benefit them.

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