Customer brings in high-mileage Camry, is told repairs could be expensive and might not fix problem, agrees to have work done and then demands a refund…

I own a shop in a small town and have a great reputation. Recently we had one of our regular customers bring us a 2000 Toyota Camry with over 200,000 miles on it. The car would sometimes stall after driving on the freeway and coming to a stop. Attempting to diagnose the problem, the only […]

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Customer requests refund from shop after much confusion and learning part should have been covered by warranty…

… What would you do? A multi-store shop owner sends in the following situation: We recently had a 2015 Ford F150 V8 with 46,000 miles brought into one of my shops with a check engine light on, as well as a drivability problem. My technician ran the codes and then found a technical service bulletin […]

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Customer requests a refund after paying a diagnostics fee and later claims the shop should have known what the problem was…

… What would you do? An electrical specialty shop sends in the following situation: I had a regular customer call requesting us to fix an electrical problem with their motor home. The complaint was that the house batteries would not charge when the motor home was plugged into a 110-volt socket or when the generator […]

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WHAT WOULD YOU DO: After a technician willfully damages a vehicle…

After a technician willfully damages a vehicle’s fender shrouds, the customer demands cash in the amount of the factory list price… What would you do? A customer comes in with a 2003 Chevy Suburban for some routine service work and rear shocks. The following Monday, the customer calls to complain about holes being cut into […]

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WHAT WOULD YOU DO

Two employees ask for overlapping vacation days during a busy holiday season. But the employee manual prohibiting it is clear… What would you do? A shop owner from Chicago writes: How do you balance what is written in your employee manual vs. the needs of your customers and your employees? My employee manual states that […]

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WHAT WOULD YOU DO

Customer claims he was offered an OE part instead of an ‘OE-equivalent part’ and complains he could have gotten the part cheaper … … What would you do? A first-time customer, who was referred by another customer, came in with a Nissan Pathfinder that had a driver’s window that wouldn’t work. After removing the door […]

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What Would You Do?

Customer on family vacation wants shop to pay for cabs and room rentals after motor home breaks down after repair… What would you do? A customer called the shop with a motor home that didn’t have working brake or taillights. He was on day three of the family’s vacation and traveling north. The shop agreed […]

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WHAT WOULD YOU DO?

Customer wants a free battery because shop tested and charged it and said it was OK, but then later found that it needed to be replaced … … What would you do? A customer had her ’95 Nissan pickup towed in to our shop and said, “The truck sits a lot, and it won’t start. […]

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Customer complains of brake noise three times, has brakes replaced elsewhere and then requests reimbursement …

… What would you do? An ASA member writes: I have a customer who has spent thousands of dollars with me during the past several years. Eighteen months ago, we installed genuine Toyota brakes on his 4Runner. A month later, the customer returned to my shop complaining about brake noise. As standard procedure, my techs […]

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What Would You Do

When a service adviser tells the customer a shop tech made a mistake that’ll mean replacing a transmission… … What would you do? One of our customers came in with a late-model Toyota Camry for some routine service work. Even though the car was only a couple of years old, it had more than 100,000 […]

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When a customer requests a refund for her inconvenience after the shop replaces a damaged gas tank … … What would you do?

The following scenario was sent in by Andy Daniels of Frank’s Automotive in Tulare, Calif. “A first-time customer had her 2008 Hyundai Sonata V6 towed in for a no-start condition. We ran several tests and determined that the fuel pump needed to be replaced. “After 125 miles, the vehicle was towed back to our shop, […]

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