Why No "Money Back Guarantee"?

@shadowfax‌ Sometimes auto repair is a process, a “let’s do this and see what happens.” And when that’s the case I explain why. Other times it’s plain and simple. Car stops running at random times, scan tool shows loss of RPM signal. Testing with appropriate equipment shows erratic crank sensor signal, then signal loss and stalling. Car cranks but will not start, when crank sensor signal returns car runs. Simple, easy, and guaranteed.

The problem with many of these people is they find it appalling that I charge $100 “just to look at the car.” That’s expensive. The other place does diagnosis for free. Yeah, the place that took $700 of your money and left you with the same problem. And I’m the expensive one.

And thank you by the way for the compliment.

Which works better @MikeInNH ?

When I walk in with Jeans and tee-shirt. Luckily - it’s rare our cars ever need service I can’t handle at home. Usually state inspections.

@asemaster I’m fine with a process if the mechanic is up front about it like that. In my specific example, the mechanic said “It’s your distributor. Replacing it will fix the problem.” It didn’t. Then “It’s your fuel pump.” It wasn’t. And I know red flags should have been going up when he was bouncing from spark to fuel without showing evidence for why he thought either, but at that point I didn’t know anything about car repair. After I learned, I figured out it was an intermittently sticking injector (DPFI) that would have been a cheap fix.

I had another instance with my Acura when it was still under warranty. “warped” rotors, 2 days after I bought the car. They futzed with it, turned the rotors, it still shook. I suggested they look at the hub. “No no, can’t be that.” They ended up keeping it for 3 weeks while I drove a loaner (hey, cool, less mileage racked up on my car :wink: ) and at the end, finally looked at the hub. Yep. It’s the hub. Fortunately, all that was warranty so I didn’t have to pay, but it was an example of the unfortunate fact that some mechanics today rely on computers to do all of their diagnostics, and since there is not a “hub out of true” sensor, they were lost - and it’s those mechanics who will bleed customers dry replacing random crap until they finally, entirely by accident, stumble on the part that is actually bad.

And you’re welcome (and I feel for you on the customers who think $100 is an expensive diagnostic fee, but customers in any field tend to be clueless).

Troubleshooting automotive problems can be difficult. It’s kind of like seeing a specialist for a bodily injury, the signs aren’t always clear. I don’t want my mechanic or my doctor making diagnostic decisions based on what it takes to cover his money back guarantee. That kind of thing can cloud your thinking.

I’ve never asked for my money back unless the work was done in a shoddy manner, but I usually compromise and they fix the problem for no additional charge. I have pushed the issue on A/C repairs though. If a shop charges me to evacuate and replace the refrigerant, and their repair doesn’t fix the problem, I’m not letting them charge me twice to evacuate and replace the refrigerant when they take another wack at the problem.

I worked for over 30 years in a contract defense plant, on both commercial and military avionics. At first, the equipment we sold had what we called “monitor” circuits. If a circuit failed, it alerted the pilot to an unreliable piece of equipment. On one project, monitor circuit failures were a full 50% of all failures.

When they went to embedded microprocessor units, the self-diagnostic operation was called, self-test.

By far the worst problems were intermittents. If we hadn’t had contracts for service, some of those intermittents would have cost the customer a fortune. And, with avionics, one must be very careful about writing NTF (no trouble found) on the paperwork and sending it back.

When I bought my 2002 Sienna, that was my first OBDII car, and I was nervous about it. Then, once I realized what OBDII was, I said, “Hey, I can do that. It’s the same as self-test in my work.” Except, of course, in the avionics I had access to the software listings so I knew exactly what self-test was doing. In OBDII one really has to dig to figure out exactly what it is doing.

Eventually, I had an intermittent Evap problem. I knew from personal experience that intermittents like that could bankrupt me very fast, unless I was lucky enough to get a mechanic who had learned over the years exactly what could cause an intermittent evap problem. After doing all the usual stuff with the gas cap, I just waited and kept recording problems as they occurred. In some cases, it would go months without a failure.

Finally, someone on Sienna Chat reported the exact problem with the solution He had two Sienna’s so swapped parts until the problem moved over. It was probably self-actuating valves on the canister assembly.

I took the car to the McAllen dealer, and signed a waiver of guarantee, and had them replace the canister. I was happy to take responsibility for my decision, using my own money, much as for over 30 years, I used my employers money to learn.

Years have passed with no further failure on the canister.

When I posted this tale here at that time, someone said if he was told what part to replace, he’d hand them his tool box and tell them to replace it themselves. I think I told him what I’d do with his toolbox, heh, heh.

It was my money, and while I realize a mechanic may have confidence in his troubleshooting abilities, well, it was an intermittent and I certainly knew how hard they are to troubleshoot, even for the best troubleshooters. And, as i said, it was my money he was going to be playing with, not his.

@asemaster when it’s a problem that you need to spend some time diagnosing before just throwing parts at a $100 fee might not sound so bad but in our case a few years ago we had a TSB for the car that was the exact same problem we were having but the dealer was going to charge $100+ just to confirm that the TSB was right. Dropped by the same independent shop that we have been going to since around 1993 and after a short drive confirmed that the TSB applied and fixed the problem for $80 including labor.

It’s the same reason why when you visit your physician or your lawyer you won’t see a sign guaranteeing specific results. Or results in a given time frame. There’s just too many unknowns in those professions, just as there are too many unknowns in the auto-repair business. The responsibility of all these businesses is to act in a professional and responsible manner, to possess and use the needed skills to access and address the customer’s problem with the best practices available, and to continue to do so until the customer is satisfied with the result.

So I take it the consensus is “B”, that guaranteeing diagnostic ability would bankrupt a shop.

“So I take it the consensus is “B”, that guaranteeing diagnostic ability would bankrupt a shop.”

Only the shops that the industry would be better off without.

@wolyrobb‌

Well, it seems to me your regular shop fell into the “free diagnostic” trap, where they were afraid to lose your business because you were unwilling to pay for an evaluation of your symptoms and whatever inspection was needed to determine the cause. This process normally includes a search for any applicable TSBs or recalls. Your shop pays the mechanics for their time, pays a monthly subscription fee to access these TSBs, pays dearly for the diagnostic equipment to test your car. Is the shop not entitled to charge you for these services as well?

“Only the shops that the industry would be better off without.”

I infer from this that your shop has an advertised diagnostic guarantee. How is it stated? If it doesn’t, then I take it you would prefer that yours and all shops did have such a guarantee.

I don’t know what hairs you’re trying to split here but our invoices clearly state “All work warranteed for 12 months/12,000 miles unless otherwise noted.”

What more should it say? Why is a diagnostic guarantee any different from a repair guarantee or a maintenance guarantee? Work is work.

I say “Your car won’t start. It needs a crankshaft sensor.” How is that any different from saying “Your brakes are grinding. You need pads and rotors.” or “Your water pump is leaking. You need a new one.”?

There are of course gray areas. A car gets towed in to me as a no start. Customer says the car was running fine and just stalled. I diagnose and replace a bad distributor. Test drive the car and find a clutch slipping. Customer freaks out that the car needs another $700, wants to know why I didn’t tell him that before. Somehow this gets turned into me not doing a complete diagnostic on the car to find all the issues wrong with it.

My issue is with the shop that takes in a car with a misfire and sells a tune-up, then a coil pack, then an injector, then sends the customer to me because “they’ve done all the diagnosis they can.” Clearly they don’t guarantee their work, and I do believe that the industry would be better off if these places closed their doors.

But I can’t do anything about how other places are run. I can just do the best I can for me and mine.

“Why is a diagnostic guarantee any different from a repair guarantee or a maintenance guarantee?”

Believe me, I applaud your approach and wish it were common. But given the complaints seen on this site and many others that are similar to your “car with a misfire” example, few shops actually guarantee diagnostic work.

@asemaster the dealer missed an opportunity to make a loyal customer happy, the regular shop offered to fix the problem for $80 but felt that the repair should been good-willed under warranty since it was the factory’s error to begin with that caused the problem. 2007 CRV with noise from the rear Diff, Just out of warranty when the noise appeared. Dad just wanted it fixed so happily paid the regular shop rather than drive out of his way to maybe get it fixed for free (from an earlier phone conversation that didn’t seem like it would happen without a fight)
We’ve never been charged a flat diagnostic fee at the regular place. But they have refused to charge us for a few really simple repairs that we would have happily paid them for (sticking throttle body was fixed with a can of spray cleaner out in the parking lot in about 5-10min,no charge) That was for a previous car and even after replacing it with a brand new car we still go to them for oil changes and other services. If their prices on Tires were a little cheaper we’d buy those from them too (a new service they are offering) This is the shop we’d always go to for a 2nd opinion when the dealer would try to sell us some repair or service and always offered a better price,or said that it needed doing but could wait until the next oil change.

This same shop has had us drop off a dead vehicle and spend quite some time figuring out that the wiring harness under the battery had battery acid eating part of the wiring away. The van would only run for a few seconds then you had to restart. I forget exactly how much labor was involved there. They’ve had to try to make the most unreliable vehicle we owned work.

They wouldn’t have lost our business for charging a reasonable amount of labor for the diagnosis but after the dealer quoted him $100 for a diagnosis plus whatever it would have cost in parts/labor dad decided to stop by the regular shop for their estimate. The excellent service is why we keep coming back and giving them all our repair business.
This shop has always treated us fairly and honestly. We’ve had to go back to fix a problem only once (cut plug wire with a shoddy attempt to cover it up) after paying up for a detailed inspection $90 worth of labor. The shop manager who is the mechanic we’ve been dealing with since day one replaced all the plug wires for free since the misfire on the way home from the shop turned into only 3 of 4 cylinders working the next time we tried to drive the car.

We go back to this shop every time because we know we’ll be treated right and the problem will be fixed the first time.

Money back guarantees are for services like carpet cleaning and landscaping. When it comes to my mechanic and my doctor, the quality of service heavily depends on the information I give them. That’s why it’s important to maintain a good professional relationship with doctors and mechanics, because the better you are at giving them information about your symptoms, the better they can do their jobs. My landscaper and my carpet steamer might rely on feedback about whether I’m satisfied, but they should be able to provide good service without me telling them what is wrong, and what problem I want them to resolve.

That’s the problem with offering a money back guarantee for automotive diagnosis and repair. The customer often gives you bad information, or makes your job harder than it needs to be by pointing you in the wrong direction. It’s like a patient who goes on WebMD, diagnoses himself, and then gets upset when the doctor wants to do x-rays anyway. Even if you both arrive at the same diagnosis, the doctor needs to do x-rays.

There’s a lot more to pricing at the dealership than the public understands, or frankly needs to know. In the case of your CRV, I assume your rear diff was making noises on tight turns, a problem easily remedied by servicing the diff using only Honda Dual Pump 2 fluid. I too think $100 would have been a little steep for this diag, but certainly generating a work order, test driving it to verify the complaint and searching for applicable TSBs isn’t something that should be done for free, at the dealer or the independent shop.

You’ve found a good honest shop. Seems like that’s hard to find these days. Stick with them and tell your friends and coworkers about them. And bring cookies at Christmas time. Lots of cookies.

Due to circumstances, I was recently left no alternative but to take my car in for service. I had one experience with a local shop that basically sells tires but also has a fully staffed garage. They appeared competent and trustworthy in my prior dealings with them.

One of my cars was exhibiting classic symptoms of a bad front wheel bearing. The noise got worse on left turns and disappeared on right hand turns. Conventional wisdom would say that the right hand bearing was bad as it made noise when that bearing was loaded. I have followed this rule many times in the past and successfully repaired quite a few bad front wheel bearings.

I had a chance to jack it up and do some preliminary checks. Nothing seemed out of the ordinary with either front bearing. However, I did not have the time to do the work myself so I took it in to this shop mentioned above.

I gave the shop my input and that I felt the right front bearing was bad based on the symptoms.

To their credit, they performed a road test and called me back with the diagnosis- left front wheel bearing is bad.

We had a bit of a discussion going back and forth about symptoms matching diagnosis. They assured me they had used their mechanics ears and the left front bearing was indeed the culprit. OK, do what you have to do.

They called back after about 6 hours and informed that the left front bearing was seized in the hub and would not come out. They had been working on it off/on for hours and letting it soak in between. The next steps would likely involve heat and potentially breaking things to get it out (clip, ABS sensor etc). The clip was no big deal but the ABS sensor was quoted at a price equivalent to the full dealer cost. To be fair, these guys do not screw around with cheap aftermarket parts and I’m more than OK with that. However, the idea that parts may be being broken to access the wrong bearing was still stuck in my mind. The guy had previously stated that the unloaded bearing would make noise…but this was contrary to both what you can find as conventional wisdom and my own prior experience.

So we had a bit more discussion about how confident were they this was the offending bearing. In the end, I asked; if this turns out not to be the correct bearing, what then? It would be no charge and they would fix the other one and only charge me for that side. Needless to say I was taken aback. No one had made such a promise to me in the past. Great, good luck and do what you must to get it fixed, I trust your judgement.

Meanwhile, they ordered all the parts they might break doing the job including the ABS sensor. This was Sat afternoon. Monday afternoon the parts arrived and they resumed work on it. Got a call that evening, success! they were able to press it out only breaking the clip so no need for the ABS sensor. Quiet as a church mouse. All this extra effort and they held to their original labor estimate!

I learned a number of things:

  1. They saved me a boatload of work by correctly diagnosing the offending bearing. Imagine if I had suffered through all that grief on my own and it wasn’t fixed? They considered my input initially but did their due diligence in checking for themselves. I am very thankful for that.

  2. They offered to absorb the costs if their diagnosis was incorrect. This earned them a future customer for life (when necessary) and a boatload of recommendations to everyone I know.

  3. They only replaced what needed to be replaced. The ABS sensor went back, no charge to me. Even though they suffered a bunch of labor hours above and beyond the norm, they held to their estimate. I would have been OK with some additional charge to compensate for their time.

  4. There’s a reason their shop is packed with work…

4. There's a reason their shop is packed with work...

That shop is known as a keeper.

It’s amazing that other shops haven’t learned from this guy. Gee - if you’re honest…you’ll have a shop packed with work. What a concept.

Ase, we no longer have any shops in my area that’ll do diagnosis for free. So if someone says that in my area, they’re full of bologna.

I’m totally with you on this. I have no problem whatsoever with paying a minimum fee (usually an hour’s shop time) to have the car looked at. Far too many people would use the shop’s expertise, bay, and equipment (by virtue of the mechanic diagnosing the problem) and then decline the repair work and go home and do the repair themselves. And then, if the repair doesn’t fix the problem, they’ll even blame the shop whose services they stole.

@asemaster That was the problem, but since it cropped up just barely out of warranty, our guy felt it should have been good willed under warranty. We’ve sent everybody we can to this shop,including a friend with 4 Toyota’s and a MX-5. We don’t expect free but we do expect not to feel taken advantage of either.

A previous regular shop was bought out by someone who we felt didn’t have the same skill level as far as VW Diesel’s were concerned. Spent $250 in parts and labor for a no-start problem and they called us at the end of the week they had the car, claimed it starts right up. 4 Attempts later it started and we were able to get it started for about a week and then we were back to square one. By then we were ready to buy the new car anyway. Only Kept the VW going until we saved up enough to buy the new one.