Automotive Repairs

In August, 2008, I had to get a $350 repair done to my truck. In November, the repair was done again. Then in February, again re-done.

This week I returned to the shop to be told the problem in August was mis-diagnosed. Another repair is in order. This one will cost me $800. The first repair was not necessary and I asked for a credit but was turned down.

How was that $800 determined? No, not by an estimating system.

It was determined by inputting all the information about me and my vehicle into an on-line service provider who combines that information with a database about my vehicle and the repair history for like vehicles to determine how much the shop can expect to charge me before I say no and take my car elsewhere. The system tells the shop manager how much he needs to charge to break even on the repair, and how much he can gross up the cost and still get me to say yes.

In a way it is a real time, bid and supply system. It is a good tool.

My concern though is that the service provider and the shop do not disclose to the customer that this is how the estimate is arrived at. I was able to figure out that something was odd when the estimate for how many hours it would take to fix my truck changed, when my status went from being employed to being self employed (it dropped $100). I wondered how my employment status impacted on the estimate. The manager at one shop disclosed how the system works, but the manager at another place was evasive.

Ever wonder why dealers charge so much more than independent places? Its because the dealer has so much more information about the vehicle owner that they can push up rates. That is why the guy at the computer needs so much information about you and the car when you drive in, even if all you are doing is replacing a headlight bulb. It is true that information has value!

The way that car repair estimates are arrived at should be disclosed.