Broken car and Customer service experience
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- čas přidán 9. 05. 2024
- How you better handle broke cars. Make sure your customer understands the obstacles and options so you can create great opportunities for happy customers
- Auta a dopravní prostředky
Whaaat? Finally a video with a beginning and resolution within the same video! Please continue this! The guys in this shop seem happy to be there. Good work!
I love a good story with a satisfying conclusion.
If you have scored bearings ..mertal has circulated .. meaning can you be sure you removed all metal? .. the answer is no
That’s how shops should be. Options, honesty and integrity.
I don't think someone would bring their vehicle to this number #1 shop and not do what they say to do and say no to doing it right the first time
Bad shops is how my workplace stays busy year round. Def a double edged sword.
Can’t find honest mechanics anymore. That’s why I love watching 🎉
Disposable engines.
Marine mechanic here. In addition to the integrity this shop has is the obvious pride taken in the work as i noticed how clean it looks under the hood after completing. So nice to see someone willing to go the extra mile for a quality repair.
Good to hear from the marine mechanics! Thanks for watching 👍
Agree 100 percent
@@DavesAutoCenterCenterville on a situation like this how would you ensure there is no debris left in any of the oil ports that could later cause issues
Look at your oil flow chart. If no debris was found under the caps than it’s safe to say the rest is fine
I'm glad that engine survived, *MASSIVE* respect to that oil filter.
I wanna know the brand. My money is on Wiz/Napa.
@@NateRich318K&N white oil filter is the best
@@maximusvonce1381actually Mobil 1 filters are better then k&n I’ve watched multiple tests. Those kn filters aren’t worth the money
I bought a car with a bad motor in it. Took it apart and there was metal throughout the engine. It had a Napa pro select filter on it. Should always use the gold or wix. They’re the same thing. Mobil 1 is the best
I’m surprised it didn’t bypass dirty oil. Very lucky!
A universal, free lesson on if you hear strange noise, stop driving if you want to mitigate damage
I have 4 daughters and that is the rule!
Absolutely right. Dont turn up the radio to cancel out the noise.
@@MrRenoman2011 😁
Crazy how interesting and entertaining this channel’s premise is. Far better than just endless project car builds.
“Hasn’t been very long-two months”
😂😂😂😂
If you let problems go until something forces you to deal with it, expect carnage.
I know everyone who follows Dave’s videos probably doesn’t need to hear this, but please remind your family and friends who don’t understand cars and motors like us. The moment you hear anything “weird” or different or abnormal under your hood, no matter where you are, pull over immediately and shut the car off. It could save you thousands of dollars by simply stoping the engine immediately before things get worse.
Great advice!
Little lot of line with extended warranties Dave it depends what kind you have 90% of the time it pays to have one
@@Beachboy2112 Extended warranty companies don’t cover crap. They’re all garbage. Trust me, any time you try to file a claim on one if your car breaks down they’ll find a way to deny them. Dont buy extended warranties. Dave is 100% absolutely right. Biggest scam in the industry.
Esp. The 2006 5.4 triton
Had to learn it the hard-way😮
Wow, imagine if every professional was this informative and supportive.
Retired Cummins Diesel Mechanic here. Every time I watch your videos I'm amazed at the technical knowledge you and your guys have. I know you are proud of your team and it shows. Keep up the good work.
The color of all the components being burnt dark brown and black leads me to believe that the owner of this engine did lack of maintenance(aka oil changes). The oil broke down, causing excessive wear to the timing chain guides and timing chain guide failure. And, well, the rest is history.
Change your oil properly people
Phone time with a customer, is the best option if your a legitimate mechanic. And helps weed out the bad customer. Good job Dave.😊
Good answer......!!!!
I wish we had a shop in lower Alabama like this. I've seen several videos, as a retired tech I can say these guys are sharp and I see no questionable actions on here, you guys Rock!
What a fantastic team of guys, I've been a mechanic and worked in the Auto trade for 401 years, I've worked at 8 different shops, NONE have been this good especially to their customers.
I've seen little old ladies burst into tears because they were not told the cost of the repair BEFORE they came pick up the car. So sad to see that.
I've seen a fist fight erupt between the service manager and a customer, not pretty.
Communication all the way along the process is key.
Dave and team, you guys NAILED it!
Thanks for the experienced feedback!
wow--that guy really lucked out. I was placing my bet on bad compression not to mention the bearings, but I'm sure the customer is happy and relieved
Thanks for the master class in customer service Dave and crew!
Our pleasure!
Anybody remember the 2.6 Mitsubishi? An instant of no (low maybe) oil pressure would unload the timing chain tensioner. This would eventually break off the timing chains guides. Then the rattle of the chain on the cover is delightful. Dam thing had a balance shaft too. Ugh. Thanks for the video. You guys are the bomb!
I love it that Dave shows a little 'behind the curtain' of what goes on inside a reputable shop. Communication is EVERYTHING and a good shop relies on good service writers to be firm yet compassionate and accurate. In my 25 years as a service writer/manager - The major issues I face were mostly due to lack of communication and documentation. That being said, the road goes both ways - you have to hold customers to their word as well.
Fair piece of service. They did everything right for this customer, not waisting his money. Halleluja 😊
Will we get a video of the Mercedes with the cracked crank, please please, and the Lambo the kids brought in the other day
I feel like he just does one and done videos. There are a few ive been waiting on as well
I like the way dave explains the problems with salvage motors, i wish the service manager at the shop I worked at explained them like that. The customer supplied truck motors are probably the thing that made me rethink my choices and I left the business. Getting a random bashed, rusted motor and stripping two engines down to swap just about every part over to the salvaged one, just to have the salvage motor be a turd, or when you start cleaning up the salvage unit and discover non factory installed inspection ports on a "low mile running engine", or you pull the oil pan on the salvage unit for a looksie and its got forbidden glitter and chunky oil remnants. Unless you're inspecting and pulling the salvage motor yourself and installing it yourself, your best option is a remanufactured unit, or to have the one you've got rebuilt.
I've had a few used motors no real issues. One lasted well over 100k. LKQ will sell a warranty just as good as a reman.
Quality work and service right there. And for those who say just swap it; cars are meant to be driven, rebuild and driven again. 👍
I was given a lifetime warranty on a Toyota Camry I had. They denied it for two reasons. One of my oil changes went past the year, even though it was within mileage and tire rotation. Irony is it needed a torque converter. Tire rotations, and oil change have nothing to do with that.
A lifetime warranty on the power train?
"awwww shit" I felt that one.
Love this channel. Bring back High School shop and teach basic mechanics, problem solving, and character like this shop has.
Lord bless y’all
I really enjoy watching this show, hopefully there won't be any more 11-day gaps between videos. Those 11 days killed me.
I’m sorry I was messing around 🎣
@@DavesAutoCenterCenterville You must keep your Groupeez happy, Dave
haha
Gone fishin'!
I got out of the field after ten years because the shops I worked for were dishonest and wanted me to be part of their scam. That didn't sit well with me. It's refreshing to see such an honest and professional shop.
Dave, you record some rather original/rare shares concerning the goings on in your company and it’s MO. Very refreshing content. I smile constantly at the experience you offer your customers. To know that every cent they spend is golden! Stay blessed! And thank your guys for all of us that care like y’all do! I say you buy em all pizza or even a delicious salad from that one place that tosses em . Giradelis? We have one in Ogden and they’re so delicious and feel healthy. Keep those boys healthy! They are the solid foundation and the solution to keeping America great. We ain’t done for quite yet. You give us hope in our futures
Great idea - will do!! Thanks for the kind words as well
I absolutely love how you have people recommending you several times..
You know your a excellent business when that happens..
And speaking layman's terms to the customer on the phone..
Brilliant 🤩🤩🤩
I had one of these once, it was a 2006 with the 2.2L. The timing chain started to rattle in cold weather at 140k or so, I took it to my normal shop and they said it was fine. I decided to do it myself, so I got the cloyes kit and a new water pump along with a cheap Amazon version of the special tool for the sprocket. Honestly only took me about 4 hours in a 30 degree garage with hand tools, and the car drove another 100k miles after that. The tensioner had gone all the way out and there was so much slack the chain was eating the valve cover where it wrapped around the cam gear.
Perfect timing for this video, I am currently dealing with an Ecotec that had a timing failure and very high mileage and bent valves. The customer’s budget only allowed a used engine which I rarely do, I usually do a reman or not at all, but I wanted to help them out and take care of them. Used engine showed up and it has a broken timing guide, luckily the supplier is standing behind it and paying parts and labor to install chains and guides! Think this will be my last used engine install!
That engine sounds absolutely perfect. Just look how smooth the engine idles. Cant see any vibrations. No weird worrying ticks n rattles. Id be happy wenever my car starts.. sounds n looks like that
Straightforward, reasonable, gracious with his time, patient, competent, descriptive, firm.
The honesty and integrity are what makes me watching you Dave. Greatings from Portugal
Hello Portugal
Assertive,that word is so underrated, you tell them the truth without being rude, this channel grows on me with there service and truthfullness
Dave I don't know if you read these, but I wish there were more shops with customer service practices like yours. There are way too many dishonest shops out there. Maybe its not dishonesty, and instead its incompetence, but there are SO many shops that would squeeze every dime they could out of every job instead of working with the customer to save them time, money and aggravation like you do.
Amazing human beings Dave.
Great job!
Thank you kindly
Very satisfying to see a video that actually has a closure 🙂
Taking the time to properly explain the issues is key to gaining trust along with quality repair.
You are doing it the way all shops should do, well done Dave!
Thanks 👍
I like Dillon, he seems like a great tech. Great job fellas!!! That customer will be greatful for your money saving service.
Thanks for showing the whole story with that car not just the initial diagnosis
Just love how you talk with customers and explain everything.
My first post.
Having had my own automotive shop, worked for several dealers, and as a manufacturers field rep (retired now); I really enjoy this channel and your interaction with the customer base and your staff. Looks like a great place to work.
Thanks for sharing!
If I only knew of a Shop around here in San Jose California that I could TRUST to do what you do, I take my stuff to them. Great Job Dave, and your Technician's are TOP NOTCH!!!
I’m in San Jose too, and so far have never found a good mechanic/technician.
I appreciate that!
I do these every week. the oil filter is amazing. 12680750 kit , clean the pan. install phaser sprockets if they dont lock and send it back out for another 100,000 miles
30 years experience rebuilding engines. This channel is by FAR, the best!
Excellent communication and honest advice to the customer. Always great to see. Sadly lacking in a lot of places these days.
Great video Dave, Customers can be extremely hard to deal with. Every customer is different, you never know what your going to get.👍🏻🇺🇲
Dave loses me on the diesel stuff sometimes........this was fun to follow along with, and would have been my exact recomendations.
WHO has 40 grand for a new subcompact nowadays?
Thats called professional service right there folks gor the owner of a shop to take time and personally call the customer and inform him or her of what they found wrong and walk him through the options that is a true professional right there ! Great diagnosis and customer service Dave great job to your technicians ! If i live mear you all you would definitely be my go to shop for thing i cant fo myself ! But unfortunately we are far apart from one another i live in the Holls of Tennessee ! 👍👍
Yes Dave , we need more master mechanics like you and your son in this world🎉🛠🇬🇧🛠
If only every mechanic took the time to communicate like this man. Every mechanic I've ever dealt with either assumes I'm an idiot or talks to me like one.
You can do a compression test if you’re already pulling valve cover. Just pull the cams and you can do it w/o risk to motor. More important to me would be a leakdown and a borescope. Then price out a long block versus in-house rebuild.
Love the honesty and execution of the repair sale...and it sure helped the customer understood engines.
Best auto service channel across the board.
Fantastic customer service Dave!! 😊
Your thoroughness and integrity of informing the customer of all the options and the weight of each one is phenomenal. You've inspired me to take a road trip to see the beautiful sights of Utah and incorporate y'all as a pit stop to make sure my engine is as good as it can be hahaha
Dave, how dare you criticize the LS motors for dropping lifters! 😂
I'm impressed that engine was able to survive all that. As for the insurance/warranty companies they run the spectrum. Sometimes they just deny everything. Sometimes they just approve and sometimes they send an inspector out. That inspector can either be cooperative (they take photos say ok and leave) or combative (questions everything looks for reasons to deny the claim). Most of the time when a vehicle needs a motor the insurance company gets one from the junk yard and like my auto instructor almost 20 years ago said "you find junk at the junk yard."
Those junk yard motors are sometimes worse then the ones being taken out or have other issues that require further repair. It can be a difficult and frustrating situation for everyone.
There was one time in my career when a warranty company actually paid for a new motor and it wasn't a cheep motor either. It was a BMW E60 M5 (the V10) and the oil pan was full of rod bearing material. Basically the warranty company told the owner of the vehicle if he upgraded to the "upper tier warranty package" they would pay for a new motor otherwise he was going to get a junk yard one. The owner had to put down about 10k from what I recall and the warranty company bought a new S85 engine that cost around 30k (after the dealership markup back in 2013).
We didn't have the best engine crane (because the dealership is cheep af) I needed people to stand on the back of the crane keep it from tipping over.
So moving that v10 around like that...well let's just say you couldn't slide even a greased pee in my behind because I was that tense about the situation.
A friend of mine just bought a 2006 BMW M6 5 ltr V10 with 39 K mileage. We are aware of bearing problems when they get mileage but this one checked out good. Also ordered the BMW recommended 10-60 oil that almost nobody stocks. Ten quarts and filter were about $130. None of the thin piss 0w-20 or 5w-30 that get put in cars for an extra .5 mpg. Car is in Florida. Do
you have any insights into this high performance V10?
@@williambikash6645 Using that 10w-60 is VERY important for that engine and it's not always easy to get as you say. The oil change on that engine is unique in that it can have two different drain locations. It's easy to overfill and get that overfill warning in check control. So I usually put a little less in (about 1/2 a qt) get it warmed up, check the level on the i-drive and then add or not add from that point. What's frustrating is the i-drive doesn't always update immediately after adding oil, so sometimes you have to command it to update with the bc button or shut it off wait a few mins then check again.
Also like the E90 M3 S65 those bearing have a limited life cycle and really are meant to be serviced around 100k or so (depends). Most people don't do that but if I owned one I would look into changing out the rod bearing at higher mileage. It's not an easy job as even getting that oil pan off is quite a task (compared to removing other oil pans).
One thing that is VERY critical is that you NEVER turn the engine over backwards (counter clockwise). Turning the engine over counter clockwise will destroy the oil pump and end up ruining the motor. Aside from the motor issues the ones with the SMG duel clutch transmission can be a time bomb itself. Issues with those can be very expensive. The exceptions being just needing some fluid or an accumulator, outside of those replacing the duel clutch or replacing the transmission itself can be 5--10-15k depending on parts.
It's a unique car, a fun car, has a great sound, and when it's all working as designed it's awesome upper tier BMW type stuff.
You don't really see the oil leaks or coolant leaks other BMWs from those years had. So you're not doing valve covers or oil filter housings or expansion tanks every 5-10years.
It's just the issues it can have....are hugely expensive.
That oil filter is the MVP
I wanna be, Dave when I grow up. Wait, I think I might be older than him now. Cool dudes, all around. This is my favorite car channel.So relatable, well done.
Dave is the goat, can’t wait for the show to start airing!
Talked with the producer yesterday. Looking toward starting in October 👍
@@DavesAutoCenterCentervillemake a ford pinto...rear end proof..in the first episode...lol
@@DavesAutoCenterCenterville awsome dave CONGRATS!!!!
Dave even looks like a goat. 😎
Don't let the show change who you are or ruin you Dave!!! I don't feel like watching another Orange County Choppers.
Great through video. I wish all shops were as professional as your shop. Love how you explained everything to customer and his options he has with cost. Owner of car was so lucky with outcome of engine.
Great job
Thanks for watching!
Your attention to detail and customer satisfaction are the indicators of a successful business . Like these videos . Keep them coming.
Thanks, will do!
This was great. A beginning, a middle and the happy ending! Will watch more of these gladly Dave!
Dave gives me faith in the auto industry! Now we just need to clone him x’s 10,000 and deploy him across the country!
I'm so glad that I'm in government fleet. Our maintenance records are awesome compared to what i see with the general public.
That said, when i get a vehicle that bad, I let the boss know. I either fix it, strip it for auction sale, or swap out parts with a wreck unit.
I did a total timing job with all OEM parts in a twin turbocharger Expedition at 90K. It took me a week, but when I was done, it was quiet, and ran like new.
90k miles and needing that amount of work. JUNK
@hokie9910 Police and municipal government vehicles get a LOT of idle time. So in reality, that factor would probably double the actual mileage, had it been driven.
And if you ever want to buy one at auction, you could be getting one that is full of used up parts from other wreck units. None of that we have to disclose. Buyer beware....
Another great job! Kudos to the customer for allowing Dave and the crew to do their thing!👍
great VDO and good result for the customer. But what was really impressive here is the levels of communication going on with everybody, staff and customer.😊
Fantastic work to you and the team. After watching the rear end tune up on another video I'm seriously considering having you guys fix mine. The truck was abandoned 9 years ago and i recently got it operational, the rear end was obviously leaking at some point (axle shaft seals) and i think that ate the pinon bearing. Ring gear wasn't chewed or chattered but it's got a whine and grumble at speeds over 80. Thanks again for the knowledge sharing here Dave.
I’m not in your line of work but listening to you and how you explain everything to your customers is a huge lesson on customer interactions. If (when) I blow up my 7.3 you know I’ll be scraping every penny for some a Monster ceramic! You are really good at your trade my dude.
Dave - You & your team of mechanic's are truly AWESOME ! ! ! I learn soo much every time I watch these video's. You truly bad to the bone ❤ your style ! ! !
Wow, thanks!
Honestly Dave please don't go through with the TV show. It will change the videos. Everyone loves being able to engage with you and each other in the comments. You've got a really good thing going.
It was great that the customer actually listened to what you had to say and took your advice. Unfortunately, most people of today don't want to listen to what the person with the experience has to say and just wants to argue and spend as little money as possible. Great job Dave and crew!!!
Dave's videos explain why shops are often unwilling to do conservative repairs. The possiblity that a conservative repair is not enough will result in an unsatisfied customer and even an argument about liability.
I get it. It makes perfect sense and is probably the right way to run a business. There are situations where a conservative approach makes sense, and I guess that those situations are going to be left to DIY types now.
Yes finally 🙌 HONESTY WITH A CUSTOMER GOES A LOOOOG WAY ❤
Rare to find people like this in the industry. Keep at it gentlemen.
Love your thorough breakdowns to the customer
Best feeling after doing timing I that first start up and it doesn’t explode lol
Brilliant customer communication . That’s all people ask for honestly 👍🏻😀
Very polite explanation of the extended warranty world. 😅
Someone who has experience and honest with their customer good work.
Of all engines roaming the roads of America, there cannot possibly be more of any just barely hanging onto life than this 4cyl GM unit. Funny Dave still thinks of it as the 2.2 which I also usually refer to the platform as.
It's gotten to the point where it's a notable exception for me to find oil on the dipstick of one I come across
These 2.4l b4 2012 are useless, after 2012 savable but u MUST do timing chain intervels like a belt
@@captaintoyota3171That timing chain racket after start up if you changed the oil oil is a good way to show that to the owner lol
My old 2.2l sounded worse. Holy shit was that thing persistent to not die. An absolute unit at 348k miles. Though I ended up trading it plus cash for a 2.0l...
@@captaintoyota3171timing chains last a lifetime if looked after, at least twice the oil changes the manufacturer says and quality oil
I love this type of video. I learn a lot, especially on how to deal with giving bad news to folks.
Another GREAT ENDING! You're AWESOME, DAVE!
You rock!
Wow, very detailed, honest, thorough and professional, like all shops should be. I'm happy for the customer, as you stated, these calls usually are not good news.. Thanks Dave
Thank you very much!
Lucky that the engine was not an interference engine. Its so important that if it is and you here a timing change rattle that it goes into the shop damned quick or it will be a new engine. The oil filter did an amazing job keeping the forbidden sparkles out of the cam bearings, main bearings and the big-end bearings.
In this business, and many others, communication is number one to keep your customers happy.
Hey Dave,
Tim here, its taken me TOO long to sub, but now i am......but i'm a drag racer, so my subs are all about HP/TQ, etc... i enjoy ur way of gettin it done.....no BS... THATS why i sub'd.......nice job sir!!....and TY!!
Thanks for the sub!
BMW M62tu engines suffer from this very same issue. Usually it's disastrous for the engine when this happens. Lack of maintenance exacerbates this issue.
Very nice video you three! Certainly a lucky customer who was advised to seek your advice and services. Well done. L
You guys are just awesome. You’re a model of what good business should be.
I’m learning so much from this channel too 😊
Real professional company and workers. Worth their weight in gold
Saved another car from the scrap yard. Good work, gents.
The owner for lucky in the damage. Good job 👍
- had an educated customer with just the right amount of money to spend and a truly honest professional to save the day!
I think these days Transportation that runs well beyond the end of the payments is money in the bank .
You are a man of contrasts, BIG heart and boney knees!
Leak down tests are cool too and saves messing with hanging new timing components on.
Friggin love the 2.4. Makes me a ton of money!
Great video guys! Guy sure did get lucky