just lost my temper with an auto shop - PeachParts Mercedes-Benz Forum

martureo · #10 09-08-2012, 09:14 PM

Man, this is the main reason why I ran from the auto service business as soon as I could. I used to be a service writer for Pep Boys (yes, I know

).

In every location I worked or had association with there were writeups and repairs for things that never had to be touched.

The very worst I saw was seeing another service writer scheduling an oil change, four tires and an alignment on A CAR WHICH WE HAD JUST SERVICED FOUR MONTHS PRIOR. I had it in for an oil change and alignment prior to this service and recognized the car on the ticket.

The service writer who convinced the owner (the wife this time, the husband brought it in before) decides to upgrade the oil change to synthetic, do a brake inspection, replace the wipers, do a battery service and charge an hour diagnosing a "tick" he apparently heard the engine making.

Now it's my job to have her pay for the work and pick up the car (next shift). She's trying to figure out why the bill was so high, and I explained what was done. She shrugs her shoulders, pays and leaves.

I get the husband back in the shop right before we close. Thankfully the previous service writer had stepped back in because he'd forgotten something. After getting the service manager involved we found out that the service writer had never looked at the car before it was pulled into the bay. Old tires had PLENTY of tread, oil was just changed by the owner the week prior, brakes had plenty of meat and no noise, and alignment was just done four months ago (the tech said nothing needed to be adjusted anyway).

It got even better when we found out that there was NO OIL IN THE ENGINE, which turned out to be the "tick" that the service writer tried to have diagnosed.

We ended up refunding everything but the cost of the tires and hoped he didn't decide to sue us. Even gave him back his old tires. I never saw that car in the shop again.

And the service writer got a slap on the wrist.