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Steve K.

Reedley, CA

GMC Sierra

03/08/2013

Verified Customer

price quote misleading

I was charged $90 for them to analyze what I had already told them the problem was. The quote was $140 parts & labor, I was charged $252. Not happy.

Not Recommended

Bill & Mari W. from Reedley Automotive responded on 03/12/2013 01:13 PM

When Steve came in he had an issue with his vehicle, his statement was "my truck's pressure gauge is at 80 psi all the time". He said that he thought that it was probably an oil pressure switch and he wanted us to install the part. We explained to Steve why we would still need to perform a diagnosis on his vehicle and we gave him a diagnostic check out of $130.00, which he authorized. Again this was for a diagnostic check out, which it clearly states on his estimate copy that he signed, not an estimate for parts & labor. The customer may not realize why it's important to perform a diagnosis. There are two primary reasons for performing a diagnosis. The first being that there could be other things going on with the vehicle and unless a proper diagnosis is performed you could be failing to address the correct issue or even the whole issue. This is what happens when people don't take the proper steps to ensure they have a complete picture of what’s going on. The second reason is because the Bureau of Automotive Repair (BAR) requires it. They want to protect the consumer and the business owner. The BAR says that we as the business owner cannot just put parts on a vehicle even if requested by the consumer, until a proper diagnosis is performed. That way the customer is assured that their vehicle will be repaired correctly. The customer may say this is what I think my car needs but more times than not that is not the case. In Steve's case we performed the diagnosis. The following is what we noted on his invoice: "I checked for codes and there were no codes. I performed a gauge segment test and the gauge would sweep from 0 psi to 80 psi when commanded. I checked the scan tool data and the sender was indicating 128 psi and the gauge indicated 80psi. I checked the wiring out to the sending unit and it did not appear damaged. The sender has a good 5 volt reference. The sender ground was good. I checked the signal wire out to the cluster and it tested good. If I jumped the signal wire to the 5 volt reference the data displayed 150 psi. At this time the wiring to the oil sending unit tests good and the gauge in the instrument cluster tests good. The oil pressure sending unit is bad". At this time we called Steve and let him know what our diagnosis concluded and his comment to us was " OK that's fine, go ahead and fix it", which is what we did. When we were done we called him and he came to pick up his vehicle. We were surprised to find out that he was upset. He could of at anytime said he did not want to have us do any of what was performed but he never did. He authorized the diagnostic check out and he authorized the repairs. When completed Steve was charged: $52.80 to install the switch, $100.76 for the part and we discounted the diagnostic check out from $130.00 to just $90.00, for the time we spent on his vehicle. Our position is if you do the job the right way you can know beyond a shadow of doubt exactly what is wrong and what needs to be done to fix the issue. Steve's particular year and make is known for having gauge cluster failures. Since we did the proper diagnosis we were able to say with 100% assurance what was needed to repair the vehicle. Again we notified Steve of our findings and he authorized the repairs. I hope that Steve will understand that we are just doing our job. Doing what we know that the BAR requires of us and doing what we know is the right way to do the job. In the future we will continue to do our job the way we are required and the way we know is right.

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