big respect keith you could charge her and let her deal with the dealer herself. its nice to see you as a technician and owner to stand up for a customer.
I'm an appliance technician and get paid per job I do and when I make a mistake you best bet that I will always make it right to the customer whether it cost me or not. That's just the right thing to do. I can't believe businesses are still doing this with the internet reviews out there. Customers also need to do their research on the service centers where they're buying their products from. People understand humans make mistakes and will willingly update their review if you do the right thing. I think the technicians that are humble and admit mistakes should be a requirement to getting hired and the I don't make mistakes technicians that are making every industry look bad need to change or get fired. To many industries getting a bad reputation from these people causing customers to not trust us anymore.
Standing behind your work, is totally unheard of these days. I've know of dozens of people, who have brought their cars in and have had the parts canon thrown at them. You are definitely an exception to the norm.
They installed a new gasket, that sits below the lower runner. They were the last one in there. That means they took out "a" lower intake manifold and put one back in. It doesn't matter who supplied this lower intake manifold, they messed with it and they left that brass part in there. Their fault, they solve it or pay for it getting solved.
it would take a whole 10 minutes for the service manager to pull the records and check with the tech. if i was the service manager i'd be right over to your shop to get your side and inspect. thing is everyone needs to learn from a mistake. when you deny and put off no one learns. and the customer is the one hurt.
I no longer trust dealers. I took my E350 to them for a startup rattle, they charged $3800 to replace left intake VVT, chain tensioner. After picking up car, it showed no change in condition. Returned car, they first said water in oil despite car not losing water and oil analysis showed no water or coolant in oil with only 500 miles on new oil, at that time. Then they claimed unapproved oil despite showing MB approval on the oil bottle. It was the look of the oil, Liqui-Moly 5w-40 Molygen, it has a green tint when new, after a while the green color fades, it's a UV dye for leak detection. Then claimed oil pressure not building fast enough. I can confirm that, but after changing to MB oil, no change in slow oil pressure. This engine has a two stage oil pressure system, a diverter valve to lower oil pressure for EPA mandates on fuel economy. I unplugged the solenoid, and oil pressure builds as soon as car is started. Engine is quiet now and runs cooler. Before would have a lot of heat coming from under car after driving and cooling fan would sound like a bi-plane about to take off. Scan tool confirms coolant is 20 degrees cooler with low pressure diverter valve closed, or unplugged. Expensive lesson, but stealership unservice departments are run by used car sales people and con artists. No refund, they blamed me for failure.
Fantastic customer service calling the dealer directly rather than making the customer do it. I feel like you’d have a hard time finding that from most shops.
Perfectly documented. Imagine how much more frustrating it would be dealing with that obtuse fella on the phone if you didn't have solid details and evidence. Looking forward to part 2.
Great of you for standing up for people who can't don't themselves. Lots of places try to screw customers over when they dont know much about cars. Its also impressive that you stand behind your work when you make a repair. Many shops just slap parts and charge customers even if the car isn't fixed they wnat more money.
I would guess someone used a power tool and over torqued and damaged that intake. I remember a 6.0 powerstroke come in with misfire. Had been at another shop and they had the intake off, but couldnt diagnose the misfire. So the said go see Palmer. Anyways found a small bolt embedded into the piston. Other shop washed their hands, and I had to put a piston in the truck.
Hey Keith, this situation perfectly illustrates the importance of documenting the work performed on a customer's vehicle. Instead of just writing one-liners like "R&R," detailed documentation can make all the difference, especially when unexpected issues arise. Communication with the customer is crucial. There's simply no excuse for the dealership not returning your phone call within 24 hours. Even if they don't have an immediate solution, keeping the customer informed shows that they're actively working on the issue. After all, this customer purchased a Kia, likely making payments on it, and relying on it for transportation. It wasn't done intentionally, as you mentioned, sometimes things just happen. It's essential that the dealership takes care of their vehicle promptly.
I have run into those issues before where the dealer or other party won't fess up. Hell even had a tech that use to work with us do the same thing. Why can't people be honest and if you made a mistake fess up and learn from it.
Nice video Brother good fine good diagnosis. Hopefully they have the hard to pay this customer her money back or they should pay you to finish the repair. God bless. Have a great weekend.
Just because the ins company wants to pay for shit 💩 parts don’t mean you have to install them. We usually tell the customer they need to make up the difference in the cost otherwise we don’t do the job
CYA, always! Documentation that is indisputable is so important in our industry. If this turned into a court case, the evidence would be overwhelming. They could save themselves a ton in fees by just making it right from the get go. Hopefully the technician will do the right thing. Part 2 here we come...
My daughter a car recently from a dealer. She wanted a KIA; the dealer told her they would not allow KIA's on their lot since they have so many engine failures!! They also said, so many buyers just end-up with a dead car just left on the side of the road, and walk away. Can you imagine? --- In the case you presented; this shows how much today's dealers "TAKE THE MONEY AND RUN" They no longer care about the buyers like they used to in the '90's I'm seeing way to many YT's where this is happening! South Main Auto is a good example what he's seeing! I hope this gets settled in you case. Best of luck!
Honestly they admitted to R&R in the lower intake, who cares where it came from. They are directly liable for anything that results from their labor in that regard. The guy trying to pass the buck based on where the part came from is moot. Even if it was the original lower intake manifold they are still liable. This isn't a parts issue, it's a labor issue. The tech was careless and dropped the bushing in the manifold, then probably got in a rush trying to beat book and used an impact on the bolts. The service manager is trying to cover for his employee.
Gotta love the flat rate auto repair model..its messed up to make them get paid per part, they should be paid hourly so they have time to wrk properly. Flat rate is shit in my opinion
Just spitballing...It seems that when the intake was put back, new or original, that bushing was missplaced and not located. Which means a replacement bushing was installed. Probably not included in the parts that the extended wartnty company, Car Shield, supplied, meaning that the tech had to acquire a replacement. Where did it come from? Charged on the invoice? Hummm!
I would think the bushing comes with the new manifold. I suspect the bushing on the old manifold fell out during removal and straight into the inlet port, somehow unnoticed by the technician. If I heard a "clink" as I pulled a manifold my paranoia would kick into overdrive.
I've only watched this one episode, but I didn't see the guy as salty.. yet. In my area, the bay area of California, these dealerships are all owned and managed by middle eastern personnel and those folks are "in your face" rude when you contradict them. I don't know if its cultural or something else, but I've been to several trying to escape the monopoly and its consistent. Hyundai is no different.
Might want to re edit vid, the audio from the dealer side did let out customers last name. I guess it's legal in your state to record phone conversations, in my state it's not. Be careful. What you need is the aftermarket warranty proving they supplied intake to dealer to install. I am not a fan of third party warranty companies supplying aftermarket or used parts. Good luck, I don't miss dealer life and good customers being done wrong.
For recording phone calls, Oklahoma is a one-party consent state. And third-party car repair warranty/insurance "products" are some of the worst scams out there.
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Here is part 2! ua-cam.com/video/3Q5lfF2sOIQ/v-deo.html
big respect keith you could charge her and let her deal with the dealer herself. its nice to see you as a technician and owner to stand up for a customer.
The long bolts being that tight tells the whole story of the skill level of who ever worked on it.
The fact he tried to weasel out of it is horrible.. the dealer should make it right immediately without question no matter what..
We are human, Who hasn't made a mistake? I make a lot, I own them, but I always will make it 100% right, JUST MAN UP!
One of best in our field, integrity is something that has become rare and always glad to see another
I'm an appliance technician and get paid per job I do and when I make a mistake you best bet that I will always make it right to the customer whether it cost me or not. That's just the right thing to do. I can't believe businesses are still doing this with the internet reviews out there. Customers also need to do their research on the service centers where they're buying their products from. People understand humans make mistakes and will willingly update their review if you do the right thing. I think the technicians that are humble and admit mistakes should be a requirement to getting hired and the I don't make mistakes technicians that are making every industry look bad need to change or get fired. To many industries getting a bad reputation from these people causing customers to not trust us anymore.
Standing behind your work, is totally unheard of these days. I've know of dozens of people, who have brought their cars in and have had the parts canon thrown at them. You are definitely an exception to the norm.
They installed a new gasket, that sits below the lower runner. They were the last one in there. That means they took out "a" lower intake manifold and put one back in. It doesn't matter who supplied this lower intake manifold, they messed with it and they left that brass part in there. Their fault, they solve it or pay for it getting solved.
it would take a whole 10 minutes for the service manager to pull the records and check with the tech. if i was the service manager i'd be right over to your shop to get your side and inspect. thing is everyone needs to learn from a mistake. when you deny and put off no one learns. and the customer is the one hurt.
I love the "Shitters Full" light👍
Great so people don’t waste time. Everyone should have that
Customer service has been long since replaced with Your on your own attitude. Seeing real customer service is very refreshing !
I no longer trust dealers. I took my E350 to them for a startup rattle, they charged $3800 to replace left intake VVT, chain tensioner. After picking up car, it showed no change in condition. Returned car, they first said water in oil despite car not losing water and oil analysis showed no water or coolant in oil with only 500 miles on new oil, at that time. Then they claimed unapproved oil despite showing MB approval on the oil bottle. It was the look of the oil, Liqui-Moly 5w-40 Molygen, it has a green tint when new, after a while the green color fades, it's a UV dye for leak detection. Then claimed oil pressure not building fast enough. I can confirm that, but after changing to MB oil, no change in slow oil pressure. This engine has a two stage oil pressure system, a diverter valve to lower oil pressure for EPA mandates on fuel economy. I unplugged the solenoid, and oil pressure builds as soon as car is started. Engine is quiet now and runs cooler. Before would have a lot of heat coming from under car after driving and cooling fan would sound like a bi-plane about to take off. Scan tool confirms coolant is 20 degrees cooler with low pressure diverter valve closed, or unplugged. Expensive lesson, but stealership unservice departments are run by used car sales people and con artists. No refund, they blamed me for failure.
Fantastic customer service calling the dealer directly rather than making the customer do it. I feel like you’d have a hard time finding that from most shops.
Perfectly documented. Imagine how much more frustrating it would be dealing with that obtuse fella on the phone if you didn't have solid details and evidence. Looking forward to part 2.
Typical dealer service manager, deny any / everything
dont worry about those. Those are engine vitamins!
Great of you for standing up for people who can't don't themselves. Lots of places try to screw customers over when they dont know much about cars. Its also impressive that you stand behind your work when you make a repair. Many shops just slap parts and charge customers even if the car isn't fixed they wnat more money.
I would guess someone used a power tool and over torqued and damaged that intake. I remember a 6.0 powerstroke come in with misfire. Had been at another shop and they had the intake off, but couldnt diagnose the misfire. So the said go see Palmer. Anyways found a small bolt embedded into the piston. Other shop washed their hands, and I had to put a piston in the truck.
what a mess! Great job on diag and sleuthing...as always! Can't wait to see how this all turns out. Hope she gets justice.
Hey Keith, this situation perfectly illustrates the importance of documenting the work performed on a customer's vehicle. Instead of just writing one-liners like "R&R," detailed documentation can make all the difference, especially when unexpected issues arise. Communication with the customer is crucial. There's simply no excuse for the dealership not returning your phone call within 24 hours. Even if they don't have an immediate solution, keeping the customer informed shows that they're actively working on the issue. After all, this customer purchased a Kia, likely making payments on it, and relying on it for transportation. It wasn't done intentionally, as you mentioned, sometimes things just happen. It's essential that the dealership takes care of their vehicle promptly.
And that’s why they’re called “stealerships.”
KIA messing with the Texas Rangers :-)
I have run into those issues before where the dealer or other party won't fess up. Hell even had a tech that use to work with us do the same thing. Why can't people be honest and if you made a mistake fess up and learn from it.
Nice video Brother good fine good diagnosis. Hopefully they have the hard to pay this customer her money back or they should pay you to finish the repair. God bless. Have a great weekend.
This shows the value of good video and photographic documentation of diagnosis and repair. Cover Your Ass.
Good diagnostic, I hope the dealership takes the responsibility, we know mistakes happen
I’m surprised the Dealer accepted the option to install an aftermarket part when they are in the parts selling business also
Probably down to the insurance company cheaping out to save costs.
Just because the ins company wants to pay for shit 💩 parts don’t mean you have to install them. We usually tell the customer they need to make up the difference in the cost otherwise we don’t do the job
CYA, always! Documentation that is indisputable is so important in our industry. If this turned into a court case, the evidence would be overwhelming. They could save themselves a ton in fees by just making it right from the get go. Hopefully the technician will do the right thing. Part 2 here we come...
Fascinating investigation!
My daughter a car recently from a dealer. She wanted a KIA; the dealer told her they would not allow KIA's on their lot since they have so many engine failures!!
They also said, so many buyers just end-up with a dead car just left on the side of the road, and walk away. Can you imagine?
---
In the case you presented; this shows how much today's dealers "TAKE THE MONEY AND RUN" They no longer care about the buyers like they used to in the '90's
I'm seeing way to many YT's where this is happening! South Main Auto is a good example what he's seeing! I hope this gets settled in you case. Best of luck!
Honestly they admitted to R&R in the lower intake, who cares where it came from. They are directly liable for anything that results from their labor in that regard. The guy trying to pass the buck based on where the part came from is moot. Even if it was the original lower intake manifold they are still liable. This isn't a parts issue, it's a labor issue. The tech was careless and dropped the bushing in the manifold, then probably got in a rush trying to beat book and used an impact on the bolts. The service manager is trying to cover for his employee.
He knew that. It's a classic "I need to buy time to come up with an excuse to get out of it"
Gotta love the flat rate auto repair model..its messed up to make them get paid per part, they should be paid hourly so they have time to wrk properly. Flat rate is shit in my opinion
As engineers say: if it isn't broken, we'll fix it until it is..
They must have used their impact torque wrench.
You know some managers do not know the ins and outs of a car. They just managed people!
I do the same thing if I do fix it I eat the costs and the parts ur the first person other than me that’s I’ve seen that does this
Thanks for the video.
Local hero sir
Seems to me it is Small Claims Court time at the very least.
I like how u handled that.. nice job
Ms W needs to take them to small claims court
I gave her the car back because they approved the repair, wait for part 2
There was one audio snippet where the customer's last name was audible...(from Nate I think)
karma is coming keith...
First call he says Mrs Walkers 😂 number. All that work and editing… We all make mistakes
Just spitballing...It seems that when the intake was put back, new or original, that bushing was missplaced and not located. Which means a replacement bushing was installed. Probably not included in the parts that the extended wartnty company, Car Shield, supplied, meaning that the tech had to acquire a replacement. Where did it come from? Charged on the invoice?
Hummm!
I would think the bushing comes with the new manifold. I suspect the bushing on the old manifold fell out during removal and straight into the inlet port, somehow unnoticed by the technician. If I heard a "clink" as I pulled a manifold my paranoia would kick into overdrive.
Bummer for the customer. The customer owes you the $ though and not the dealer. Then she can duke it out with the dealer for compensation.
maybe somebody should contact ice t and ask him why the company he prays it so hard wouldn't pay for a repair
I've only watched this one episode, but I didn't see the guy as salty.. yet. In my area, the bay area of California, these dealerships are all owned and managed by middle eastern personnel and those folks are "in your face" rude when you contradict them. I don't know if its cultural or something else, but I've been to several trying to escape the monopoly and its consistent. Hyundai is no different.
Might want to re edit vid, the audio from the dealer side did let out customers last name.
I guess it's legal in your state to record phone conversations, in my state it's not.
Be careful. What you need is the aftermarket warranty proving they supplied intake to dealer to install.
I am not a fan of third party warranty companies supplying aftermarket or used parts. Good luck, I don't miss dealer life and good customers being done wrong.
For recording phone calls, Oklahoma is a one-party consent state. And third-party car repair warranty/insurance "products" are some of the worst scams out there.
@@DIYDaveOK I believe an announcement has to precede the recording so the other party has the knowledge of the recording, even if they don't consent.
Wrong, not in Oklahoma
Customer said she didn't care.
Hey Keith, quick question you did a review on the OTOFIX D1 Lite. Worth the $300…….
For $300 yes
@@L1Training thank you sir ….
WOW
Obviously it’s there problem but they are trying to weasel out of it.
Lol you need to work on your editing. Your customers name is ms Walker, heard it clear as day.
One very important question is do you know JESUS CHRIST AS YOUR PERSONAL LORD AND SAVIOR?