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DUFRESNES

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Everything posted by DUFRESNES

  1. Thank you for all your remarks. Her last demand from the BBB was she wanted cash for refund of her oil change. I answered the BBB with I would give her cash. They closed the case after she again rejected it and wanted more. I called an attorney and he told me to send her a certified letter and a regular letter stating she must pick up immediately, storage would be added and if not would be given to a third party for abandoned vehicle lien. Also found out the person slandering us on the neighborhood site is her sister. Attorney said to write her a letter also with a cease, desist and remove all of her remarks.
  2. Thank you for your input. You are so right. 1st (through the BBB) she wanted her car with no added dollars and not to sign confidentiality. So we agreed. Why sign it when she has damaged us by her lies that was written by her friend or someone claiming it was hers. Have no idea. Now the BBB sent me another demand, she wants now cash only for her oil change, 4 hr inspection shop of her choosing, car insurance for her son, fees for title and her work time. We had offered a loaner. Talked to Lien people and they said to give her a date to pick up the vehicle or storage will be added and that I could then proceed with lien
  3. I NEED HELP. I have been in business 48 years. We had our best year ever, finally over 1 million in our small shop. I have always prided myself on our reputation. We recently had a vehicle that had a drain plug not put back in and in return the engine went bad. We replaced it with an engine with fewer miles. Both engines her old one and the replacement needed a timing belt. The customer originally agreed to pay $650.00 for a new timing belt reduced price, when we put the engine in. Finished the job and then she didn’t want to pay. We eventually said fine just pick up the car. We had asked her to sign a confidentially agreement because she had her son, sister, ex-husband and uncle come in yelling. She has turned us into the BBB which we have A plus rating. We responded with she could pick up the car anytime for Zero dollars. We are being pounded in social media website NEXT DOOR. It is like a snowball going downhill getting bigger and bigger. Can’t get it to stop. I responded on the site. I didn’t do a he said she said. I just laid out the facts. I know people read what I had to say and appreciated it. I even had a person stop in and say it took a lot of guts to respond like I did. But he couldn’t say anything because he is a business owner and didn’t want to be attacked for it. With all that being said we have many wonderful customers. We have 667 five start reviews with only 8- 1 star reviews. I know I am not the first person to be attacked like this on social media. Any ideas would be much appreciated. If interested attached is my reply that went on the neighborhood site. You can even call me. 503 646 2940 randi gant.docx
  4. We were charging $5.00 each oil change and it used to cover expenses. They used to pick up our used oil for free and then they paid us, but now it costs .45 a gallon plus oil drained filters have to be picked up as does used antifreeze. Every time they pick up filters it is &75.00, not sure what it is per filter. I will have to monitor that also.
  5. It is getting more and more expensive to dispose of used oil, antifreeze, filters etc. We add $5.00 env. to each oil change. It used to cover expenses, not any more. Especially when you have to pump out your drains. We have to do a test 1st then pump out the liquid and then the sludge. What is the group doing on these issues.
  6. Do you suppose maybe July seems like it is starting out slow due all the days off associated with the 4th. We were closed 4 days/ Just saying. Got to make up for days off
  7. May 2017 was our best May ever. June was our best month ever. We have a small place and finally made it over 100k. The guys were working on a big steak dinner at a famous steak house.
  8. May was our best May in 48 years by 11%. We hang a sales and goals every day. We all share in a bonus and had a company dinner out to celebrate. They are now working on an overall bonus of 500.00 each plus a steak dinner at a really nice restaurant.
  9. For 48 years we believe in doing it right the first time and treating our clients like we like to be treated.  Its just that simple.  We maintain domestic, imports and european vehicles.

  10. Who are you talking to? I have owned and work daily in my business for 48 years. Not sure what your intent was. I thought this forum was to help other shop owners. If you don't agree that is one thing but you don't need to put down other owners. .
  11. I have several questions and answers. I have been in business 48 years. Our head technician makes $38.00 flat, he flags at least 135 % and makes about 100K I have a b technician with shop duties. He makes $19.00 an hour plus 5% commission. His average work order for the month of Dec 215.00. CSR makes 14 per hour plus commission. Other Techs are on flat rate ranging from 26-30 per hour. Our marketing person makes 50K plus bonus. (to make sure we have a good car count) Service writer makes straight 8% of all sales. Hope this helps someone. My question is Technicians are so hard to find. The last 3 techs we hired, said they had to give 2 week notice. Then they go back to their job, tell their owner, he raises them to what we pay and they decide to stay where they are. The last one, the service writer, asked if he got a signing bonus if he could start Tuesday. We'll see if that works. I hate doing that, but we need 1 more tech.
  12. Christmas bonus depending how long an employee has worked for us. Less than a year $200 up to $1000.00.
  13. We have them under our company insurance, 4 loaners. I understand it is better, maybe, under another company. We have a form that includes their name etc including credit card, driver's license and insurance co and policy. After they have used one of our loaners, the next time, we just have to have them review and sign. If you want the form we use just e-mail me at [email protected]
  14. Our insurance charges approx 850 per car per year. Customer should pay for any damage caused by them just like if it was a rental car. .
  15. Amen and Amen I couldn't have said it better. I am not sure why some of you always replace rotors. Don't you measure and see if they can be saved. With that said, it machines new or existing rotors to match hub as per manufacturer. Years ago, you didn't have to machine new rotors. If you check them now, they all need machining even the really expensive ones. We live in the hills and have to do it this way to ensure no comebacks. .
  16. We have older cars. We believe they should be in top condition. They must have good tires, straight body and interior must be good. The last one we bought was a 2001 Saturn. It needed headlamp, runs rough, valve cover gasket, battery, air conditioning compressor etc. one other is 2000 Taurus. It had a check engine light, needed rack and pinion, spark plugs and maintenance. They make us money. People worry more about how fast you can fix there car rather than the money. So, if they are in a loaner, things go a lot smoother. It was suggested from one of the people on another forum to pay techs and advisors just like usual, but they only charge ourselves 10% over cost on parts and a shop rate of only $45.00. That seemed fairer to all.
  17. We now have 4 loaners for our customers. All they have to do is fill it with gas when returning. We had a problem with that, so now if they don't fill with gas, it is $1.00 per mile. My question is, when we do extensive repairs done by an hourly employee what should he get paid and what should the service writer get paid. I have 2 repairs of over $2000. each. I understand if it was a flat rate tech, he should get paid. This employee is paid $19.50 an hour plus 5% commission. Any help would be appreciated.
  18. Referrals are the best. Ours are worth min $1000.00 We send a nice letter and 2 premium movie tickets. We ask for them in our monthly newsletter and e-mails.
  19. AAA has a program that is really good. Also I believe NAPA has a program.
  20. We also had a really bad time getting a master ASE Tech. Have used all the same technique of every body else. I really like the ad of XRAC. We had an employee that just texted he wouldn't be back. He was at 130% efficiency making great money. Without talking to me he just texted and went elsewhere. I've always told them, come talk to me before making a change and see if we can work something out. We are finding out That we have to pay lots more. They can demand it and get it. The pay around here is 38.00 an hour +.
  21. We have a employee handbook but need some help on attendance policy and consequences.. Does anybody willing to share, please send to [email protected]. Thanks
  22. Since this post we now have an on car lathe. It really makes a difference. We then upped our labor to 1.8 hours.
  23. I want to start a high mileage club at the shop. Got lots of ideas. I was wondering if anyone else already has a club going? What do you consider high mileage in this day and age? Do you promote using high mileage oil? I am excited to get this off the ground with lots of fun stuff for my customers and savings. Don't want to reinvent the wheel if I don't have to. Would love your input.
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