Estimate verses Guesstimate ?
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Price: The question since the beginning of time ” how much?” Price is the first thing the customer wants to know and the last thing the sales person wants to talk about. Most people ask how much because they don’t know what else to ask. Fear not, there is a solution.
Bring your car to your service professional for evaluation. Estimating correctly almost always requires inspecting the vehicle to determine the exact nature of needed repairs or maintenance. Your automotive service professional then utilizes a combination of service manuals, industry standard time and labor guides, parts catalogs, professional knowledge and experience to create the most accurate estimate possible.
Guesstimating only requirement is that the person be good at explaining to the customer why their repair bill is more money than the guesstimate. That’s because it is only a guess with no scientific basis or fact.
Phone guesstimating is virtually impossible today. There are so many different makes and models. Also parts and labor costs vary widely based on make, model and year. The repair cost could vary by hundreds or even thousands of dollar for the same type repair on two different vehicles. The “ballpark” is best kept as a place for playing ball. Points to ponder:
If you called a doctor you had never seen before and asked how much for kidney transplant what would he tell you? The doctor would require an office visit for preliminary diagnosis?
If you called a doctor while having chest pains and asked what was wrong and how much will it cost. The doctor then replies that it sounds like a triple bypass which just happens to be on special this week for a low $ 19995. Would you go to him?
You wouldn’t call 6 different doctors to get the lowest price on something your life depends on. Yet some people will call 6 different shops to get the lowest priced brake job. If the vehicle won’t stop… Well you get the idea.
The answer to this problem is quite simple. Bring your vehicle to qualified automotive professional for evaluation of what work is really needed and ” how much” it willreallycost. Most repair shops will provide a low cost or no cost preliminary estimate of repairs needed. In most instances we can’t tell what’s wrong with your vehicle over the phone no matter how close you hold the phone to the vehicle. Which brings up the next point.
Estimates & Diagnostics or why don’t they “just know” what’s wrong with my vehicle or tell me over the phone “how much money it will cost? Most customers bring their vehicle to a repair facility typically for one of the following scenario’s:
1. The customer brings a vehicle in that requires a standard repair or service with a standard price ( sometimes called menu pricing). Typically, these items are very similar in the cost of parts & labor from vehicle to vehicle (examples include: State safety inspections, Oil and filter changes, Balance & Rotate tires, etc.) So they are assigned a standard “menu” price for convenience .
2. The customer brings the vehicle to the repair shop for an estimate for services needed. These services might include: Replace fan belts, Replace timing belt, Transmission service or any number of other services. It is far more difficult if not impossible to assign a cost to most of these items without viewing the vehicle to get the correct information and view the condition of other components that are part of that system. The main reason for this is the vast difference in the cost of parts and labor from one vehicle to another.
3. The customer brings the vehicle in with a some form of problem or concern that the complete cause and cure are not known. Examples might include: Drivability concerns ( the vehicle doesn’t run or perform correctly ), leaks, noises, electrical malfunctions, etc.
So which ones require diagnosis and a diagnostic fee?? In most instances both 2 & 3. So what is the difference between estimates and diagnostic charges?
Estimate: The act of creating an approximate cost of Parts, Labor and Additional items required to complete a professional repair. Free estimates might include : Wiper blade replacement, Mount and balance tires, Maintenance services, etc.
Most initial estimates are considered “preliminary estimates”. The reason for this is quite simple. Without disassembly and inspection of each individual component it is nearly impossible to be 100% accurate.
Diagnosis & diagnostic fee’s- The act of determining the failed component or root cause of the failure. The diagnosis might consist of testing individual systems and components or disassembly and inspection of complete systems and components. Accessing information systems, Technical hot lines, etc. The diagnosis may be one of the most important parts of a quality professional repair. Most all forms of diagnostics have a cost or fee associated with them. The reason here is quite simple . “Time is money”. Today’s technician spends more and more of their time ( about 1/4 to 1/2 their day ) in diagnosis to ensure a correct professional repair. How many companies do you know who can afford to give 1/4 to 1/2 of their services away. Would you go to work for half pay?
So when should diagnostic and estimating fee’s apply ? This varies from shop to shop. In our repair shop a diagnostic/estimating charge might apply if:
<!–[if !supportLists]–>1. <!–[endif]–>Actual testing of components or systems is required to determine the failed component and/or root cause of the failure or problem.
<!–[if !supportLists]–>2. <!–[endif]–>Disassembly of components is required to determine the cause of a particular problem, the condition of components or the extent of component damage.
<!–[if !supportLists]–>3. <!–[endif]–>Any estimate which require disassembly of components to determine exactly what components require replacement.
Free preliminary estimates usually consist of components that can easily be visually inspected. Some examples might include: wiper blades, tire replacement, fan belt replacement, etc.
Preliminary estimates which require component removal or disassembly for inspection usually have a diagnostic or estimating fee that applies. This fee is designed to cover the cost of your technicians time for inspecting the needs and required repairs to your vehicle. Some examples might include: poor engine performance, poor bake performance, no start conditions, fluid leaks, noise diagnosis, etc.
Revised estimates: An updated estimate base on additional information upon disassembly of vehicle systems. A revised estimate may occur as a particular vehicle system or component is disassembled and additional worn, failed or damaged components are found.
In most all states you have the right to request a written for all repair work. In NH for example, the final cost can not be greater than 10% of the estimate without your authorization. This is for your protection.
Points to ponder: Why should you pay for diagnostic time.
If you went to the doctor with a broken arm. The arm is obliviously broken from the bulging bone protruding through the skin. The doctor examines the arm (diagnostic time). X-rays are taken by an X-ray technician (diagnostic procedure). The technician then reads the X-ray ( diagnostic time). The doctor then reads the X-ray (diagnostic time). The arm is then set in a cast (actual repair) and a follow up visit is scheduled. The customer was required to pay for all of these steps even though the arm was obviously broken. Why? Diagnosis was required to assure that complete and correct repairs were being made to the arm. This diagnosis was performed by two separate professionals even though the repair appeared obvious.
You invite a contractor to repair your loose floor in your home. An estimate for the work is given. After the work is started it is discovered that termites have damaged some supporting beams that will require replacement. The cost of the job has just gone up considerably. There was no way for the contractor to know this before hand without taking this preliminary diagnostic step.
These exact same circumstances happen everyday in the automotive industry. Yet they sometimes are misunderstood. Communication is the key. It is the job of the automotive professional to keep you informed about your vehicle, but it is the customers job to ask questions if they don’t understand what has been presented.
Most repair facilities only want to satisfy customers and be paid for their services. It really is that simple. Help your service professional give you the service you deserve.
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Contact Information
Kenny Knox Tire Center
520 Fob James Drive
Valley, AL 36854
Phone: 334-756-8473
Email: kennyknoxtire@knology.net
Feel free to call or email us to schedule your next appointment.
Business Hours
Monday - Friday
7:30AM - 5:30PM EST
Saturday - Sunday
Closed
