I’m curious as to how other shops are dealing with customer’s who want a particular repair performed. Perfect example, a customer brought in a 2001 Quest with the instructions “Change the EGR valve”. I offered to diagnose the vehicle and find the root cause of her problem, but she adamantly refuses saying “It’s already been checked out, and that’s what the problem is.”
After the requested repairs are performed, the van is running just as bad as when it came in and the customer immediately becomes hostile demanding that we fix her van at no extra cost. Perhaps wrongly, I became equally hostile asking “Remember when I offered to look at it first and find your problem?! You said CHANGE THE EGR VALVE!” Eventually, she agreed that the EGR valve might not have been her problem and paid us for the full tune-up that had never been done in 135k miles..
How would YOU have handled that situation??