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00:00I get asked this all the time, Dave, how can I tell how to find a good shop?
00:03I've got three new customers sitting in my waiting room that have never been to me before.
00:08Let's go find out.
00:09Good morning, everybody.
00:10Here we are, Monday morning, back at it.
00:12And I have an opportunity now.
00:14I've got three different customers here.
00:16I've got a question for them.
00:18Larry, Micah, and you're Ben.
00:20I'm Dave.
00:21First off, there's two customers here that have never been to me before.
00:26And we're going to ask them a question.
00:28And Micah is here because we made a mistake.
00:33And he's waiting for us to fix that mistake.
00:35My question for you all, how do you know you're going to a good auto shop?
00:39Ben, you are here for an oil change.
00:42You've never been to me, but you live local, right?
00:44And you've got a brand new truck.
00:46What made you think that I was a good auto shop?
00:49So I actually found you through an online search.
00:51I got to your website and thought that it was very thorough in the services you provided for a Ram ProMaster vehicle.
00:58I wanted a one-stop shop where I could do routine maintenance as well as be somewhere where if something really went wrong, I already had a relationship with them.
01:07And so I came in and discovered that you don't normally do some of the routine maintenance, but couldn't have felt more welcome when I got here.
01:16I was willing to wait to get in to develop that type of relationship.
01:19And that's how I got here.
01:20For you, it's about that relationship.
01:22It's trust.
01:23Absolutely.
01:24But social media-wise, you're not a social media.
01:28You didn't find me on social media.
01:29I did not.
01:30Nope.
01:30Did a Google search and found you.
01:32Yep.
01:32Now, Larry and Debra, you guys are a little different.
01:35You found me on social media.
01:36Is that correct?
01:37That's correct.
01:37But I have the same question for you.
01:40The plates say Alaska, but you're between Arizona and Alaska?
01:43We spend a lot of time in Alaska, but we usually winter in Arizona.
01:47We happened to spend this last summer up in the northeast, Prince Edward Island in Maine.
01:51And so we called and made an appointment about a month and a half ago to come by and see you.
01:58I normally do a lot of the maintenance on my truck myself.
02:00I watch a lot of YouTube videos.
02:02I was very impressed with your thoroughness.
02:05I was very impressed with your, you know, you look for the condition, then the cause, then you do your work.
02:11Keep going, man.
02:12Keep going.
02:13You're preaching gospel, dude.
02:14Your condition, your cause, your correction, and then the confirmation.
02:19Because many times that confirmation is left off.
02:21You drive out and you're having a problem.
02:24So after watching you over a year, I said, I've got to stop by the shop.
02:28Have them do an evaluation on my truck.
02:30We're not having any problems right now.
02:32We also have a small Class C motorhome that we store in the Tucson area.
02:36And we're going to be heading up to Alaska.
02:38And I want to stop by in the spring to go ahead and have you look at that also.
02:42So it's building that relationship based on the fact that there was a lot of trust watching your videos and your thoroughness.
02:50And even the different people you're having on, like Lake Speed, Junior, all different types of people, the speed of air pistons, things of that nature.
02:57And now, Micah, in your case, what we have here, everybody, he's kind enough to help us dive into how did the recipe not work.
03:08One of the C's was missed.
03:09And I already know what it was because you're back here, Micah.
03:12We did a bunch of work on it, a bunch of service work, it looked like.
03:16You go out of here and you've got a little bit of a coolant leak coming up from where the radiator is, right?
03:20I think so, yeah, I could smell it.
03:22I've checked with my shop foreman.
03:24He's the one that looks at all the comebacks.
03:26Tyson's been with me for about 30 years.
03:28But he wasn't the one that worked on your truck.
03:30He was, there was another gentleman.
03:32Here's where I believe that the confirmation wasn't done.
03:35And here's what the confirmation should have been done.
03:37Anytime you crack a cooling system open, like remove a radiator, replace a thermostat, water pump, any hose or anything like that.
03:44The cause was, you know, bird's nests and bugs everywhere.
03:48The correction was to remove your radiator, pressure wash that and all the intercoolers and the other coolers that are up front,
03:54which is, there's a ton of them on that truck.
03:56And then the confirmation would have been to re, in that situation, on that particular repair,
04:01would have been to repressurize the cooling system with a pressure tester.
04:06Pump it up to 20 psi and let it sit for 15 minutes.
04:09And that would have been the best road test we could have done on the cooling system to make sure that the integrity of that wasn't compromised and it would hold pressure.
04:19I'm going to find out, the technician, he's a new gentleman.
04:22I'm guessing that he did not repressurize that or we wouldn't have seen you back.
04:28But now I'm going to tell you probably why it's leaking.
04:31Those hoses on those trucks, they're not the old style hose where you put it on there and then there's a hose clamp.
04:37You don't have that.
04:37These hoses are plastic molded and they have an O-ring in the inside of them.
04:43And they're actually quite well and they put it on and then it's got a big clip that holds that hose on from popping off.
04:49But there is no, you know, clamp where you can tighten it down.
04:52And your truck's got 254,000 miles on it?
04:55246,000.
04:56Somewhere in the, it's close, yeah, close enough.
04:59So we now pulled that O-ring off that's been seated up against there for 250,000 miles, put it back on and it's the O-ring that is, you know, it just, we should have replaced the hose is what we should have done.
05:14So I apologize for that.
05:16But the point here is that happens in auto shops.
05:19Do we like it?
05:21No.
05:22But I'd really like to know how you really feel about coming back because it can't be good.
05:27I want to know that because auto shops need to fix this.
05:31This is what's wrong with our industry is that we don't care enough to do everything we can to be the best.
05:37I've only been following you for six months, but I've watched all your old stuff to your new stuff.
05:42I like what you guys do here.
05:43I worked for an auto shop for a couple of years.
05:46I understand stuff happens.
05:48It was disappointing when I had to come back because I wanted to be out of here by Saturday.
05:53I've almost been here for two weeks.
05:55I love Utah, but I love California more.
05:59And then Saturday you noticed a leak?
06:01No, Friday I noticed a leak.
06:03I picked it up at 11 o'clock and I was back here by four.
06:06And we've ordered a hose apparently and we're waiting on the hose to arrive.
06:10Who in the crap on this planet's got an extra half a day or a day to hang around to get their car repaired when they paid to get it done the first time?
06:17I don't.
06:18You don't.
06:19Nobody does.
06:20And I'm fully aware of that.
06:22And this is, so I apologize, but this is why the fourth C is so important to me.
06:30I wouldn't normally bring the technician that's only been here for two weeks.
06:34He's our newest technician.
06:35I wouldn't bring him into this situation.
06:38You all got kids.
06:40You know, you'd want to maybe do it in private.
06:42It's really neat.
06:44I mean, you started on the day I left to go fishing.
06:46Yeah, he took off.
06:47First off, I want to talk to you.
06:48I want to thank you for coming on board with us.
06:51Tell me a little bit about yourself.
06:53So, I mean, grew up around race cars my whole life.
06:56Started with my dad back at RMR.
06:58He had a 38 Chevy Coupe.
07:00Been around dirt bikes, all sorts of stuff.
07:02Built custom Jeeps and started working on classic cars about four and a half years ago.
07:06Now I'm here.
07:06So, have you watched any of my social media?
07:09I do.
07:09Do you?
07:10I follow him on social media.
07:11So does my dad.
07:11He drives me crazy about all your videos.
07:15Your dad's a great man.
07:16Yes, he is.
07:17He's the only reason I am what I am.
07:19Listen, do you know my four C's?
07:21I've read them.
07:22I haven't memorized them yet.
07:23Okay.
07:24Condition.
07:25Okay.
07:25Cause.
07:26Correction.
07:26Confirm.
07:27Okay.
07:27Condition.
07:28Customers complaining about overheat.
07:31The cause.
07:32This is, you need the condition.
07:33You need a service writer to be really good about getting out the cause.
07:37Don't, you know, don't tell me, hey, replace my water pump because I got an overheat problem.
07:41Tell me I got an overheat problem.
07:42Okay.
07:43Okay.
07:43So that's how, that's the condition.
07:46The cause.
07:47That's you writing a prescription.
07:48You know, you're doing a thorough and accurate diagnosis, analysis, saying, okay, the overheat
07:54is caused by a plugged up radiator, a thermostat not opening, water pump leaking, a head gasket
08:00blown, you know, whatever, whatever the cause is.
08:04The correction, that's easy.
08:05That's you doing the work.
08:07Yeah.
08:07Figuring out.
08:07The most important C of all, everybody's got these three C's, condition, cause, correction.
08:13It's this fourth one, confirmation.
08:15So let me ask you, if you open up a cooling system and replace a heater hose, cause it
08:20was leaking or, or to, you know, remove the radiator and to, to wash it out cause all
08:26the inner coolers and everything are plugged up with bird's nest, dirt and debris.
08:30How would you confirm that repair?
08:33After I got it all together, I'd vacuum it down, pull a vacuum on the cooling system,
08:37make sure it holds vacuum for, you know, 20 minutes, half hour.
08:40Good.
08:40And then if it holds vacuum, I would fill it and then pressure test it, hold it with
08:44pressure and coolant in it and make sure you have no leaks.
08:47And then after that test drive.
08:48Dude.
08:49I hired good, didn't I?
08:51That's a good job.
08:52This gentleman's truck that we did the radiator in, did you do that confirmation?
08:57Yes, I did.
08:57You pressure tested it and we didn't have a leak, but we have one now.
09:01Yes.
09:02Learning is how we get better.
09:04Yes.
09:05And, and mistakes, we all make them because that's what we're supposed to learn from.
09:09What would you have done different for it not to come back?
09:13You did everything right to this point, but obviously we missed something because we have
09:17a comeback.
09:18Yeah.
09:18So, so, yeah.
09:19So what would you do different?
09:21I don't know.
09:21Maybe I pressure tested it too fast or I would check the O-ring before I put the coupling on,
09:25check the connection, make sure it's super clean.
09:28And if it was me, mileage, mileage is like a doctor gets the vitals on a patient.
09:34First off, he wants to know your age, your weight, because age, you know, is making a
09:39difference.
09:39Am I working on an 80-year-old guy or a 20-year-old guy?
09:42Am I working, you know, does he have high blood pressure, so the vitals, and what I'm
09:46trying to get here is that truck's got 250,000 miles on it, that type of O-ring and clamp,
09:52you know, the clip and everything on the hose.
09:54Because I think, in my mind, I would say, if I'm going to break those connections, I'm
09:59either for sure going to replace the O-ring or maybe I'd replace the hoses.
10:04Okay.
10:04Because the expansion and contraction of that O-ring for that, you know, quarter of a million
10:08miles is probably what got you.
10:11Yeah, probably.
10:11So these are the things that you gain through experience.
10:14You're doing great, dude.
10:15As a technician, we get better.
10:18It's easy on a cooling system.
10:19That's the best test drive you can do.
10:21Pump it up to 20 PSI.
10:23If you crack it open and the integrity has been compromised because of whatever you've
10:28done, pressure test it, let it sit 20 minutes, boom, you're good to go.
10:34And there's all types of the same with check engine light.
10:36You replace an oxygen sensor, you know.
10:38There's all types of things that you can do that need to confirm the work.
10:43And I think that's how you build relationships with people.
10:47You're looking, you know, you're brand new.
10:50You come in here for an oil change.
10:52And I understand a lot of people in this industry will send out flyers and coupons to get people
10:58to come in for oil change because it's a cheap thing and everybody needs one every six months
11:02at least, you know.
11:03And if you don't develop that relationship on that first visit, it's not a good thing.
11:11I don't like to throw anybody under the bus.
11:13So refrain from giving me the person's name if you've got one or the dealership or anything
11:18like that.
11:19But does anybody have a situation that just soured you on this industry that made you feel
11:26like, how am I ever going to trust a mechanic again?
11:30Yeah, mine was, it was a typical oil change in one of my cars.
11:35And I developed a relationship with a shop, went there for more than a year, get my oil
11:41changes.
11:41But I had a clicking going on and they tried to tell me it was low octane fuel.
11:46And I know the difference, you know, I know what that knocking sounds like.
11:50And let me slow you down.
11:54And what year car was this?
11:55It was, this would have been a, probably a 2014 Nissan Maxima.
12:01Okay, a Nissan Maxima has a knock sensor in it.
12:04Any car made since 2000 has what they call a knock sensor in it.
12:08And they'll pick up that ball bearing thing that we used to get when we'd lug a car and
12:11we'd get that pre-ignition, you know, the rattle you're talking about, because of bad,
12:15you know, gas.
12:16And it would retard the timing.
12:18So it's kind of an impossible thing to happen.
12:20So I got a feeling you're going to tell me something that's really ugly.
12:24Yeah.
12:24So, you know, at one point, you know, I just couldn't figure out what was going on with
12:28it and that it persisted.
12:31And I'd been going there for well over a year, you know, probably got four oil changes that
12:34year.
12:36And I just decided to pull the dipstick and there was no oil in the car.
12:41None.
12:41So you went there with a ticking knocking noise and they didn't even check the oil level.
12:48Well, I was going there for oil changes.
12:50When I went in for the oil change, I would mention that.
12:52I don't know if there if there was something wrong with the gauge on how they put their
12:57oil into the car.
12:58They were not putting any oil into my car because it was not leaking oil.
13:02And look, my garage floor clean as a whistle.
13:05You know, that's a mistake.
13:07We've worked on a car.
13:09I don't remember what we did.
13:11It didn't have a dang thing to do with the engine, though.
13:14And the guy drove out of here and blew the motor the next day.
13:17And, you know, it's the story.
13:20I just had my car into your shop.
13:22There was no one.
13:23You know, why didn't you check it?
13:25It was 20 years ago.
13:26But I remember, I think we did brakes or something like that.
13:30And my response was, we didn't do anything on the engine.
13:34It didn't seem right to me at the time.
13:36And I thought it would be easy enough.
13:38And my customers kind of want me to check their vitals.
13:41You know, when you go to a doctor's office, I don't care if you've got a hangnail or a headache
13:45or, you know, whatever.
13:48He's going to weigh you.
13:51He's going to check your blood pressure.
13:53He's going to see how tall you are.
13:56And he's going to check your respiratory rate.
13:58He's going to check your vitals.
14:00And so I've kind of told all my guys that we need to do the same when we have a car.
14:06And then we can advise the customer, hey, there's no oil on your dipstick.
14:10And, you know, the customer might say, well, I have no, I don't have any oil leaks on my driveway.
14:15And we'd look and say, well, we confirm that.
14:17And then if we'd look and, you know, the oil was just changed 2,000, 3,000 miles ago,
14:22either they didn't top it off right, you know, and get the level right, or you're burning oil.
14:28And engines today do burn oil.
14:31You know, some of them, Toyota and Ford, say that if they burn less than 800 a quart every 800 miles,
14:39it's still acceptable.
14:40I don't feel that way, but, you know, they'll do that.
14:43You guys got a bad one?
14:45Yeah, we travel around the country in our classy motorhome,
14:49so we have to pick the dealers where we're going to have work done
14:53or the locations we're going to have work done.
14:55And we're getting a whine off the rear end, off the differential.
14:59And so we took it into the shop.
15:02They went ahead and did the work on it.
15:04I believe that when they lowered the differential down,
15:08there was an ABS sensor that's on the ring gear on the differential,
15:12and the wires were stretched.
15:14And stretched enough so that it made intermittent connections.
15:18And so you'd be driving down the road, hit a bump, and the ABS light would go on.
15:22And then it would go off, and then it would come back on again.
15:25And I took it in.
15:27No one could figure out what it was.
15:29And so I bought a code reader myself with live data, put it on that stream,
15:33and I watched when I went over the bump.
15:34It dropped out.
15:35So I started at the differential, and I said,
15:38well, let me just first try replacing, not confirming that that was a part issue.
15:42Let me go ahead and replace that sensor that picks up off the ring gear.
15:46And that didn't solve it.
15:49It did?
15:49It did not solve it.
15:51So I ended up.
15:52Now it gets good.
15:53Yeah, so I ended up.
15:54We were here in, I think, maybe Cape Creek or in the Arizona area.
15:58I crawled underneath the campground, and I started pulling off the loom
16:01and looked at the wire.
16:02And the wire, the green wire, was like light green.
16:06So it looked like it had been stretched.
16:09And when I cut into it and took it apart, there were very few.
16:11So this isn't where, this is the wire that connected to the sensor?
16:15That's correct.
16:15So the sensor didn't have any wire.
16:18It was.
16:18The sensor was fine.
16:20I got you.
16:20It was the wire that connected to it.
16:22And it was in loom, so you couldn't see it.
16:23Because I said, I've got to now follow this path of the wire.
16:26Sure.
16:26Because obviously it's been rubbed somewhere or something along those lines.
16:30And so that evening, I'm laying up underneath the vehicle,
16:34cut that section of wire out with my head up against the drive shaft,
16:38and soldered in a new piece, put heat shrink on it,
16:41and then put loom back on it.
16:43Larry, do you need a job?
16:44I would love to follow you around and just pick up all that knowledge.
16:51I think maybe I'd follow you around.
16:53That's excellent.
16:53That's excellent.
16:54Yep.
16:55That's awesome.
16:55And you even weatherproofed it with the heat sink and the solder.
16:59Absolutely.
17:00Bravo.
17:00This guy needs a job here.
17:02Five minutes later.
17:04Well, I just want to keep this engine in as best shape as I can.
17:07Good for you.
17:07They're expensive vehicles.
17:09What year is this?
17:10It's a 2021.
17:11I bought it with, used with 32,000 miles on it, and now it has about 72,000 miles on it.
17:17Yeah, this is the fifth generation, six, seven.
17:22This has roller lifters in it.
17:23Absolutely.
17:24I was asking Tyson about what is kind of some of the Achilles heels for this engine, and instead of the...
17:31That would be one.
17:33They did that because all the first through fourth generation had to have a valve adjustment.
17:40With the hydraulic roller lifters, they got rid of that.
17:43The funny thing was, that adjustment was at 150,000 miles, so it wasn't like you were doing it...
17:48Right.
17:49Yeah, I was noticing every once in a while when I went over a bump, I would hear a little clunk.
17:54That's exactly...
17:55Yeah, that's probably what this is.
17:57Come on, you're going to have to get down on your knees here, Larry.
17:59Yep.
18:01What you're looking for, I'll show it to you.
18:04I'll point to it.
18:04It's the upper ball joint, and you'll see how it'll move in its socket.
18:11Yeah, there.
18:11Can you see it?
18:12But you can feel it.
18:13Put your hand on the car, and you'll feel the clunk.
18:17Yes, absolutely.
18:18Yeah.
18:20And what that is, and I'm exaggerating, that a ball joint is that, just like a hip joint.
18:28And eventually, it gets like that.
18:30Yeah.
18:31That's not bad enough where it's unsafe.
18:33You'll want to get that looked at.
18:35Ed, the rest of them look pretty good, Tyson?
18:37Yeah, this one has that.
18:39It's not much, but it has.
18:42That looks like a dang clean truck.
18:46Yeah, good for you.
18:48All right.
18:48We're trying to take good care of everything.
18:49That ball joint, you'll probably want to get that done in the next year.
18:53Okay.
18:53But it is not bad enough that you need to do it right now.
18:58Looks great.
18:59Trying to keep it all in good shape.
19:00I'd buy the truck from you, and I don't say that much.
19:03So here's the question that we get asked a lot, because people, we get cars transported
19:08for our engine work all over the country, New York.
19:12We just had one that came down from Fairbanks, Alaska.
19:15And people call me all the time, or call my people, and they say,
19:18do you know somebody here in Tennessee that's a good mechanic?
19:22Now, no.
19:23I hardly know anybody except the people I work with, because it's not like we all get together
19:29for coffee and talk.
19:31I just don't know anybody else.
19:34And most of the time, and I will say this, I don't think that there's dishonest mechanics.
19:40I've never really met a dishonest, honestly, I've never met or been over a fender where
19:46I could go, this is blatantly theft.
19:50I haven't ever had that experience, and I've seen a lot of cars.
19:55What I have seen, a lack of understanding of the complexity of what you're doing.
20:01And then really, you know, doing everything you can to confirm that system that it's right.
20:08You know, that extra, you know, I've often said it's the last 5% of a job that makes 100%
20:14of a difference.
20:15I think what I wanted to come out of this, everybody, so that you understand, is I'd
20:19like to show the world, first off, my mistakes.
20:23I think what people look at also is that if you're doing a lot of work, occasionally there's
20:29going to be, something's going to slip through the cracks.
20:31But it's how you handle it after that occurs.
20:35That is the biggest part of it.
20:38And I gave myself shit over getting mad on Friday.
20:41You know what I mean?
20:42Like, don't get mad.
20:43Stuff happens.
20:43It's okay.
20:44You know, and I had to take a deep breath on Saturday.
20:47Sunday was a little better.
20:48I filled up the radiator thing myself and went up to Park City and got out of town for
20:52a minute.
20:52And I was like, okay, I went somewhere, you know?
20:55And that felt better because this is a beautiful place and not having my truck to go drive around
21:00and check stuff out has, that's probably, I should have rented a car because that's probably
21:06been more detrimental than actually the time.
21:10You know, I'm the same way.
21:11I had cracks in my concrete in my driveway.
21:14And I hadn't maintained it.
21:16And it really got bad.
21:16And, you know, find out that you want to fix that because then the water gets through the
21:20crack and erodes the understuff.
21:22So I had a company come out and level it up and then they put caulking in the crack and
21:27I had it explained.
21:27I was like, I didn't want caulking.
21:29I wanted like, you know, concrete, like grout.
21:31And to their credit, they were like, yes, Mr. Bell, I don't know what our guide was thinking.
21:39They sent a guy out.
21:40They dug out the caulking that they put in there.
21:43It was so bad looking.
21:45I mean, it was not even the same.
21:46It wasn't white, but it was tan.
21:48And my, it didn't look.
21:49And they, and they grouted it, fixed it.
21:52And you're right.
21:53I would use them again in a heartbeat.
21:55Not because they got it perfect, because they didn't.
21:57It's how they stood behind their work.
21:59People out there, that's where you need to be with the shop.
22:02If you expect perfection, I guess you dial it up on the internet, God's Auto Repair.
22:08And then see if he's there.
22:10If he is, give me a call, man.
22:11I'd like to show up.
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