Twenty-three years ago Dave told me some things about my car that made me feel frustrated by the situation. But he was right about the car. I was wrong. I was probably one of those crappy days for him. But in two decades since then, he has always treated my mother, other family members, and our neighbors right. Keep up the good work, Dave.

Dave, you handled that like a pro. You didn't take anything personally and kept it professional. Very impressive!

That truck owner has ALOT more problems than that truck. Good on you sir for your decency and honesty 👏 🙏 to you and yours

Dave, i am a certified mechanic and we need you. I respect your believes in this trade. You show the public what we do, that helps fight back the negative perception always associated with mechanics. You are fighting for all of us out there. So thank you from the bottom of my heart. God bless your family.

This was a tough video. I felt your pain when talking to the truck owner. Owning a business isn't for everyone. Thank-you for being brutally honest.

dave did a whole lot better than i would have done. man, i just learned SO much watching this video. this is a perfect example of how to let a customer blow their steam and still be able to keep your cool. that is A1 customer service right there.. i hope that man knows that..

I worked for a big multi location shop for several years, unfortunately they eventually let me go because i just wanted to be honest with people, like Dave. The culture of the shop was to rob people quickly. I've since left the trade becuae of this. This channel helps me remember the good times. Thanks Dave

Tell that guy to come get his truck. You were more than diplomatic. The guy is mad at his truck because he didn't maintain it.

Dave,as a diesel mechanic for 15 yrs.A Snap On tool dealer for 17 yrs.I have been in hundreds of shops and seen the good and bad shops,but you are hands down the best I have ever seen.Love your channel!

Handled like a pro. He's got other issues and he's trying to bring you into his mad mad world. Great job.

I once replaced a cabin air filter on 2002 beetle. The customer had a nice dash mat with like 20 little bobbly heads velcroed to it. I carefully removed all of the bobbly heads and the dash mat, replaced the filter, and meticulously put the dash mat and all of the bobbly heads in their place. Later in the afternoon i get the car back with the customer saying i didnt replace the filter because everything was still in the same place on the dash. I took everything off a 2nd time and showed the brand new filter to the customer....who the then told me it wasnt new because it its full of dark black dust...and he also found 2 leafs in the plunum chamber that i missed with the vacuum cleaner. Then i showed him the date code on the filter and asked how a filter made a few months ago could still be in the car that is 4 years old...and then explained the cabin filters are impregnated with charcoal to aid with odor removal. That was the day i decided to change careers.

As a shop owner I tell my people we have to have 3 "yes's" to do a job on a vehicle. Is it good for the car? Is it good for the customer? Is it good for the shop? I feel you did a wonderful and professional job speaking with the customer. You were calm, you listened, and you were willing to say the bad news. In my opinion, you had 3 no's. In this situation, my shop would not work on the vehicle. Even if we refunded 100% of the money, I would have paid my technician, taken the loss and moved on to the next job. JMHO Great video!!

This is EXACTLY why I’m not a residential HVAC tech anymore. Like you, I tried and worked my hardest to make the customer happy but sometimes people are not rational or reasonable. I worked at multi million dollar homes where people actually crucified me for locking out or “red tagging” an unsafe furnace where they couldn’t afford a new one. That call was painful for me to watch but I assure you that you did EVERYTHING that you could and with true professionalism. You can’t fix stupid.

This video is gold! Real live shop experience. Thank you Dave.

Dave handled it best as possible. Some customers are just unreasonable.

Thank you for you integrity, honesty and sharing your Christian faith. You handled that professionally. I'm a scale technician and even though I don't handle the prices I've been screamed at lied about and other things. It's really nice for people to see the other side of service. I continue to try to be a blessing to my company, coworkers and customers and try to be as professional as possible, even though have few bad interactions the majority are very good.

This video hit home Dave! I’ve been a diesel tech for 10+ years and running my own repair business for 4 years, dealing with upset and disgruntled customers is the toughest part of the whole gig! Thank you for this video, it’s very helpful to younger shop owners like myself.

As an ASE technician/service advisor/manager/emissions guy of 18 year the MINUTE I heard the "Story" of the customer and saw the maintenance condition of the vehicle I KNEW what kind of person it would be before he got to the telephone...this is what we call the "Customer From Hell" This is a customer who doesnt listen, doesnt respect anything and just gives demands...Example: he EXPECTED to just get in thet vehicle, drive it hard do ZERO MAINTENANCE..andf i GUARANTEE whenever he took it to a shop he DEMANDED the work that technicians did to it...this is why he JUMPS from shop to shop because they tell him what the vehicle NEEDS, gets $hitty and bosses them around... The shops that replaced his injectors probably "DID know what they were doing" but he most likely TOLD them he was only replacing one injector at a time!! The blocked radiator, broken turbo, ECM covered with debris (and god knows what elese) the fact DROVE it with it giving him problems for over 500 miles until it stopped and had to be TOWED to a shop SHOWS he never respected the maintenance of that vehicle...he just go tin it, drove it hard the BITCHED whenever a technician told him what issue needed to be fixed...now he wants to TOW it into a shop and EXPECT it to bedriven out operably while telling them what work HE wants to be done... and I guarantee is that car did NOT drive out of that shop he would refuse to pay or bitch moan and destroy the reputation of that shop there is ZERO CHANCE to EVER please a customer like this...what WE would have done would be to cordially decline to work further on his vehicle, refund his deposit, put the vehicle back together and EAT the loss..and have him tow it outta there

Honestly this was very professional and straight to the point

Dave, I was a Customer Service Team leader with a telco. I told my crew that to be honest with a customer was a priority. If you BS to them, it will come back and bite you in the backside. Your handling of the call was excellent, I would not change anything. I bet there are things going on in his life not going well, and "this is the straw that broke the camels back" and has sent him over the top.

Did a great job Dave. Uncle passed away a few months ago due to a heart attack after a similar situation with a customer. Always keep in mind your family, your techs, and advisors need and want you around.

You couldn’t have been more humane and professional. Outstanding ethical standard.

You are the most honest and professional shop owner I have ever seen. You know that fixing the fuel system will not help him. He might have a burned piston, he said he had been driving the truck. He will not let you do a compression check or come and look at the problems you have found. Throwing his money at a fuel system will not help him. Have him come and pick up his truck. No matter how much you want to help someone sometimes you just can't.

Dave, you held it together. Must respect!

I totally identify with this video Dave. I am an aircraft inspector for one of the major airlines here in the good old USA and trust me, when I make the phone call that they need to replace a 6 million dollar engine I get the same kind of response. Which is scary when you think about it, but yet very understandable when the engine still runs just not quite good enough. But Dave, thank you for being so open and honest on here. As heart wrenching as this was to watch, It’s also refreshing to see you keeping it so raw and honest. God bless you as you continue to show the world how a REAL man runs a business.

I've been a Ford tech for almost 40 years. You handled that well. Much better than I would have. Gotta say , that is a job I would have rejected!

Professionalism and honesty is what heard. Y'all are an amazing operation!!

You did a good job, Dave. I’ve been a business owner for 45 years and I’ve had those conversations as well and a totally different field, but there’s some commonalities across all business and when you’re dealing with customers, you do the best you can be honest and let the chips fall where they fall. Good job really enjoy watching your videos, it’s nice to see an honest guy and a quality shop

Excellent job, no better way to handle that situation! Honesty and trying to give the customer best option that wont cost them again later. World needs more guys like you sir!!

Appreciate you sharing the real world of being in business…not just the social media glam.

After being asked by my neighbors to train their dogs I started a business to do just that. I am learning very quickly that dealing with people in business is not easy. It is not the businesses problem that someone has a financial hardship; I can relate because hey after leaving the army and my relationship ending I lived in my vehicle for about 3 months. It wasn't easy, Im still not rich by any means; but I am trying. I don't mind helping someone genuinely in need, such as an elder whose dog is in need of corrective training, living on a budget; or say someone disabled. But it is not my problem if you cannot budget properly, that's a you problem. You did well sir, what can you do...

I admire the professional way you approached this customer. You didn’t lose your temper, and that’s admirable. Keep up the good work

Dave you were more than professional with him, the man drove the truck with know problems and he doesn’t understand mechanical issues don’t repair themselves with more use. He’s mad he was taken by two other shops and want’s to take it out on you. I know you want to protect your shop and reputation but with some angry people it’s not possible I would have just told him you can’t half way repair a vehicle and send it out the door under your insurance and legal liabilities. Good job Dave you can’t always help some who won’t help themselves. Tell him to come and get his truck and only charge him for the diagnosis. Great job Dave and team!👍👍👏🏼👏🏼

Dave i have been a Qualified Technician for 30 Years. You are a Decent Honest Person. Nothing wrong with the Way You handled that Customer on the Phone. If the Owner knows better,let Him fix His Own Truck. It is not worth it Gambling with You're Good Reputation. Keep up with The Great Work. Your follower from South Africa.

Vehicles, motors etc... have always let me down. I don't understand why people give so much grief to mechanics and their vehicle is perfect. I was a farmer and we worked on a lot of different equipment. But we always partnered up with our mechanics so that we could all make money getting things fixed. Keep up the good work Dave!

I ran a world wide corporation Service op for "vehicles" On rare occasions my talented Customer Service people would come to me for the same type of "customer". Sometimes I would have to make the same type of phone call with them...Know the feelings well you were experiencing. .BUT... Dave you were patient, professional, compassionate and the tough news was delivered with compassion and common sense....nobody could have done better! Gold Star for ya!! I plan to be in Utah sometime this year..I am making a look see visit as one of my Bucket List goals!

Sir, your "bedside manner" goes beyond graceful and caring

Dave, having worked in new car dealership service departments for over 20 years, I can say that you spoke to your customer respectfully and with style and grace that comes from being in the automotive repair business for 34 years. Thank you for sharing your knowledge and experience with your viewers.

This is what Master Class experience brings you. If you keep at it you can do anything you want.

People think mechanics are magicians... reality is hard sometimes. You did the right thing Dave.

I’m a shop owner and I’ve been in business for two years now. I’ve got one of those customers right now. This video is going to really help me deal with these types of customers from now on. Thank you.

This channel is the best automotive shop show on KZfaq I don't know how dave can be so calm

Out of curiosity I looked you guys up on yelp and man there’s a lot of people on there that just put you guys through the ringer. After watching this video I now know that every single one of your 1 star yelp reviews come from what sounds like customers like this. I read what they had to say and every single review said that you called to inform them that the damage is worse than they anticipated. No one likes bad news….especially expensive bad news. But the way you handled this customer is spot on. You informed him the best way possible for the worst possible situation. Unrelenting customer and all. My hats off to you…I’ve commented a few other times and I really mean it when I say that we need a shop like yours out here in California! Best regards!

I wish there was a guy like this in Massachusetts. A TRULY trustworthy technician is invaluable. I’ve never been able to find a shop that will treat my vehicle like it was theirs and it’s plain as day that it’s standard operating procedure when you’re a customer at Dave’s.

Wow! Dave, you gave the owner the best advice...take the truck back and when you have the money's get it fixed correctly...that customer is not looking out for his self interest .

Professional customer service tutorial. Integrity of your work is what has built your reputation. Unfortunately this customer didn't realize the quality of shop he has/had the opportunity to work with. You handled that interaction with class!

You do the greatest job in the business because it's like a real real good down to earth family.😂

From the heart...cant see where you need improvement...A+ job handling the customer

You handled that like a true professional. Ive always told my "surgeons" working on my truck to give it to me straight and then let's go over options TOGETHER, as a team, to get it fixed. He wasn't even willing to hear out your options for him. Some people are just that hard headed.

Lots of respect for the honesty you gave to the customer. You tried to tell him what he NEEDED to hear. That’s integrity and leadership. From one Dave to another! 👍🏻

I remember watching my office receptionist talking to customers on the phone. You could tell she was being as polite and helpful as possible. Then, after hanging up the phone. She would say "PEOPLE PEOPLE PEOPLE!"😮😅

Dave I wish there were more pros like yourself out here, I wish I can hug ya man. I love ur philosophy on how you explain things to your customers. I’ll pray for you, family and your team. Keep grindin sir!

Dave you have integrity and aren't trying to invent problems to try and milk more money from the customer. You have tried to calmly explain that fixing just the fuel system may not fix the car's problem and still not run properly, therefore a waste of your time and the customers money. When that Turbo lets go it will destroy the whole engine and he will blame you and bad mouth you all over town and on social media. You tried to educate the gentleman about the futility of only doing a fuel system repair, but he was fixated on his budget and was hoping and dreaming he would get out of it cheaply. You stayed calm and courteous and professional with the gentleman , that was very well done. I would have told the customer that he needs to come and pick up his motor vehicle after you put it back together, because you cannot in good conscience only fix a fuel system when you know it has other major mechanical issues. Many people own cars and have a drivers licence, but cannot maintain and repair their cars. Your job as a professional is not only to fix their vehicles but to educate them. Unfortunately in this case it was falling on deaf ears. I feel sorry for him that he cannot afford to own and maintain and repair that vehicle and his previous mechanics were not as skilled and honest as you. Just walk away from this repair job because if you do just the fuel system as demanded, he will blame you for incompetence when it breaks down again. All the best from Australia, you have a great work ethic and honesty and integrity 👍👍👍

I've worked in my profession for almost 38 years now. And very few people that comes through our doors are happy to be there. And over time ive developed my approach as not to make them happy but mainly make sure they leave my office more informed about what and why we do what we do. They still may not be happy when they leave, but they know we aren't just haphazardly throwing numbers around and pulling stuff out our ass. I dont see any place in this interaction where you could have handled any part better. Just thank the good Lord you get to help people every day with your knowledge. And thank the Lord you not a tax assessor, lol.

Dave I'd like to say that your shop did everything possible to get this gentleman to fix his vehicle correctly and obviously he doesn't want to listen to anybody and he wants it done his way Well it can't be done his way and sometimes people just need a dope slap anyways it won't run good without the turbochargers being fired up he needs to understand that and he's not going to do it and you did everything possible and I do agree with you sometimes you're going to step back and say take it to another shop not going to get a satisfaction and this has been going on for a long time with him I guess disgruntled customers are always out there but in this case push the truck out c'est la vie God bless you and God bless all members in the shop really enjoy watching you on videos thank you

I'm a builder with running a family business. There's always a customer who think that they known more than you. Even with the evidence in their face. The best is to be truthful and protect your integrity. For me integrity is doing the right thing even when no one's looking. Lots of love from the UK God bless you Dave.

I'm the service manager at champion Chevrolet in reno nv, i feel your pain dave, but i have to say that listening to that phone call , i would have been the one hanging up!! You did awesome 👌

Dave I'm NOW A SUBSCRIBER - you handled this customer like a true pro and gentleman. Much of how you handled this person applies to any personal interactions… especially when running a business. Unfortunately, the world is full of these people… it's how you manage them

I think you handled it well Dave you told the TRUTH and as you mentioned had integrity and well your a solid mechanic and solid man what else needs to be said….

Better the hard truth then the sweetest lie. You did good. Honest , transparent and accountable. I understand your situation.

I've been in the auto repair business 24 years and this is how it's gotta be handled. Straight facts, options and cost. Some people get upset, others will work with you. Great job handling this Dave. You've earned a subscriber.

As a Lead Service Advisor/Shop Foreman at a large commercial truck repair facility, you did absolutely nothing wrong. I have these type of conversations daily with people and trucking companies. I don't like calling my customers ignorant, but a lot are no matter what you say and or do for them. It's not your fault the other shops didn't catch anything else, and it's not your fault that the truck broke down to begin with. I'm a new viewer and will continue to be from here on out. Keep up the great work, Dave!

Dave you and your crew are totally honest you always know how to do a professional job I love how you tried explaining the problems with this truck and I would totally trust your opinion..I understand you how frustrating you might get you handled the situation professional and he seemed to take things out on you and your crew ,,now he needs to understand more problems will not be because of your shop...I'm like you stop all work on the truck he can come get it...fixing the fuel system still not going to cure the problem .. protect you business 🙏🏼 love your video's

Dave, I've been in business for 35 years as well (custom home building). Bravo to you for your handling of this customer! I am now a subscriber and look forward to more of your content. Especially, situations like this one. When he mentioned "attorney" that would have been the end of the phone call for me. He has exerted no efforts to keep the truck maintained and now he's mad because it's falling apart. Hopefully, he picks it up and you never see him again.

I have been in the service business most of my life. I appreciate the pain your feeling

Respect you very much as a mechanic, a business owner , and most of all being a completely honest, and professional human being. The world would be a better place if people handled their business and customer relations the way you do. No-one likes making tough calls or delivering bad news. In my opinion you handled that like a true professional.

Handled like a pro Dave much respect for you for always keeping your customers best interest at heart well done 👍🏽

Dave I applaud your professionalism and appreciate the content. I got a bad feeling he's been burned by other shops. Thank you for not taking it personal.

That might not be one of your best videos on your part but for the viewers it shows how professionalism... integrity...etc plays out by doing the right thing.

Dave- Second generation shop owner and learning a lot on the business / customer service side of things as I was a tech for 20 years prior. Definitely one thing I learned is even though it sucks to have to be honest about things (even if it was your fault etc.), you have to be honest, because "every lie incurs a debt to the truth" as they said in the Chernobyl movie. So many things are out of our hands up until the point of actually fixing it, from part delays or outright no availability in today's world. We are the last line and have a huge burden to keep people moving that most don't really understand, its tough.

Best video about the car repair business I've ever seen. Ive been a technician for over 20 years and can never put this kind of situation into the right words. You just have to be there.

I’m 30 years old I’ve just started my own business a year ago I’ve been wrenching since I was a kid I’ve never had no guidance from no one anything I didn’t know I have taught myself off google KZfaq all data and so on I’m so glad I’ve came by you’re video’s I’ve been watching none stop and building my business like you run you’re business I just want to thank you for taking the time to teach us cause a lot of us have no one to turn to you’re giving me the skills to deal with customers and way more helping me build my confidence and so on thank you Dave… and you did a perfect job with the customer you couldn’t have done it any better…

I cannot tell anyone how much I love Dave and his team, and how much knowledge he shares with everyone. As a prior ASE tech for Ford, I cannot thank you enough for several tips and tricks I learned from you, and the amount of people you have helped Dave. You’re a blessing in disguise brother! ❤

I think you have handled situation flawlessly. This video should be watched by all small business owners.

You have tremendous grace under pressure. I've been a teacher for 36 years and had a few parents "go off". It's never fun but honesty is always the right way to go. You're a class act and I hope you sleep well at night. You're always doing your best and that has to be good enough.

Dave . Absolutely fantastic attitude towards your customers, including this one. He was very short-sighted, imo. You gave him the best options given the information you had and his budget. I'm in the UK and it's a pleasure watching you go about your business. 👍

You are definitely a pro! I would want your business and its professional technicians working on my truck any time. If that was my truck I would have asked you to pause on the fuel system repair and instead diagnose the engine further. Then, knowing the big picture make an informed decision. Possibly parking the truck until financially able to do the whole job right. That customer was totally off his rocker. You did a fantastic job of not losing your cool. Great job!

Service advisor here my comment... Over 40 years of experience in the automotive industry from the ground up. I have written up millions of customers in a capacity as a service advisor in the car wash Auto detail business but my experience also as a Master mechanic at dealerships etc etc I have to tell you Dave's Auto center and Dave from viewing the uploads on KZfaq of Dave and his interaction with customers and his awesome crew awesome capabilities awesome knowledge clearly one of the most trustworthy experienced top shops in the nation. From A to Z from the videos I've seen again uploaded on KZfaq Dave and his crew and his shop are world class act. Please read my other comment for my suggestion.

I think you did better than anybody in the world could do . I do a little auto repair on the side and if its over my head i dont touch it . Keep on keeping on dave ,

I would not lose any sleep over this discussion you had with this gentleman about repairing his truck he is being bullheaded and he does not want to listen or even look to see exactly what it is you're telling him that needs to be done you seem to be a very honest mechanic shop owner and I have watched many of your videos love and I believe that's due to your honesty of what you're showing to the public thank you and carry on but don't lose any sleep

You did what was right. Straight forward and honest. Calm demeanor with the customers best interests in mind. Good job under pressure with all of us watching.

Dave is a real professional! Hats off to this man.

Dave you handled it perfectly. I run an excavation business and being honest has always been the best option. What the customer decides to do is their choice. Do it right the first time. And do your best. Thanks for the videos. Excellent work!

Thank you Dave and ALL you employees for having High standards and morals.

You seem to be an honest man that runs an honest shop. Unfortunately you are the only one. I know auto repair, I am just handicapped and can't do it know more. If I brought my car to 10 shops, 9 would try and get over on me in some way. So when you do finally stumble across the right mechanic your guard is up. I have been watching you for a while now. You are a good man. I wish I lived closer so I could use you. God bless.

I stumbled on to this channel by accident been glued ever since. I myself ended up following my father footsteps without even trying now I am a diesel tech simple oil changes simple stuff but Mr Dave gets deep into it so much knowledge to pass down I would have loved to worked for someone like him. We need a shop like his down in Oklahoma. I watch all his videos to learn

Dave, As a retired shop owner this customer appears to have his mind closed. My experience with people like this is he may be looking for a lawsuit, or damage your reputation could suffer. The latter you work a lifetime to build. I have learn sometimes it is better to cut your loses. I have been in this situation myself, and I learned when people want discuss the problem in a civil manner, that they want the vehicle fixed at someone else expense. Good luck. I enjoy your videos. R.G. Young, Jr.

Im no mechanic and have little to no knowledge of how to work on engines. But I do work with people and, like all of us, have been on the customer end of this scenario. Regardless of my financial situation or frustrations with a vehicle, this is how I would like to be spoken to and informed of the repairs needed. I can only imagine that for most shops many customers think you are out to get them and charge insane amounts of money for unnecessary repairs. It’s a tough spot to be in. As a customer I think you handled the situation being as polite, respectful and as well spoken as anyone would hope for. Well done! Must respect to the work you do!

Your hardest but best video ever Dave, God bless you ! You and your team.

This is such a great lesson for young entrepreneurs, car owners, and business owners alike to learn. How to treat your customers, what an actual repair looks like, and how to deal with that one difficult customer. So much grace and love for this man, as if he was your family!

I’m a beginner service advisor and this was a teaching moment. Sometimes customers are just super difficult and there’s nothing you can do about it but you handled it so professionally. Thanks for showing us how it’s done.

Dave you were honest and that's what matters. This poor guy has been taken advantage of by other shops. He has spent a ton of money at other shops and is at his whit's end on what to do. I commend you on your professionalism.

I think you were very fair Dave, more than fair! That guy was being unreasonable. I would have told him to pick up his truck, you can’t fix it for him. If he was willing to listen to you, I’m sure you could have worked out a repair for him that he could afford. Why would you put 10 or 12 grand into and it still won’t run. A compression test is cheaper than a fuel system. I would love to have a shop here in Windsor Ontario, Canada that I could trust. Someone that is upfront and honest about what I should do. Love your video’s and your shop. I’m learning lots about diesel motors from a guy that knows, and it free! Thanks Dave! Sorry that guy was unreasonable. You did your best.

Dave your a man of integrity if only everyone was as honest and fair as you. Keep up the good work!

Dave you are a great guy. Smart, professional, patient with people. You handled that the best i think anyone could.

Call him back. Explain to him if you cannot correctly fix his truck then you don’t want the shop’s reputation associated to his truck. Tell him to pick it up. Despite customer’s instructions and your advise, if his truck engine does not work, he’ll sue you in court and castigate your good name to all who will listen.

You did good. I feel his pain.

Dave, I learned so much for you. Overall, the videos and to day. It had nothing to do with repair in the car. It was how to handle people in the hardest situation when they're unhappy to begin with.You are a true artist.Thank you for everything you do

As a fellow tech that has to break bad news daily, this was a master class. You’re a rock star Dave.

Best videos on you tube I am learning a lot from you and my boys thank you for sharing your videos