Automotive Service: What Do You Expect?

Posted on April 12, 2011 by admin

Much to my surprise, I have realized that over the last 8 years I have been a student in the School of Automotive Service/Repair with a major in Customer Service. In 2003, my husband made the decision to purchase Dean’s Automotive and merge it with his then business, Warren McCord Motorsports. I had already been making some contributions to my husband’s business with my marketing skills, and it just seemed natural for me to devote myself full time to the newly formed company. I had no idea of what it would mean for me to become immersed in joining my husband as a business owner, nor did I understand how much there was for me to learn!

I am inspired to begin a series of posts to share some of my experiences and how they have changed me as well as what I have learned that I know will be valuable to you who are reading this. I am guessing that most of you reading this have at least one vehicle you rely on to get you where you want to go, and one thing I have learned is that we, as car owners, have a responsibility to ensure that continues to happen! You, the owner, and we, the service/repair facility, need to work together for the health of our vehicles.

Today, I have a question: when you bring your vehicle in to the shop for an oil change or other routine maintenance service, what are your expectations?

This is what I believe they should be:

1. The Service Advisor will receive you with a smile and an interest in listening to your needs.
2. You will be given a professional and complete written estimate of the work to be performed on your vehicle.
3. You will be told, in detail, what will be done to your car, which should include checking the condition of your fluids, your lights, your tires and your brakes.
4. As part of that explanation, you should be given the option to have your tire pressures checked (California Law now mandates that this be done at all services unless the customer says No)
5. You will be told when to expect the service to be completed.
6. You will be asked if you need a ride to your home or place of business while your car is being serviced (this should be done when you first call to make your appointment).
7. You will be called if the technician discovers anything during the service that requires additional attention; nothing should be done without your permission.
8. When your vehicle is ready, you will be called, picked up if needed, and the Service Advisor will go over the invoice with you in detail, answering any questions, before you sign and pay.
9. You will be thanked for your business!

Does this describe your experience when you go in for a routine service?

Donna McCord
Owner
Dean’s Automotive, Inc.
www.deansautomotive.com
www.facebook.com/deansautomotive

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How Often Should I Bring My Vehicle in for an Oil Change?

Posted on March 27, 2011 by Donna McCord

Most people have been conditioned to bring their cars in for an oil and filter change every 3 months or 3,000 miles, whichever comes first. And many automotive service/repair facilities, including dealerships, will stress that it is important to change your oil frequently.

This recommendation is actually a carryover from years ago when vehicle engines were not built to today’s exacting standards. Today, the fuel and ignition systems and, in some cases, the engine camshafts, are controlled by sophisticated computer controls that also contribute to a longer life span for engine lubricants. Many of the lubricants themselves are built to a much higher standard than in the past.

The engine oil performs 3 jobs:
1. Lubricates the moving parts
2. Carries heat away from the moving parts
3. Carries any debris away from the moving parts to the engine oil filter.

So how frequently do today’s engine oils and filters need to be changed? It depends! It will vary depending on the type of oil (petroleum-based vs. synthetic-based) as well as the type of driving you do. Generally, petroleum oil should be changed at the 5,000 mile/5 month interval, while top of the line synthetic oils can wait as long as 25,000 miles or one year. Many of the new cars have a computer program that tells you when an oil change is necessary based on your driving – engine speed, miles driven, and how hard the engine has been working (e.g. acceleration, driving up hills, etc.). If that oil change light appears on your dashboard, do not ignore it!

The most important thing to remember is that when you do change your oil, be sure to use good quality products. Just as with any other product, there is a varying degree of quality, and your vehicle may require a specific weight oil and type of filter. Make sure that whoever is changing your oil uses the correct and proper quality products for your vehicle. Remember, too, that choosing the lowest cost oil change increases the risk of compromising the quality of the oil and filter being used. At first you may not notice any difference in your vehicle’s performance, but over the life of your vehicle those cheap oil changes using the wrong or lower quality products could result in thousands of dollars in repair costs.

How often do you change your vehicle’s oil and oil filter? Are you using petroleum or synthetic oil in your car? Do you know which oil and filter is best for your car?

Donna McCord
Owner
Dean’s Automotive, Inc.
650-961-0302
www.deansautomotive.com

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How to Get the Best Gas Mileage from Your Car

Posted on March 20, 2011 by Donna McCord

I don’t think anyone is too happy about the climbing fuel prices. Especially those of us who are on a tight budget or who have cars that don’t get the best gas mileage — what can we do about it? My daughter, who is away at college, is now thinking twice before driving anywhere, and has even decided to take an airplane home her next visit as it will actually be less expensive (her Izusu Rodeo is not very fuel efficient!). But there are ways we can help our cars achieve the best fuel efficiency possible. Here are some points to remember (and yes, I have shared these with my daughter, too!):

1. Know that the biggest difference between the gas at one station and another, outside of price, is the additive package used by that company. Be aware of what is being added to your gasoline.
2. In particular, look for the amount of ethanol added to the gasoline at your station. The higher the percentage, the lower the miles per gallon will be. The maximum percentage of ethanol you will generally find is 10% — look for a lower mixture if you want to enjoy better gas mileage.
3. When it comes to motor oil, synthetic products will help improve your gas mileage as well as protect your engine components.
4. The best synthetic motor oil we know of and highly recommend is AMSOIL (TM) synthetic oil*.
5. Make sure your tires are properly inflated. Underinflated or low tires will noticeably decrease your mileage.
6. Reduce excess weight — what are you carrying around in your trunk that you seldom use?
7. Keep up with your vehicle’s recommended services; things like dirty air filters and fouled spark plugs can significantly affect gas mileage.

Future gas prices may climb even higher than what we are seeing now, but we do have some choices we can make to protect our wallets as much as possible. Do you know what kind of mileage your car is getting?

*Warren McCord is an AMSOIL distributor.

Donna McCord
Owner
Dean’s Automotive, Inc.
www.deansautomotive.com
www.facebook.com/deansautomotive

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TEEN DRIVER SAFETY: WHAT ARE GOOD CARS FOR NEW DRIVERS?

Posted on February 6, 2011 by Donna McCord

One of our customers recently told us that their daughter just got her driver’s license, and she asked if we agreed that her SUV would be the best of their vehicles for her daughter to drive. We had to disagree!

An SUV is not the best vehicle for teen driver safety. It is like a truck! Many believe that if there is an accident, they will be less likely to get hurt. But the truth is that a teen driver is more likely to experience an accident when driving an SUV/truck.

The many reasons this is true range from minor incidents occurring because it is harder to judge where the corners of the vehicle are when parking and driving, to more severe incidents due to the higher center of gravity in these vehicles…they are much more likely to roll over during panic situations. In between, there is also the increase in stopping distance required for these vehicles. More distance is needed between an SUV/truck and other vehicles in order for it to come to a full stop. Lastly, these vehicles do not respond as quickly and securely as a regular car.

Any later (1995+) make and model of mid-size vehicle is your best bet. Make sure that the brakes are in good repair with quality brake material being used. It is also a good idea to take the car to a trusted repair facility for an inspection prior to turning it over to your child, just to make sure that everything is in good running condition….lights working, correct fluid levels, etc.

To help new drivers, or anyone approaching the driving age, with accident prevention, taking them to the Malibu Grand Prix will help get them acclimated to braking and steering and turning corners. The corners on the track are sharp, so speed and control are needed, and there is nothing to run into!

Once a driver has at least a couple of months’ driving experience, then a defensive driving course is highly recommended. My daughter and I both went through this course when she reached driving age. Locally, I recommend the Highway Survival course at Jim Russell Racing School (Sears Point Raceway, now known as Infineon) in Sonoma. Course instruction includes accident avoidance, skid control, high-speed performance driving exercises (yes, 65-70 mph is high speed!), etc.

There are other courses in Phoenix, Arizona at the Bob Bondurant Racing School and also in Monterey (Mazda Raceway) at Skip Barber Racing School. I strongly recommend that the parents take these courses along with their child. Even though the cost of these courses may seem expensive ($495 for the Jim Russell half day course), it is nothing compared to our and our children’s safety on the roads.

Donna McCord
Owner
Dean’s Automotive, Inc.
www.deansautomotive.com
Facebook.com/deansautomotive

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What You Should Know About a "Brake Job"

Posted on January 23, 2011 by Donna McCord

One type of phone call we receive frequently is from someone concerned about their brakes and asking how much it will cost for “a brake job”. In most cases, they’re confused because they have already called a few other shops and everywhere they call they hear a different price. This is one example of what can be frustrating about the auto repair industry. Unfortunately, there is no official definition for a “brake job”. This means that every place you call will be giving you a price estimate on a different repair procedure, based on their own definition, performed by different levels of qualified employees, and using different levels of quality parts. Also, keep in mind that without inspecting the brake system of your vehicle first, repair shops have no true way of knowing what will be needed to accomplish the repairs. It would only be a guess, and potentially an incorrect one at that. Here is what you should know:

A brake inspection should consist of:

1. A road test to check brake operation
2. A wheels-off inspection to measure brake rotor thickness. Every brake rotor has a spec for thickness to ensure safe operation. When they are outside this measurement, they cannot be used.
3. Measuring the thickness of the brake material to determine if it is above a minimum thickness. The brake pads not only provide the necessary friction, but also help dissipate heat. If pads are too thin, they cannot perform these two important functions.
4. Inspecting the brake calipers for damage such as torn dust boots, sticking pistons, etc. If the brake calipers are not performing as designed, they will not allow enough force to be applied to the brake pads to stop the vehicle.

At a minimum, a brake repair should consist of cleaning, inspecting and lubricating the brake hardware and components. In most cases, this would also include machining brake drums and rotors. It’sW important to understand that these procedures are not performed with most “cheap” brake services, and are probably the most critical to be done. Lastly, the brake repair should include installation of new brake materials that meet or exceed the original design specifications.

Important Tip: Do you know that many newer vehicles, including BMWs, Volvos and some Fords, are now manufactured with brake rotors and pads designed to wear out together? This means that they need to be replaced at the same time. If the brake rotor is not replaced with the pads, it can result in brakes that are not going to function as intended. Be sure that whoever is working on your brake system is aware of this new trend.

The quality of parts used is another important aspect of the brake repair to be considered. There are lower-cost brake rotors and drums out there that are made of low-quality metal and improperly heat treated. If inferior quality components are used, they will not allow the vehicle’s brakes to operate within the design criteria. Stopping distance increases. For example, if a vehicle is designed to go from 60 mph to 0 mph in 230 feet, when low quality parts are installed that distance can increase to 280 feet or more. This could mean the difference between no accident and a serious injury accident.

A correctly performed brake repair should do what is needed to allow the brakes to perform as they were designed. A “cheap” brake repair (one not done correctly or done with low-quality parts — or both) may result in your vehicle not being able to stop in time to avoid an accident.

In short, deciding where to get your brakes repaired should not be based solely on the cost. Remember, it is important to have a brake inspection performed first, in order to receive a realistic estimate for the correct repair. For such an important and potentially life-saving procedure, it is best to stick with a shop you know and trust.

Donna McCord
Owner, Dean’s Automotive
650-961-0302

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The Dealer or the Independent Auto Shop?

Posted on December 27, 2010 by Donna McCord

Q: The maintenance program at the dealership that came with my new car a few years ago is running out, and I would rather not continue going to the dealer for service or any repairs. If I take my car to an independent shop, how can I be sure that my “baby” is serviced correctly and will stay healthy for years to come? And what about the manufacturer’s warranties? Will they stay intact?

A: I will answer your last question first. Yes, as long as the minimum requirements stated by the manufacturer are met, no matter where you have your vehicle serviced or repaired (even if you do it yourself) the warranty will stay intact. There is, in fact, a law (The Magnusen-Moss Act of 1975) to support this.

As for your car’s life span, it is more likely that your vehicle will last longer and cost less to repair and service over its lifetime if you take it to a qualified repair facility other than the dealership. The manufacturer’s dealership network is there first and foremost to sell new vehicles and to get them through the warranty period with as little cost to the manufacturer as possible. The hope is that once the warranty has run out, you will purchase a new vehicle. This does not take into account the vehicle owner that wants to get 15 to 20 years of reliable service from his vehicle.

As I mentioned in the first paragraph, the manufacturers require minimum service items to be performed in order to keep the vehicle under warranty. The key word here is “minimum”. What we see is manufacturers deleting certain service items from their schedules. For example, transmission fluid changes are not being done because the transmission fluid is being called Lifetime Fluid. In reality, there are no lifetime fluids unless you are using the manufacturers’ warranty period as the life expectancy of the vehicle! Changing transmission fluid periodically extends the life of the transmission by many times.

A repair facility whose sole purpose is to service and repair your vehicle will have a vested interest in keeping your car reliable and healthy for many years. Also know that a repair facility serious about providing high quality care for your car has invested in obtaining access to the technical information available online to all automotive professionals. These information resources help the professional technician stay current on what areas of any vehicle are or can be troublesome and what can be done to help them last longer (i.e. changing transmission fluid). Because of the cost to access this information, many repair facilities choose not take advantage of these resources, and this is one of the biggest issues that set some facilities apart form others.

A qualified repair facility will have:
1. ASE-certified techs that are current (this is a voluntary certification)
2. Access to information to correctly service and repair your vehicle
3. Correct and current equipment
4. Ongoing training for their techs.
5. Insurance that will cover your vehicle while it is in their possession.
6. Warranty for parts and labor; the longer the term, the better.
7. Clean, neat, well-organized facility
Another point to keep in mind is that any repair facility certified by AAA (California State Automobile Association) is a good place to start. The area AAA representative inspects each facility quarterly to ensure they have all of the previously-stated qualities. In addition, they also check to make sure the majority of the facility’s customers are satisfied.

Another way to identify a good repair facility is to ask your friends that may have a similar year, make and model vehicle to yours. Is their repair facility keeping their car reliable? Is it serviced or repaired correctly the first time without having to take it back for multiple appointments? If their main reason for using their facility is that the prices seem low, it may not be the best choice. This usually means that they do not have the financial resources to pay for insurance, equipment, training, information or qualified technicians.

The internet can also be a place to find information about local repair facilities through their web sites, testimonials, etc. Not all testimonials viewed for any business are always good, as no business can satisfy every customer, but when the majority of review are positive, that is typically a good sign.

There are many good, qualified repair facilities out there, and each one has its own personality. Find one that fits you and your vehicle and you should both be happy for many years to come.

Donna McCord
Owner
Dean’s Automotive
650-961-0302

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Shocks and Struts: They're Important!

Posted on December 4, 2010 by Donna McCord

When is the last time you even thought about your vehicle’s shocks and struts? They are a critical component of every vehicle, but often taken for granted until there is a big problem. We just had a new customer recently that was having problems with their front brakes needing to be replaced more frequently than normal, while their rear brakes stayed in good shape. They came to us hoping we could help them figure out what was going on. We did a thorough brake inspection and determined that they did not need their brakes replaced. So we got their approval to do further investigation and found that the culprit was worn shock absorbers and struts.

Your vehicle’s shock absorbers or shock struts are the second most important part of your car, next to the brakes, and when worn, need to be replaced. Shock absorbers and shock struts are what help keep your car stable and allow you to stay in control while driving. As they wear, your vehicle begins to dip, sway, bounce and over-react. This results in reduced braking ability, tire and component wear and a need to work harder to maintain control of the vehicle.

Vehicle stability means being able to stop, turn, or swerve at exactly the moment and in the amount needed. Your shocks and struts react to every wheel and body movement, every bump and every corner. Any shock or strut with 50,000 miles or more is worn to the point that it can no longer provide the handling and control your vehicle should be capable of. During braking, a worn shock or strut will allow your vehicle to nose dive, causing the rear of the vehicle to rise and prevents the tires from keeping a grip on the road. The result: poor traction and loss of control which lengthens the stopping distance up to 23%. Also, more weight is transferred forward, causing the front brakes to wear faster and increasing the need for more pressure on the pedal to stop the vehicle. All this could be the difference between involvement in a serious accident and avoiding an accident.

Bottom line: if your shocks/struts are bent, broken, leaking or just worn due to mileage, it is highly recommended to have new ones installed. Be sure to have this important component of your vehicle inspected periodically as part of your maintenance program.

Donna McCord
Owner, Dean’s Automotive

650-961-0302

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Is Your Car Winter-Ready?

Posted on October 31, 2010 by Donna McCord

Colder days, longer nights – winter is almost here! Nobody wants problems with their cars, especially during bad weather. So, to keep your car reliable and healthy for winter driving, schedule an appointment with a knowledgeable repair shop for pre-winter checking and/or servicing. Make sure that the following items are inspected:

1. Tires – should be checked for proper inflation and adequate tread depth, as well as for age (six years or older is pushing the life of your tires).
2. Battery – the battery condition, charging system operation and starting system operation are critical items to be checked. In cold conditions, batteries lose some of their ability to provide current to operate the starter. Your repair shop should be able to perform a battery load test to determine if it is up to the job. A marginal battery may start the engine when it is 60 degrees outside, but may not at 15 degrees!
3. Starter – this could also be weak and able to start the vehicle at 60 degrees outside, but not at 15 degrees, so a check of the current needed by the starter to do its work will indicate whether it is up to the task or not.
4. Alternator – has to work extra hard to provide the battery with the current needed to run all the accessories used in the cold, especially if you plan to be where there is snow. The charging system should be tested with that same electrical load to make sure it is working correctly.
5. Windshield wipers – should be tested to make sure they are working properly and that the blades are in good condition to ensure clear visibility. The windshield wiper fluid needs to be the proper mix so that it does not freeze.
6. Exterior lights – brake lights, taillights, headlights, etc. should all be working correctly to avoid accidents (and possibly a ticket, too!).
7. Engine coolant – condition and mixture is important to check in order to avoid freezing or engine damage; your repair shop should be able to check both freeze point and acidic level of the coolant.
8. Heater and defrosters – need to be in good working order to keep inside windows clear, not to mention your comfort!

Enjoy the holidays, keep you and your family safe, and have one less thing to worry about – schedule that important inspection/service today!

Donna McCord
Owner
Dean’s Automotive
2037 Old Middlefield Way
Mountain View, CA 94040
650-961-0302
Mountain View Auto Repair

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Routine Car Maintenance Buys Healthy Car Insurance

Posted on October 3, 2010 by Donna McCord

Many people believe that once their odometer reaches 100,000 miles, their car is on its last legs and it’s time to consider purchasing a new one. That’s only true if you’re tired of your car or just have to have that beautiful, new model being promoted in the media. But if you love your car and don’t look forward to monthly car payments or higher insurance and registration fees, you can keep it for up to 200,000 miles and beyond. It’s all in the maintenance. There are two important areas of concern you can influence regarding your car’s health:

1. Keeping the car looking good
2. Keeping the car mechanically fit

Looking Good:

The best way to maintain your paint job is to keep your car clean. The debris that accumulates on the exterior causes the finish to deteriorate (especially bird droppings, which are acidic and chemically damage the paint). The longer debris is left on the finish of the vehicle, the more damage is done.

Since it is not always convenient to wash the car yourself and not the best for the environment to wash a car in the street (wash water flows down the sewer and into the Bay), taking your vehicle to a professional car wash is a good alternative. They recycle and clean the wash water before it goes into the sewer system.

The interior of your vehicle also requires some ongoing attention. Placing mats on the floor to protect the carpets and being careful with food and drink in the car is important. We also recommend a professional detail once a year to keep the appearance (both inside and out) like new.

Mechanically Fit:

There are a number of areas that need attention to keep your vehicle in good running condition.

The best place to start is to follow the manufacturer’s maintenance recommendations. Again, this is a place to “start”. Following only the manufacturer’s recommendations simply guarantees to get you to the end of the factory warranty period. To take your car down the road another 5 – 10 years requires more attention to the details. For example, so-called life-time fluids will lead to shorter component life times if the fluids are not changed as needed. Transmissions can last many times longer if the fluid is changed at 60,000 miles (sometimes sooner depending upon the application).

Engine coolant deteriorates and should be tested for acidity or pH so that the old coolant does not damage the engine metals and cooling system. This can lead to engine head gasket failures, radiator failures, coolant hose failures, etc.

The brake system fluid also deteriorates and needs to be tested to determine when it should be changed. Old brake system fluid can cause premature brake component failures or can lower the system fluid boiling point. This can cause brakes to fail under heavy usage.

Power steering fluid needs to be tested and changed when needed. Old power steering fluid will lead to premature failure of power steering system components.

Most car owners are aware of the need to change engine oil and filters. There is an alternative to the tried and true petroleum based oils: synthetic engine oils. The synthetics can go longer between changing, resulting in less waste added to the environment. The other advantage is less wear and tear on engine parts, lower heat and lower or no deposit build-up on the engine. This will mean longer engine life with fewer repairs.

Just as with taking care of our bodies, investing a little time to pay attention to the details will result in your car living a long life for multiple 100’s of thousands of miles. Of course, the chances for success are greater if this car regimen begins when your car is new, but starting now is better than not starting at all!

Donna McCord
Owner
Dean’s Automotive
2037 Old Middlefield Way
Mountain View, CA 94040
650-961-0302
Mountain View Auto Repair

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Heavy Keys Can Mean an Auto Repair Bill

Posted on September 19, 2010 by Donna McCord

Take a look at the key ring you are using to hold your ignition key. How many other keys are hanging there? More than 4 or 5? Do you have charms, a flashlight, a can opener on the ring? How about the mini plastic scan card from Borders or another store you frequent? Your child’s photo? A cute, stuffed animal? It’s amazing how many of us, (and I have to say it is usually us women!), use our key ring as a place to collect mementos and other gadgets we are fond of or want to have immediate access to.

Having a large and heavy key ring may make it easier to find in your purse, but there is a critical down side. Over time, that heavy key ring swaying to and fro from your ignition, will wear down the tumblers in the lock and cause problems with starting your car. The worst case scenario is when your car won’t start at all. Think of your own front door in your home. The key inserts in the lock and turns the tumblers inside until the lock is released. If the tumblers wear down or become damaged in some way, your key is not going to work as it should.

The best way to solve this potential problem is to keep your ignition key on a detachable ring from your other keys and paraphernalia. That way, when you get in your vehicle, you can simply detach the key for use while you are driving. More and more vehicles today use the remote keys, but if you still have to put your key in an ignition slot, be mindful of the weight of your key ring and the possible damage it can cause. The cost to replace your ignition tumblers is not cheap, but something you can easily avoid.

Donna McCord
Owner
Dean’s Automotive
2037 Old Middlefield Way
Mountain View, CA 94040
650-961-0302
Mountain View Auto Repair

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