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International Automotive Technicians Network
Re: Outrageous customer claims, self-diagnosis, or statement
Posted to Open Discussion Forum on 8/28/2018

Had a good regular customer of a shop I used to work for stop in one day with a complaint of a rattle in her FJ Cruiser. We took it for a drive later that day and distinctly heard a rattling noise from the rear of the car. A quick inspection of the rear cargo area revealed that the jack and related components weren't properly secured. We corrected the issue and test drove to verify the noise was gone. When ther service writer called to tell her the good news, we discovered that her actual concern was a "shake" in the steering wheel at highway speeds that she described as a "rattle." We politely told her to take her car to Discount Tire and have her wheels balanced. It wasn't long after that we instituted the "customer ride along to confirm which noise\symptom you want us to chase" for those situations.

Zachary Sheafe
Gearhead Automotive
Austin, Texas, USA