back from getting Toyota serviced - rant time

[sceva]

I have been going to my dealer for service on my Toyota's since 2001 and have always been satisfied in the past. They seldom came out and "Suggested" extra items (other replacing dirty filters) and when they did would explain and show why. THEN, they moved into a new facility with fancy waiting areas and amenities - the cars are taken to a second building behind and there is no longer an area where you can watch the mechanics.
Almost immediately I noticed that there was a marked increase in the service writers coming into the waiting area to tell the customers about things the mechanics found and "Suggesting" extra service items - mostly to cars that are no longer under warranty. Filters, new lug nuts, Fuel Injector services, wipers, power steering and brake fluid flushes. battery cleaning service. always with a seemingly large "labor" component. I seldom heard these Suggetions at the old facility and had come to pretty much trust that they only suggested extra items whan it was actually justified.
Today, it was my turn. 2008 Corolla with 42K on it and absolutely no percieved problems or issues and no decrease in fuel economy except for weather related. Accelerates and runs great - no code lights showing. Went in for an oil change using my supplied Pennzoil Platinum as usual and it wasn't long before the service writer was back suggesting a Throttle body service at $65.00 and a power steering service at (I think) about $80.00. Reasoning: They said it looked dirty so the tech checked Immediate service required. I declined.
Like I said, This started as soon as they moved to the new facility which also correlates simewhat with a downturn in sales and the economy. I used to be very satisfied with the service there but more and more it is apparent that they are attempting to add on extra services to help pay for the new facility and cover the drop in car sales dollars.

Rant Over

 

[Herz]

write a letter to the management of the facility, let him know how you feel.

 

[Mr Nice]

Why even bother going to the dealer for simple maintenance ?
Are you sure the Tech didn't keep your Pennzoil Plat and just pump bulk oil into your engine ?

Chances are that they would not changed the PS fluid or clean the TB even if you paid for that service. Its very common for the service writer to sell addtioonal work for that high mileage , worn out Corolla with 40K miles.

 

[Johnny248]

no offense, what is the problem here? One part of a service writers job is to inform the customer about the maintenance and overall well being of their vehicle. A writer who does not come out and inform customers of issues or recommend maintenance is not doing his or her job. Throttle bodies get dirty all the time, part of the normal operation of the vehicle. A clean throttle body is in many cases important to the operation of an engine. Took at power steering fluid after 42k vs new fluid and tell me there is no difference. If you write a letter to the facility it will be disregarded because the writer is doing his job. Believe it or not, car dealerships are not there simply to fix your warranty concerns. Service should be able to support the dealership.

 

[Johnny248]

Originally Posted By: LT4 Vette
Why even bother going to the dealer for simple maintenance ?
Are you sure the Tech didn't keep your Pennzoil Plat and just pump bulk oil into your engine ?

Chances are that they would not changed the PS fluid or clean the TB even if you paid for that service. Its very common for the service writer to sell addtioonal work for that high mileage , worn out Corolla with 40K miles.



Are you kidding me? Chances are they would not be changed?? How can you make statement like that?? You are saying that shops will take your money and do nothing than shops that will actually perform the services?

It is pretty easy to walk out to your car and look at the power steering fluid.

 

[SrDriver]

Time to find a good local mechanic that you can trust and stay with your vehicle while they are working on it.

It's either that or do much of the oil - filter and required maintenance yourself.

It sounds more like an Iffy Lube place than a dealership.

 

[Herz]

My toyota dealer is similar, when I had the corrola they would only come and pester you when your air filter was clogged.

 

[crinkles]

I recently got a "service reminder"
from my toyota dealer. i've psted about their reminders on here before because they are good for a laugh.

this time, for $80 each, i can
a) get a fuel system cleaner thrown in
b) get a "power steering service"
c) get an airconditioning "service"

i am so lucky, i can choose any one of the above or a combination thereof! i can't believe my luck!!

oh, and don't forget, i will get my coimplimentary free rubber wiper inserts and windshield washer additive! yay!

WHAT A RIPOFF!

on a serios note; i thought they were supposed to check the aircon as part of a regular service? unless they are going to refill the gas IDK what they are proposing for $80... a checkover??? pretty sad that honesty has pretty much disappeared from dealerships and they count on people with no knowldege of cars to be ripped off to make thier money.

 

[Mr Nice]

Quote:
Are you kidding me? Chances are they would not be changed?? How can you make statement like that?? You are saying that shops will take your money and do nothing than shops that will actually perform the services?

YES. I don't trust those lazy uneducated snakes auto techs / service writers trying to sell unnecessary services to customers they don't need or never asked for.

Sure times are tuff and service writers and mechanics need to cheat the customer to say in business. I'm sure that new facility with fancy waiting areas and amenities such as all you can drink coffee and stale donuts is a trade off for that 40K mile power steering service the service writer sold.

Why do they need to pressure customers ?

 

[crinkles]

Originally Posted By: Johnny248
Originally Posted By: LT4 Vette
Why even bother going to the dealer for simple maintenance ?
Are you sure the Tech didn't keep your Pennzoil Plat and just pump bulk oil into your engine ?

Chances are that they would not changed the PS fluid or clean the TB even if you paid for that service. Its very common for the service writer to sell addtioonal work for that high mileage , worn out Corolla with 40K miles.



Are you kidding me? Chances are they would not be changed?? How can you make statement like that?? You are saying that shops will take your money and do nothing than shops that will actually perform the services?

It is pretty easy to walk out to your car and look at the power steering fluid.


I think it is quite common that things get paid for that do not get done. the vast majority of people don't have the wits to actually check that.

If i wear my regular office clothes, they treat me like an idiot when i drop my car off. when i wear my high vis site clothes, they seem to think that because of the job i must have i must have some technical knowledge so they cut the bee-ess.

 

[cos]

As others have said - find a decent mechanic to do this basic maintenance or learn to do it yourself - it's really easy! Cleaning a TB and changing PS fluid are, or at least should be, regular maintenance items - I do them regularly on my vehicles.

 

[oilboy123]

Well Maybe the Throttle cleaning is justified? Maybe the power steering fluid is getting skunky. Maybe the trottle body is OK and the Power steering fluid does need to be changed?

Have you checked those items yourself? Kind of normal to sell sevices like this. What's to say they were not selling needed services in the old facility that were needed on your car. Just because your car did not break down does not mean it did not need a few preventative things done to it.

There is a wide variance of what people feel they need on their cars, that's for sure. I have found that keeping up on things is a good way to know what's going on with your vehicle. My Daughter had some problem with her car a few years ago in another state. When they tried to sell me new spark plugs I was able to tell them they had about 30K on them and they where full platinum plugs my Daughter and I had replaced before.

 

[oilboy123]

Originally Posted By: crinkles
Originally Posted By: Johnny248
Originally Posted By: LT4 Vette
Why even bother going to the dealer for simple maintenance ?
Are you sure the Tech didn't keep your Pennzoil Plat and just pump bulk oil into your engine ?

Chances are that they would not changed the PS fluid or clean the TB even if you paid for that service. Its very common for the service writer to sell addtioonal work for that high mileage , worn out Corolla with 40K miles.



Are you kidding me? Chances are they would not be changed?? How can you make statement like that?? You are saying that shops will take your money and do nothing than shops that will actually perform the services?

It is pretty easy to walk out to your car and look at the power steering fluid.


I think it is quite common that things get paid for that do not get done. the vast majority of people don't have the wits to actually check that.

If i wear my regular office clothes, they treat me like an idiot when i drop my car off. when i wear my high vis site clothes, they seem to think that because of the job i must have i must have some technical knowledge so they cut the bee-ess.


That would make a good reality show. Have people on hidden camera and put them in different situations to see how they are treated?

Women dressed fancy with a fancy car acting gullible. Man in suit and tie. Then have guys in overalls come in with a Chevy etc etc.

 

[sceva]

Originally Posted By: Johnny248
no offense, what is the problem here? One part of a service writers job is to inform the customer about the maintenance and overall well being of their vehicle. A writer who does not come out and inform customers of issues or recommend maintenance is not doing his or her job. Throttle bodies get dirty all the time, part of the normal operation of the vehicle. A clean throttle body is in many cases important to the operation of an engine. Took at power steering fluid after 42k vs new fluid and tell me there is no difference. If you write a letter to the facility it will be disregarded because the writer is doing his job. Believe it or not, car dealerships are not there simply to fix your warranty concerns. Service should be able to support the dealership.


I think you are missing the point. This dealers service dept. has gone from recommending extra service occasionally to recommending something extra to almost every customer (except cars under warranty). I have sat in their waiting rooms many times over the past 10 years and heard many conversations between the service writers and the customers. The change was iMMEDIATE and unmistakable upon moving to the new facility. This has resulted in going from trusting that I was getting ligitimate input (which often included talking to the mechanic and being shown the problem) to now getting the impression that the extra services are being pushed not because they are actually needed but because it is a source of easy quick income.
I seldom declined extra recommended services in the past as I felt that they were only suggested when it was felt they were actually necessary. That is why I liked and used this particular facility even though there are others much nearer to me.
You say service should be able to support the dealership: That is true and I am willing to pay their rates to have a service done that I either can't or do not wish to do (although I won't pay them $57.00 to drop the glove box and replace a cabin filter that I can do myself for $18.00 and 5 minutes time). I do start questioning their recommendations when the amount of extra items recommended undergoes a marked increase with a move down the street.

 

[Mr Nice]

Quote:
If you write a letter to the facility it will be disregarded because the writer is doing his job.

You are 100% correct.

You forgot to mention that the snake service writer is bringing in revenue to the dealership for 'selling' totally unnecessary services and parts by pressuring the customer. I'm glad I don't have to make a dishonest living at a car dealership.

 

[Cutehumor]

it's funny. these dealers love these wallet flusher services, they make a ton of profit off of it. but if you bring a car that needs a trans or engine rebuild. they quote some humongous $3500 price so you go elsewhere, they don't want real heavy duty work.

 

[Popinski]

I wonder why no person, no company, or no bureau is doing anything about car rip-off services. It just seems very unAmerican.

 

[sceva]

Originally Posted By: oilboy123
Well Maybe the Throttle cleaning is justified? Maybe the power steering fluid is getting skunky. Maybe the trottle body is OK and the Power steering fluid does need to be changed?

Have you checked those items yourself? Kind of normal to sell sevices like this. What's to say they were not selling needed services in the old facility that were needed on your car. Just because your car did not break down does not mean it did not need a few preventative things done to it.

There is a wide variance of what people feel they need on their cars, that's for sure. I have found that keeping up on things is a good way to know what's going on with your vehicle. My Daughter had some problem with her car a few years ago in another state. When they tried to sell me new spark plugs I was able to tell them they had about 30K on them and they where full platinum plugs my Daughter and I had replaced before.



I used to do all my own maintainence and am perfectly able to change out power steering fluid and other routine maintainence. I am at an age and time in my life where I neither need or care to do most of it myself but I usually know when something does or doed not need to be done. I also maintain my vehicles well and follow the manufacturers maintainence schedule. This particular dealer has performed every scheduled maintainence item and numerous additional items that they recommended on two different Toyotas since 2001 when I bought my wife's Echo.
I probably would have OK'd the additional work (possibly requesting to speak to the mechanic or see the Throttle body) if there had not been such a profound change in how they recommend service. When there is a very marked increase in the number of recommended services to the point that every customer is being hit up for then I start questioning it.

 

[ajchien]

Originally Posted By: LT4 Vette
Quote:
Are you kidding me? Chances are they would not be changed?? How can you make statement like that?? You are saying that shops will take your money and do nothing than shops that will actually perform the services?

YES. I don't trust those lazy uneducated snakes auto techs / service writers trying to sell unnecessary services to customers they don't need or never asked for.

Sure times are tuff and service writers and mechanics need to cheat the customer to say in business. I'm sure that new facility with fancy waiting areas and amenities such as all you can drink coffee and stale donuts is a trade off for that 40K mile power steering service the service writer sold.

Why do they need to pressure customers ?

I agree, different shops have different management and different sales philosophies.

I can certainly get my oil changes at 3k, air filter at 15k, coolant at 30k, and spark plugs at 30k. But my car wont last any longer or run any better than if I had my oil changes at 5k, air filter at 30k, coolant at 60k, and spark plugs at 100k.

Ive had plenty of shops recommend additional services.

Typical scenario: Oh Miss Smith, your oil hasnt been changed in the last 2000 miles! It should be changed every 1000 miles, you know. Thats in our recommendations (push a piece of paper). Oh, I see, you owners manual says not to change it for 5000 miles. I see. well, thats in the optimal driving conditions, like those folks with highways i nthe midwest, not in southern california. We recommend using our syntheic oil changes every 1000 miles. I see, you're still declining our recommendations. When I own a car, I want it to last for a long time and take good care of my car. Well, I'll just make a NOTE on our computer here that says that you've declined our recommendations.

And there have been many "shops" already stung by hidden cameras for charging for work they did not do.

Sure, it's nice to "support" you local shop with the extra work to stay in business. But it's also nice to be able to save the money so that you're able to pay your rent.

I guess thats the risk of shops overselling services. You lose customers. Our economy is being stifled. Taxes are increasing (yes, that seeming small increase in CA sales tax last year does make a difference, and Im afraid of federal and state income taxes going up too), and cost of services increasing (inflation), over the last 1.5 years, I've become a do-it-yourselfer.

 

[wiswind]

Having a relationship with a shop that you can trust is a important part of owning a vehicle.
If you can no longer feel that you can trust this shop, then it is time to look for another shop.

I like reading that you are willing to pay more for service that is done by folks that know what they are doing.
I get frustrated by folks who only care about getting the lowest price.....and expect top notch service on rates that would barely support a minimum wage for the person working on their car.

I had great service from a FORD dealership.....but they changed ownership......replaced all the union mechanics with non-union, and when I went in.....ALL the service writers were different.
Things changed......so I went elsewhere.

Some shops advertise insane cheap prices on some simple services to get you in the door.....to sell you more.
I have no problem with that, getting you in to do a HONEST check of your vehicle is a good way to build a trusting relationship with new customers.....however hawking unneeded services, or services at prices that are higher than the "going rate" is not honest.

AlldataDIY lists the "standard time" and list prices for many services.......so you can take the standart time......times the facilities shop rate....and know what the price should be.
This does not work for every service....but it is a good tool for others.

I hope that you can find a good shop that you can trust.
Ask around.....try them out for a oil change..see how you feel with them on the simple, easy stuff.

Yes....I do believe that there are Honest folks at dealerships......and there are also dis-honest folks at independant repair facilities.......so you will need to check them out in your area.