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Dealership 90K service and the loss of a customer #4616742
12/28/17 02:48 PM
12/28/17 02:48 PM
Joined: Aug 2004
Posts: 19,988
CA
The Critic Offline OP
The Critic  Offline OP
Joined: Aug 2004
Posts: 19,988
CA
The customer brought their car to us because they were tired of the dealer’s pricing and recommendations. The customer forwarded me a copy of the most recent 90K major service that was performed by the dealer. From reviewing the invoice, the 90K service performed was actually quite good and comprehensive. However, removing the snake oil and reducing the total price by about 1/3 could have saved the dealer’s relationship with the customer.



2011 Toyota Prius - 173k - Various 0W-20 (Brew)
2007 Honda Accord 2.4 - 131K - Mobil 1 EP HM 5W-30
Re: Dealership 90K service and the loss of a customer [Re: The Critic] #4616743
12/28/17 02:48 PM
12/28/17 02:48 PM
Joined: Aug 2004
Posts: 19,988
CA
The Critic Offline OP
The Critic  Offline OP
Joined: Aug 2004
Posts: 19,988
CA
From the parts list, I think this was the “legitimate” work that was performed:
- Oil Change
- Replaced Both Engine Air Filters
- Replaced Cabin Air Filter (charcoal version)
- Replaced Rear Diff Oil
- Replaced Front Diff Oil
- Replaced Transfer Case Fluid
- Transmission Fluid Drain and Refill
- Engine Coolant Drain and Refill
- Brake Fluid Flush
- Replaced Wiper Blades
- Replaced Keyfob Remote Battery

This is the “very extra” work that was performed:
- Battery Service (terminal cleaning and protectant product)
- Interior Deodorizer
- Added Limited Slip Additive to Rear Diff
- Added Cooling System Cleaner and Coolant Additive
- Added Engine Flush Product
- Added Engine Oil Additive
- Added Fuel Additive….twice!
- Performed either a Throttle Body Cleaning or an Induction Service (BG 206 product), not sure which.

Instead of just sneaking in those “extra” items and making them appear to be part of a factory-required 90K service, the dealer should have given the customer some options to choose from.


2011 Toyota Prius - 173k - Various 0W-20 (Brew)
2007 Honda Accord 2.4 - 131K - Mobil 1 EP HM 5W-30
Re: Dealership 90K service and the loss of a customer [Re: The Critic] #4616755
12/28/17 02:58 PM
12/28/17 02:58 PM
Joined: Jan 2004
Posts: 4,142
California
nthach Offline
nthach  Offline
Joined: Jan 2004
Posts: 4,142
California
Those BG/MOC additives are easy snake oil for the dealership - and I question most of it. I had my parents take their car into the Lexus dealer for a new timing belt/water pump(I could have done it) and I also had them do the 50K service as well. I told the service advisor they'll go with the minimum required(LOF, new filters, visual inspection) with no BG stuff needed. The local dealer actually had the extra options priced out in three tiers.

Re: Dealership 90K service and the loss of a customer [Re: The Critic] #4616757
12/28/17 02:59 PM
12/28/17 02:59 PM
Joined: Jan 2008
Posts: 10,661
OH
SatinSilver Offline
SatinSilver  Offline
Joined: Jan 2008
Posts: 10,661
OH
Thank you for sharing. What was the total charge from the dealer for all of the work? I hope they didn't add the engine flush to the new oil that went in. I'll assume they did that correctly.

Re: Dealership 90K service and the loss of a customer [Re: The Critic] #4616760
12/28/17 02:59 PM
12/28/17 02:59 PM
Joined: Nov 2008
Posts: 3,155
Oshawa, Ontario Canada
JC1 Online content
JC1  Online Content
Joined: Nov 2008
Posts: 3,155
Oshawa, Ontario Canada
Sounds like you got a new customer. I'm sure you'll keep them much happier.

Have you stopped detailing cars these days?


2015 Grand Caravan SXT Plus 5w-20 PPPP/Fram Ultra Filter
1997 Honda Civic CX 5w-30 Shell Conventional/Fram Ultra Filter
Re: Dealership 90K service and the loss of a customer [Re: The Critic] #4616762
12/28/17 03:01 PM
12/28/17 03:01 PM
Joined: May 2003
Posts: 7,321
Oklahoma
Schmoe Offline
Schmoe  Offline
Joined: May 2003
Posts: 7,321
Oklahoma
Wow....I'd be phissed off too.


01 Supercrew Lariat 4X4
06 Accord EX-L V6
14 CRV EX-L
Re: Dealership 90K service and the loss of a customer [Re: The Critic] #4616764
12/28/17 03:03 PM
12/28/17 03:03 PM
Joined: May 2015
Posts: 1,992
America
Alfred_B Offline
Alfred_B  Offline
Joined: May 2015
Posts: 1,992
America
$1,582 total.

crzy

But it's a luxury brand.

Re: Dealership 90K service and the loss of a customer [Re: SatinSilver] #4616765
12/28/17 03:03 PM
12/28/17 03:03 PM
Joined: Aug 2004
Posts: 19,988
CA
The Critic Offline OP
The Critic  Offline OP
Joined: Aug 2004
Posts: 19,988
CA
Originally Posted By: SatinSilver
Thank you for sharing. What was the total charge from the dealer for all of the work? I hope they didn't add the engine flush to the new oil that went in. I'll assume they did that correctly.

The total is listed in the invoice - $1582+tax.


2011 Toyota Prius - 173k - Various 0W-20 (Brew)
2007 Honda Accord 2.4 - 131K - Mobil 1 EP HM 5W-30
Re: Dealership 90K service and the loss of a customer [Re: The Critic] #4616766
12/28/17 03:03 PM
12/28/17 03:03 PM
Joined: Jan 2008
Posts: 10,661
OH
SatinSilver Offline
SatinSilver  Offline
Joined: Jan 2008
Posts: 10,661
OH
Originally Posted By: The Critic
This is the “very extra” work that was performed:
- Battery Service (terminal cleaning and protectant product)
- Interior Deodorizer
- Added Limited Slip Additive to Rear Diff
- Added Cooling System Cleaner and Coolant Additive
- Added Engine Flush Product
- Added Engine Oil Additive
- Added Fuel Additive….twice!
- Performed either a Throttle Body Cleaning or an Induction Service (BG 206 product), not sure which.


I would be ok with the battery service and a throttle body service. Prob skip the Induction service since it looks a bit complicated esp the BG one. Is there any way to spot check some of the things they did to make sure they were actually done? Like the battery service for example.

Re: Dealership 90K service and the loss of a customer [Re: The Critic] #4616776
12/28/17 03:11 PM
12/28/17 03:11 PM
Joined: Jan 2008
Posts: 10,661
OH
SatinSilver Offline
SatinSilver  Offline
Joined: Jan 2008
Posts: 10,661
OH
Originally Posted By: The Critic
The total is listed in the invoice - $1582+tax.


Which probably puts it at a good $1700. Ouch!

Re: Dealership 90K service and the loss of a customer [Re: The Critic] #4616792
12/28/17 03:26 PM
12/28/17 03:26 PM
Joined: Jul 2005
Posts: 30,416
NY
demarpaint Offline
demarpaint  Offline
Joined: Jul 2005
Posts: 30,416
NY
The only time a dealer sees me is for warranty work or the sale of a new vehicle. And on an occasional blue moon.


God Bless Our Troops

Re: Dealership 90K service and the loss of a customer [Re: The Critic] #4616798
12/28/17 03:35 PM
12/28/17 03:35 PM
Joined: Dec 2012
Posts: 604
Washington for now
WhyMe Offline
WhyMe  Offline
Joined: Dec 2012
Posts: 604
Washington for now
wow so is that the going rate these days at the dealer? $150?

Re: Dealership 90K service and the loss of a customer [Re: WhyMe] #4616803
12/28/17 03:38 PM
12/28/17 03:38 PM
Joined: Aug 2004
Posts: 19,988
CA
The Critic Offline OP
The Critic  Offline OP
Joined: Aug 2004
Posts: 19,988
CA
Originally Posted By: WhyMe
wow so is that the going rate these days at the dealer? $150?


That is already their discounted labor rate for maintenance items. I believe their normal labor rate for real work is $180/hr.


2011 Toyota Prius - 173k - Various 0W-20 (Brew)
2007 Honda Accord 2.4 - 131K - Mobil 1 EP HM 5W-30
Re: Dealership 90K service and the loss of a customer [Re: demarpaint] #4616810
12/28/17 03:45 PM
12/28/17 03:45 PM
Joined: Dec 2016
Posts: 2,161
VA
maverickfhs Offline
maverickfhs  Offline
Joined: Dec 2016
Posts: 2,161
VA
Originally Posted By: demarpaint
The only time a dealer sees me is for warranty work or the sale of a new vehicle. And on an occasional blue moon.


Pretty much explains me as well, for really rare parts too!

Honestly, for another $1k-$2k, I can buy a good running non-luxury used car laugh

Not sure, how these dealers charge that insane money !


2006 Civic EX 202K/AT
2006 Acura TSX 180K/AT
Re: Dealership 90K service and the loss of a customer [Re: The Critic] #4616814
12/28/17 03:47 PM
12/28/17 03:47 PM
Joined: Dec 2012
Posts: 604
Washington for now
WhyMe Offline
WhyMe  Offline
Joined: Dec 2012
Posts: 604
Washington for now
Originally Posted By: The Critic
Originally Posted By: WhyMe
wow so is that the going rate these days at the dealer? $150?


That is already their discounted labor rate for maintenance items. I believe their normal labor rate for real work is $180/hr.


those coffee and donuts are expensive

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