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#4616742 - 12/28/17 01:48 PM Dealership 90K service and the loss of a customer
The Critic Offline


Registered: 08/30/04
Posts: 19810
Loc: 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 - 168k - ServicePro Dexos 0W-20
2007 Honda Accord 2.4 - 128K - Idemitsu 5W-20

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#4616743 - 12/28/17 01:48 PM Re: Dealership 90K service and the loss of a customer [Re: The Critic]
The Critic Offline


Registered: 08/30/04
Posts: 19810
Loc: 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 - 168k - ServicePro Dexos 0W-20
2007 Honda Accord 2.4 - 128K - Idemitsu 5W-20

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#4616755 - 12/28/17 01:58 PM Re: Dealership 90K service and the loss of a customer [Re: The Critic]
nthach Offline


Registered: 01/02/04
Posts: 3909
Loc: 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.

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#4616757 - 12/28/17 01:59 PM Re: Dealership 90K service and the loss of a customer [Re: The Critic]
SatinSilver Offline


Registered: 01/24/08
Posts: 10182
Loc: 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.

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#4616760 - 12/28/17 01:59 PM Re: Dealership 90K service and the loss of a customer [Re: The Critic]
JC1 Offline


Registered: 11/29/08
Posts: 3019
Loc: 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?
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2015 Grand Caravan SXT Plus 5w-20 PPPP/Wix Filter
1997 Honda Civic CX 5w-30 PPPP/Mahle Filter

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#4616762 - 12/28/17 02:01 PM Re: Dealership 90K service and the loss of a customer [Re: The Critic]
Schmoe Offline


Registered: 05/12/03
Posts: 7256
Loc: Oklahoma
Wow....I'd be phissed off too.
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01 Supercrew Lariat 4X4
06 Accord EX-L V6
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#4616764 - 12/28/17 02:03 PM Re: Dealership 90K service and the loss of a customer [Re: The Critic]
Alfred_B Offline


Registered: 05/12/15
Posts: 1968
Loc: America
$1,582 total.

crzy

But it's a luxury brand.

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#4616765 - 12/28/17 02:03 PM Re: Dealership 90K service and the loss of a customer [Re: SatinSilver]
The Critic Offline


Registered: 08/30/04
Posts: 19810
Loc: 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 - 168k - ServicePro Dexos 0W-20
2007 Honda Accord 2.4 - 128K - Idemitsu 5W-20

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#4616766 - 12/28/17 02:03 PM Re: Dealership 90K service and the loss of a customer [Re: The Critic]
SatinSilver Offline


Registered: 01/24/08
Posts: 10182
Loc: 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.

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#4616776 - 12/28/17 02:11 PM Re: Dealership 90K service and the loss of a customer [Re: The Critic]
SatinSilver Offline


Registered: 01/24/08
Posts: 10182
Loc: OH
Originally Posted By: The Critic
The total is listed in the invoice - $1582+tax.


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

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#4616792 - 12/28/17 02:26 PM Re: Dealership 90K service and the loss of a customer [Re: The Critic]
demarpaint Offline


Registered: 07/03/05
Posts: 29803
Loc: 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.
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#4616798 - 12/28/17 02:35 PM Re: Dealership 90K service and the loss of a customer [Re: The Critic]
WhyMe Offline


Registered: 12/18/12
Posts: 515
Loc: Washington for now
wow so is that the going rate these days at the dealer? $150?

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#4616803 - 12/28/17 02:38 PM Re: Dealership 90K service and the loss of a customer [Re: WhyMe]
The Critic Offline


Registered: 08/30/04
Posts: 19810
Loc: 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 - 168k - ServicePro Dexos 0W-20
2007 Honda Accord 2.4 - 128K - Idemitsu 5W-20

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#4616810 - 12/28/17 02:45 PM Re: Dealership 90K service and the loss of a customer [Re: demarpaint]
maverickfhs Offline


Registered: 12/28/16
Posts: 2010
Loc: 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 !
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2006 Civic EX 200K/AT
2006 Acura TSX 177K/AT

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#4616814 - 12/28/17 02:47 PM Re: Dealership 90K service and the loss of a customer [Re: The Critic]
WhyMe Offline


Registered: 12/18/12
Posts: 515
Loc: 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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