Recent Topics
Aisin Warner TF-71SC
by Bailes1992. 12/19/18 06:37 AM
on the Fence about giving up Facebook
by Donald. 12/19/18 06:20 AM
Motorcraft Mercon LV, 15k, 15' Ford Fusion 6F35
by ssamaroo01. 12/19/18 06:14 AM
RockAuto AC compressors
by chrismo. 12/19/18 05:38 AM
Fullers Vintage Ale anyone?
by Lolvoguy. 12/18/18 11:23 PM
Got an alignment
by michaelluscher. 12/18/18 11:18 PM
Castrol Edge 0W-40; 9,762 mi; 2016 Ford Fiesta ST
by asiancivicmaniac. 12/18/18 10:50 PM
Windows Defender Error Code
by ZeeOSix. 12/18/18 10:20 PM
UOA Motul 300V, 5w40, 2013 BMW S1000RR
by Sportbiker. 12/18/18 09:53 PM
Under valve cover pics
by barkingspider. 12/18/18 09:47 PM
Kubota Super UDT2? Anything better?
by Jmoney7269. 12/18/18 09:23 PM
Car Door Fabric Glue
by cb450sc. 12/18/18 08:57 PM
Canadian Uber
by StevieC. 12/18/18 08:13 PM
71141 / Lifeguard 5
by chefwong. 12/18/18 07:52 PM
Tested Positive for Flu
by john_pifer. 12/18/18 07:37 PM
Cooper RTX?
by 01rangerxl. 12/18/18 07:25 PM
Newest Members
blkvzgo, AdamJames, Firefighter3244, Sportbiker, trollhattan
66721 Registered Users
Who's Online Now
64 registered members (aquariuscsm, 2009Edge, 4WD, Boomer, 5 invisible), 1,289 guests, and 40 spiders.
Key: Admin, Global Mod, Mod
Forum Statistics
Forums67
Topics295,254
Posts4,930,944
Members66,721
Most Online2,553
Oct 27th, 2018
Donate to BITOG
Previous Thread
Next Thread
Print Thread
Hop To
Page 1 of 4 1 2 3 4
Dealership 90K service and the loss of a customer #4616742
12/28/17 01:48 PM
12/28/17 01:48 PM
Joined: Aug 2004
Posts: 20,216
CA
The Critic Offline OP
The Critic  Offline OP
Joined: Aug 2004
Posts: 20,216
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 - 178k - Various 0W-20 (Brew)
2007 Honda Accord 2.4 - 133K - Mobil 1 EP HM 5W-30
Re: Dealership 90K service and the loss of a customer [Re: The Critic] #4616743
12/28/17 01:48 PM
12/28/17 01:48 PM
Joined: Aug 2004
Posts: 20,216
CA
The Critic Offline OP
The Critic  Offline OP
Joined: Aug 2004
Posts: 20,216
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 - 178k - Various 0W-20 (Brew)
2007 Honda Accord 2.4 - 133K - Mobil 1 EP HM 5W-30
Re: Dealership 90K service and the loss of a customer [Re: The Critic] #4616755
12/28/17 01:58 PM
12/28/17 01:58 PM
Joined: Jan 2004
Posts: 4,478
California
nthach Offline
nthach  Offline
Joined: Jan 2004
Posts: 4,478
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 01:59 PM
12/28/17 01:59 PM
Joined: Jan 2008
Posts: 10,979
OH
SatinSilver Offline
SatinSilver  Offline
Joined: Jan 2008
Posts: 10,979
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 01:59 PM
12/28/17 01:59 PM
Joined: Nov 2008
Posts: 3,299
Oshawa, Ontario Canada
JC1 Offline
JC1  Offline
Joined: Nov 2008
Posts: 3,299
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 02:01 PM
12/28/17 02:01 PM
Joined: May 2003
Posts: 7,392
Oklahoma
Schmoe Offline
Schmoe  Offline
Joined: May 2003
Posts: 7,392
Oklahoma
Wow....I'd be phissed off too.


01 Supercrew Lariat 4X4
06 Accord EX-L V6
14 CRV EX-L (RIP) 2018 CRV EX-L
Re: Dealership 90K service and the loss of a customer [Re: The Critic] #4616764
12/28/17 02:03 PM
12/28/17 02:03 PM
Joined: May 2015
Posts: 2,011
America
Alfred_B Offline
Alfred_B  Offline
Joined: May 2015
Posts: 2,011
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 02:03 PM
12/28/17 02:03 PM
Joined: Aug 2004
Posts: 20,216
CA
The Critic Offline OP
The Critic  Offline OP
Joined: Aug 2004
Posts: 20,216
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 - 178k - Various 0W-20 (Brew)
2007 Honda Accord 2.4 - 133K - Mobil 1 EP HM 5W-30
Re: Dealership 90K service and the loss of a customer [Re: The Critic] #4616766
12/28/17 02:03 PM
12/28/17 02:03 PM
Joined: Jan 2008
Posts: 10,979
OH
SatinSilver Offline
SatinSilver  Offline
Joined: Jan 2008
Posts: 10,979
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 02:11 PM
12/28/17 02:11 PM
Joined: Jan 2008
Posts: 10,979
OH
SatinSilver Offline
SatinSilver  Offline
Joined: Jan 2008
Posts: 10,979
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 02:26 PM
12/28/17 02:26 PM
Joined: Jul 2005
Posts: 31,006
NY
demarpaint Offline
demarpaint  Offline
Joined: Jul 2005
Posts: 31,006
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 02:35 PM
12/28/17 02:35 PM
Joined: Dec 2012
Posts: 635
Washington for now
WhyMe Offline
WhyMe  Offline
Joined: Dec 2012
Posts: 635
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 02:38 PM
12/28/17 02:38 PM
Joined: Aug 2004
Posts: 20,216
CA
The Critic Offline OP
The Critic  Offline OP
Joined: Aug 2004
Posts: 20,216
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 - 178k - Various 0W-20 (Brew)
2007 Honda Accord 2.4 - 133K - Mobil 1 EP HM 5W-30
Re: Dealership 90K service and the loss of a customer [Re: demarpaint] #4616810
12/28/17 02:45 PM
12/28/17 02:45 PM
Joined: Dec 2016
Posts: 2,206
VA
maverickfhs Offline
maverickfhs  Offline
Joined: Dec 2016
Posts: 2,206
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 02:47 PM
12/28/17 02:47 PM
Joined: Dec 2012
Posts: 635
Washington for now
WhyMe Offline
WhyMe  Offline
Joined: Dec 2012
Posts: 635
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

Page 1 of 4 1 2 3 4

BOB IS THE OIL GUY® Powered by UBB.threads™