Frustrated by dealer service

[RMachida]

Took my truck in because the horn was going off on its own whenever it got really cold. The service writer said they couldn't work on it unless it was going off. So had to make appointment after appointment until the date matched the weather. They didn't get around to it until the next day and replaced the FCM plus said I needed a new fuel filter and fuel system flush or jeapordize the warranty (filter was replaced 2000 miles before this). After picking up the truck, the horn still didn't work and now the fog lights don't work as well. Took it back and three days later they said to pick it up since they needed to order a Power Distribution Center. They seemed more concerned that I needed all the fluids changed out. Truck has <15k miles. Next appointment is on the 20th and I'm almost afraid of what will happen. Also several mounting screws from the PDC are missing. Just seems sloppy, minimal quality control, and sub-standard customer service. This is a five star dealer that I thought was supposed to be pretty good.

 

[CKimball]

well this doesnt help but it is nice to know that DC is consistant in every state in regards to dealer ineptness... I wouldnt let my local dealer wash my truck let alone work on it... good luck

cameron

 

[jjdiesel]

Just like everything else, there are good ones and lousy ones..... look elsewhere for a good one, or, at least a better one.

 

[RMachida]

Just like everything else, there are good ones and lousy ones..... look elsewhere for a good one, or, at least a better one.

Next dealer is over 350 miles away

 

[DrDiesel]

Don`t let them B/S you into service work with the warranty will be void tactic.

Don`t buy anything and only have the warranty work performed.

They are only interested in the fluids because that's how they make money on unnecessary work. They scare you into buying over priced service work and never fix the warranty stuff. No one get`s paid well enough to do the warranty work. They will let the warranty work set around until there is no other work to make money on. So now you paid, got ripped off and your warranty work is still not done.

Excuses are like A Holes. Everyone has more than one. Good Luck.

P/S all flat rate shops are like this. Find a dealer that`s hourly and this should not happen...

 

[mhachez]

All dealerships are flat rate as far as I know. I've worked at 3 different ones over the years and none of them pay hourly.

 

[DPKetchum]

Most all shops are flat rate including Sears! Just tell them you just serviced it. Simple enough. Lots of shops make suggestions to maintance. Its part of running a shop.

 

[RMachida]

The service writer didn't seem to care that it was just done and repeated that the mechanic was insisting that it needed to be done or risk voiding the warranty. The threat is what bothered me the most.

 

[MMeier]

Around here it is illegal for a ******* to upsell warranty work. Or, at least it used to be.

 

[DrDiesel]

The service writer didn't seem to care that it was just done and repeated that the mechanic was insisting that it needed to be done or risk voiding the warranty. The threat is what bothered me the most.

You really need to tell them this is not acceptable. I would also advise you to contact the B. A. R. /department of consumer affairs in your area to discus this little tactic with them. Then next time you need to go back to the dealer you`ll know how to handle them.

All shops are not Flat Rate.

Dealers do suggest/recommend service work as part of running a shop, but the tactic used as stated is basic coercion.

 

[DPKetchum]

I agree that those tatics are not ethical. Usually weak service managers. I bet the number of shops NOT flat rate are very very low. In fact in 20 plus years of hiring techs(can't even begin to imagine numbers) I remember ONE that had worked somewhere non flat rate. He worked for several Porsche racing teams over a 15 year period. They were non flat rate.

 

[RMachida]

Except for this one incident, all other experiences at this dealer were positive. I have never heard any reports of problems so that's why it suprised me when this happened.

 

[CDonaldson]

Maintenance is maintenance. All you have to do is get the maintenance done in a timely manner and be able to prove it was done if you have a warranty issue. Keep your receipts and be sure that your mileage is noted on them. If you do your own maintenance, get a log book and write the information down in it. Keep your receipts in a separate file/envelope. There is nothing that says you must have them, and them alone do your maintenance, it is your right to choose the where part, and for your warranty's sake keep up with the when part.



I would have told them that the fuel filter was replaced 2K miles ago, and I would have questioned the need to 'flush' the system, that is not a standard part/practice when changing the fuel filter. In fact, I would have asked them why it was that they felt a flush of the system was necessary? Concerning the missing parts since they worked on your truck, I would be right back AT them questioning why they have not re-assembled things correctly? That to me is shoddy workmanship and poor quality mechanics. Did they give you your parts to keep safe until they finish the job? Or will you be buying new hardware when they finally complete the job? I would be in to the dealers owner and having a REAL conversation about the care and maintenance of my truck and what is not acceptable.



I would make sure that the service writer and mechanic knows that I already have the maintenance taken care of as part of my owner responsibility, and then remind them I was there for their part - the specific warranty work at hand. That type of statement alone should end his need to continue with the subject. If it doesn't, then I would pursue questioning him about what part of IT'S ALREADY TAKEN CARE OF he did not get. I had to remind my dealership that I was the person who actually owned the truck, not them, and I would make the decisions as to who would do what work and who would not. The real part is about getting it done in a timely manner consistent with a good maintenane schedule. I too would not let any of them wash my truck let alone work on it as I have already had my fill of their poor work and services. My dealer was on me about the need for an oil change, I looked at the guy and said "How do you know it needs one?" he said "Well, we have no records showing it has had one". I just laughed at him and said "Since when do you keep ALL the records regarding my truck and what has been done to it?" He stopped right there and did not persue it any further.



CD

 

[Dodge-Tech]

This is also a classic move of a pushy service writer that works on commission. The more "customer pay" maintenence he sells, the fatter his commission check at the end of the month. The tech may also have an incentive program to push uneeded services on the customer. They gamble on scaring the customer with the "risking of warranty" tactic.

 

[Grizzly]

The service writer didn't seem to care that it was just done and repeated that the mechanic was insisting that it needed to be done or risk voiding the warranty. The threat is what bothered me the most.

Talk to their Customer Relation person.

 

[RJOL]

... This is a five star dealer that I thought was supposed to be pretty good.

I really have no idea how a dealership is rated "five star" but I don't think it has much to do with their competence. The original thread says he went in for a horn problem and all the dealer really wanted to do was service him up with total fluid/filer changes. I guess that's what "five star" means...