My Toyota dealer now have the technicians make a relatively short video where they explain what they did and why. They show the defective parts, etc. Then this video is shared with us, the customer. It's not a face to face interaction. And again, it's not a super long presentation...usually one minute at most. But it is nice to see the technician's face and hear them talk. It's surprising how much you can pick up from these videos. Not just about the car repairs that were done but also about the technician and how much they care about the work they are doing.
My dealer did that and it was an epic fail. Said my coolant color was off and recommended replacing it. Funny thing is that they were the last ones to fill it when they replaced the engine block only 5k miles prior!
I once had my car at a dealership for a 4 wheel brake job. The salesman told me it was time for a tire rotation and tried to get me to pay for it. I asked "Don't you already have all the tires off to do the brakes? Then why do you want to charge me for rolling them 5 feet and putting them back on which you have to do anyway?" I instead demanded they do the rotation for free. The salesman had no valid argument and agreed.
I was a dealership mechanic for 27 years (Porsche, Audi, Volvo, VW). I agree with everything that CCN says. My biggest problem was service managers that didn't have a clue. They were just over paid BS artists. And, they expect you to work for free! The manufactures don't want to pay you to fix their engineers mistakes (warranty repairs)! So you work 8 to 10 hours and get paid 5. You complain and the service manager says "If you don't like it, QUIT!" Well, I did. Went to work in R&D for a computer chip manufacturer. Best decision I ever made. Better pay, better benefits, cleaner environment. Whenever I hear any young kid say he wants to be a mechanic, I say "Don't, you'll regret it"! You put out some great vids CCN. The public needs to hear more from you.
I feel your pain and understand, I fixed so many transmission for 70 dollars at the dealer that the private shop down the road would have made 700, I got my own shop, still have it now I make the rules and the prices
Why are they called technicians because they can read a scanner that kicks out codes? Without it they can’t find what’s wrong with your car, a real mechanic can troubleshoot and find the cause based on knowledge while dealerships charge big bucks to hook up to your OBD port and have a scanner tell them what to fix. Technician my ass should I now call the garbage man a sanitation engineer BS
At VW/VAG i always got the idea that those so called service managers have sales targets; selling as much parts (and labour hours) as possible. So for me, they are in 'sales' and not in 'service'. As i didn't want to hear their BS stories any longer (and pay their salary), i'm now a customer at a smaller, independent workshop (a family owned, local business). Up till now, i feel OK with that step.
You are right because so many shops.The mechanics are really independent contractors. The customer thinks we're getting paid by the hour but not really.
My favorite was when the Subaru dealership in Caldwell Idaho told me that it would cost $85 to change my Outback cabin air filter, because it was under the center console. I declined, and went home and changed it my self. It was behind the glove box, and it took me 2 1/2 minutes. SMDH.
My wife's car overheated when I was at work. She brought it to the local Ford dealer.Who told her that she either needed a rebuild or a new engine. Actually all she needed was some new houses and a radiator. They wanted $5000. Then suggested to get a new car.😮
I worked at a dealership and all I can say is save your $$$. You have the right to do your own repair and third party repair also on newer vehicles. The techs doing flat rate repair only care about billable hours. Worked next to many a tech that didn't do the service correctly or completely and only cared about billing 120 hours every two weeks. IT's ALL a SCAM! They won't help you when your vehicle actually breaks and you take it to the "experts" for $200-$250 an hour labor rate and an alternator is $1,000 or a water pump is also $1,000 or a four wheel disc brake pad and rotor resurfacing is $1,000. And then it's completed in 1-2 hours.
My local Toyota dealer charged $100, and it’s in the same place. And that was 7 years ago. That’s when I knew, once those free oil changes were off the limited warranty, I was going to a mechanic to get them for $10. I had to go back to them when all the cheap mechanics I knew wouldn’t diagnose my transmission problems, after one of those places did my first and only trans fluid drain and fill. Dealer wanted $9,600 for a new trans, then they came back with $8600, then $5600. I wound up declining and giving them $400 for a diagnoses, and then paying $3500 for a trans from a transmission shop.
I'm a retired Lexus/Toyota Master Diagnostic Specialist with 35 years of service and have seen many dishonest practices over the years. One that I still encounter when I recently had my wife's new Toyota Venza serviced at 30k which still had a free oil change and tire rotation which was covered by the Toyo Guard maintenance package that was slapped on to the purchase price for $700.00 which I argued to get removed but couldn't, is the "flush and clean the fuel injectors and add fuel cleaner, throttle body service." This is a service that the technician always makes extra money on through the chemical supplier. They typically have a color plastic disc in the containers of these products that the tech saves and gets money for when the supplier vendors come by the shops every couple of weeks. Back in the day at a Toyota dealership I was working at, I overheard a service advisor telling a female customer that their engine could catch on fire if they didn't get their throttle body and injector service done! I went to the GM and told him this and they had a talk with this advisor.
@@timothydubois5834 Lol, yep, exactly!! They tried to spiff us 5 bucks for every rip-off flush we sold. Just maintain the car and you won't need that crap!
True dat...working at a dealership, they push only service-related items and chemical products. No one really fixes a car anymore. Push it back out if nearing end of warranty period especially if it's a drip or a small leak. Advisors now use a pull-down menu and tell the customer you need this or that. It's a joke! Worked next to many a tech and MDT that never changed out fluid/parts correctly or completely because "they want their money" and 120 hours every 2 weeks. It's a bad industry and dealership models are to blame especially with independents now just copying their services for equal or less amount per labor hour. IT'S all turning into a SCAM!
I don’t think you realize how rare you have become. I wish there was a way to find more like you. Going to get my car serviced has caused borderline PTSD from the headaches.
Almost all work on my cars are done by a local independent repair shop. Very good reviews and experience with them. They don’t oversell and give good feedback including if needs be done now, they recommend watching it or says when it may need to be done.
@@WilfMurray-rz2uk Its usually not that simple. The code or codes flashed is a result of something wrong. Actually diagnosing the problem might take checking 3 or 4 things. If your lucky it won't take more than 2 things. A good technician will already have a checklist of components to check & diagnose. I like the suggestion of knowing the Technical Service Advisor & the Technician doing the work. If you like the work done remember them. Request them. That makes a closer bond to the car & that service department.
Finding an independent mechanic is easier said than done. I bought a 2007 LS460 and I could smell burning oil and when I left it in my garage over night there was a very small drip of oil. I brought it to a very well known local Toyota/Lexus independent mechanic. I PAID $95 for an evaluation/diagnosis. They spent about 5 minutes with the car, said nothing is wrong, they said whomever did the last oil change probably spilled some in the plastic below the engine, all is good and sent me on my way. I got home and I was naturally pissed, I had put almost 2,000 miles since the last oil change, certainly anything that was spilled would have gone away by now. So I rolled up my sleeves and took a dive under the hood. I removed all the plastics up top, and first thing I noticed is the valve cover gasket seal around the high pressure fuel pump was crying oil pretty badly and then as I removed each spark plug coil each spark plug well was FULL of oil and as I drove it was weeping out down the side of the engine and onto the exhaust and slowly working its way down to the bottom of the engine. If I kept driving like that I certainly at minimum would have had to buy new coils. It’s Eastman Independent Lexus Toyota in Temecula California. Then I had a 1998 Toyota Camry that had a check engine light on, I plugged my scanner in to it and it had a catalyst code. The front catalytic converter had failed. I brought it to a place called Tokyo Automotive Repair, again, a really highly rated independent shop. I drop it off knowing what it needed but wanted them to do the diagnostic, they of course told me I needed a new front catalytic converter, I agreed, they offered to smog it for me. I agreed, they said “it failed smog because the transmission is bad it needs a new transmission”. I told them give me car back and take your cat off. They did, I went to a Toyota dealer, bought a new front cat and drove it to work, and on my way home from work I took it for a smog and it passed, I was able to get the car registered. TWO independent mechanics were worthless. I’m NOT saying all independent mechanics are bad. I’m saying people who just blindly say that you MUST go to an independent mechanic and then judge people for not doing so, have no reality that there CAN also be bad independent mechanics.
Yeah, this entire industry is a joke. The trades deserve the bad reputation they've been given. You either deal with lazy people or outright crooks and it's REALLY hard to find a shop to trust. I end up diagnosing what I can before I even set foot into a shop. It's to the point where I wish I didn't own a car. A bike is pretty easy to maintain.
I go to an independent garage for routine maintenance, because I know for certain that they'll never recommend unnecessary items. I know this because they won't even recommend necessary items. Even if you raise a concern, they'll say, "it's not a problem. Not worth fixing." Their reviews are stellar, because they don't gouge, but then they don't solve your problems, either.
Yep, plenty of bad independents and I've come across a few of them in the area over the years. I found a good local independent shop that doesn't overcharge or push unnecessary stuff but the problem is their shop leaves my car dirty (i.e. inside and in the engine compartment) leading to unnecessary, concerning smells often.
Yup the highest rated shop in my city didn't properly bleed the air out of the system after a coolant flush. Radiator started leaking, hoses burst, overheating and they admitted no fault.
Can't trust any shop nowadays. Been taking my subaru impreza to an independent subaru performance shop for oil changes and the regular repairs. Been avoiding the dealership for their outrageous repair costs and was happy I've found a good shop. Then I began noticing the quality of the place going down hill. The original guy/owner running the show had mysteriously the scene leaving it to two others. Nice guys, just awkward scenarios. Coming to pick up my subi on one occasion per our conversation i noticed the guy hadn't returned from lunch but had left my car keys sitting on top of the car. I thought it weird, first red flag. Second time, came to pick up car again for radiator replacement, I noticed guy had over tighten one bolt on top to the degree that it cracked the plastic surrounding the bolt. That was an obviously big Crack! After that, along with a few other "things" I've had enough of the place. Withdrew from going there, deleted my great reviews of that place on yelp/Google, unfollowed them on fb etc.
You are the most knowledgeable automotive technician on the internet that I’ve seen. I used to do all my own mechanical repair on the vehicles in my company. I’ve never found a dealership as good as a small private shop. If your shop was near me you would be the only mechanic I would take my vehicles to. Knowledgeable, intelligent and honest. You are a rare breed in this era.
First and only time I went to a dealership (Toyota) to have a complementary oil change, after waiting 3 hours, I got home, opened the hood, to find that the oil cap was dusty, no signs of work. Got under the car and there it was also the filter, dusty and dirty, no signs of work done. Never again.
Except, as the video mentioned, don't remain silent. Call your service advisor, tell them you noticed the service you paid for was never done. If they care, they will apologize and try to make it right. If they don't, you put them on notice that they didn't do the work, and will tell others. No matter what anyone says, reputations matter, and dealers DO care a lot about their reputation, as that is what pays the bills, repeat customers.
Yeah i always pop the hood after the service and doublecheck everything…one yahoo failed to replace the oil cap, another failed to replace the cover on the serpentine belt so before leaving the dealership, pop the hood!
Heck, get down on the ground, reach your oil filter after a supposed change and mark it with a sharpie or some sort of touch sticker, and you will surely know next time.
I was a technician,service advisor and service manager. Honestly most of these bad practices start at the top. Dealer principles like to lean heavily on the service department when the sales department are low on sales. I have seen the service manager make up a bonus sheet for technicians who push flushes,alignments and other quick hit items. I had no problem taking a customer out to their vehicle and show them what is wrong with it. I’m so glad I’m retired😂
Definitely starts from the top. Pay plans that either incentivize employees to misbehave for more pay or penalize employees for their honesty (pay plan tied to survey scores). Some advisors are definitely afraid to be honest because they may lose a few thousand dollars off their paycheck if they don’t get a perfect survey. In my opinion any pay plans that have specific targets will just incentivize people to try to hit them, some unethically.
Agree 💯 as a 20 year Toyota ASM and Mangler...you are right.... Had to get it off the business when the techs were trying to sell brake fluid and t body de carb at 15k..... In every car every time..... Hey bro they did this last time....did you flat rate it?😂😂😂
Thank you for this. The worst experience I had was at a tire-focused regional chain in Ohio. I had bought tires and gotten service for a while. But one time they told me I needed new brakes when I knew I didn't. So I took a deep breath and said, "Okay. Replace them under warranty." Then I told him they had replaced the brakes a few months earlier. He looked concerned, typed on the computer, ran back into the shop, and came back looking sheepish telling me their mistake, my brakes were fine. I didn't yell, I just calmly asked why he told me otherwise. He just said they got confused. I think we both knew I'd never return.
My father had a similar one. He was told he needed new wipers. He asked the store are they defective because my son put new ones on yesterday, The games are strong at some shops.
An example from my dealer: So often they say: you need brakes, you only have 4mm of pad left! They forget to tell you new ones are only 8mm and this is 50% remaining!
@@jdub976 I knew a 16 year old girl who had a 70s Camaro. She took it to a shop to get tires replaced. The shop claimed she also needed new shocks. That was a big mistake because then the girl called daddy. WHEW daddy was PISSED! Five minutes later he pulled up and gave them the business! From that day forward everyone she knew look side eyed at that shop every time they drove by. To all the shop owners and mechanics out there who are tempted, don't do it. A lot of people out there smarter than you.
Having worked at huge organizations, I avoid them if at all possible. They are full of people who can't, or won't, communicate. Full of disgruntled employees who are happy to see customers screwed. Full of people who are incentivized to sell you things you don't need. Incompetence is everywhere, and often rewarded and promoted.
About a year ago, I found a certified Toyota/Lexus mechanic in my area who opened his own shop after working for dealerships for 20+ years. He is like you--knowledgeable, experienced and honest. You guys are worth your weight in gold. God bless.
I work at a truck dealership as a technician. I HATE writing "cannot replicate complaint" in my story, because the service advisor did not get enough information at the start. Usually when I write it THEN they will call the customer for more info. Very stressful, the truck is down longer, my repair times are slower. Communication is key.
I had a brake fluid “flush” performed at a local Chicagoland Honda dealer. When I got the car back, I thought the pedal was slowly sinking at the stop light. I drove back and spoke to the Service advisor, and he brought out the Service Manager. The manager pulled me aside and told me that it was impossible for air to get into the lines because they don’t crack the bleeders and only suck out the fluid from the reservoir. After he told me that, I immediately stopped going to them.
It's so hard to trust people to do what they're supposed to do, which is why I try to do as much maintenance on my car as possible. I never thought that a dealership would simply do a turkey baster "flush" on a brake system.
I work at a Honda dealership and we do brake flushes all the time. They're supposed to hook the reservoir up to a power bleeder, which will put the fluid under pressure, forcing all air out the system. If done properly, the only way the pedal would feel spongy is if the brake hoses are also bad.
I used to live in Chicago (45 years) and you and the food are the only reasons I wish I lived there now. I’d bring my vehicle to you all the time. Keep up the good work and never stop caring.
Took my 2010 Nissan to dealer for oil change because I had a coupon a year ago. The "free 56 point inspection" recommended $7k in repairs and fluid changes, flushes, etc. I didn't do any of it since the car is only worth about $2k. Still runs and drives just fine, no leaks.
I bought a used car from an old guy who had just recently paid for the " 100 point inspection ". Guess what, they hadn't inspected anything and sent him on his way.
I took my grandmother's 2013 Elantra to the dealer for a couple of recalls and to get a steering concern diagnosed. My grandmother is the type to just approve anything they say so that's why I went. After they had it for a couple of hours they called me and they wanted to replace the entire front suspension as that would "likely" fix the steering concern. They also recommended brakes and a couple of different flushes. It was $3,600~ worth of work they wanted to do. I of course denied all of it because I paid you to diagnose the issue, not to do a parts shotgun at the general area and hope you fixed the issue along the way. I'm gonna have to try and find an independent shop that can hopefully properly diagnose the issue and if it all the front suspension needs to be replaced then so be it. I just didn't want to okay it on a hunch that replacing all of it would fix the issue. Oh, and I also drove the car and noticed no issues with the brakes.
@@TheCobruhAlienat0r I bought a car and the brakes worked fine; when I pulled the wheels, I found the brakes were worn out, needing new pads and rotors all round.
@@TheCobruhAlienat0r- I have an ‘11 Elantra with 95k miles. I bought it brand new and drive about as gentle as your grandma. I’m still on the original brake pads and battery. Point is the brakes, and front end occasionally make a random noise like something is loose. Been doing that since mile #6. Also the steering can be glitchy the first 5 miles or so. Again, always been like that. I’ll never return to the dealer after year #3 of ownership they failed my state inspection because a wiper blade was “torn” and I had one of them little tiny orange bulb / side marker lights out. They wanted $40 to replace. I know darn well the mechanic tore my rubber as I wanted to see how it was “torn”. I’ve had plenty of wipers pull apart from the center but not a single one tear at the very tip with only 20k “summer” miles.
I will never do business with any Nissan dealer ever again! When I was young I had really good credit and was looking for a new car they tried to finance me at 22% interest! Week later I got a new camery at 5% interest. They clearly tried to pull one on me!
I took my wife's car to her dealership waiting to get ripped off... I was impressed. The mechanic sent us a video from the car bay. He explained and showed what had to be done and level of importance. I see a lot of shops doing this now with side by side pictures of good/bad fluids and "proof" of what needs to be fixed. This isn't the norm. I've also had the 18 y.o. kid with Jordans and sagging his work pants explain a mechanics notes.
When I sold cars the best service department I ever saw was at Mitchell Mazda Lincoln Mercury in Enterprise, AL, 1998. It was run by a man named Mitch. It was spotless and ran like a top. At the end of the day everyone cleaned up and even buffed the floors. No vehicle left the service department without being washed first.
I’ve worked for the dealerships for over 35 years you give some of the best information on the Internet … Right on point!! Thank you for the service you provide!
I knew the head mechanic at a Honda dealer quite well so when I would need work on my Prelude,I would request him to do it and I wouldn’t get ripped off. He died a few years ago,every time I bring my car or my wife’s Acura in now,I get a big list of what it might need because of the mileage or age. I swear they don’t even look at things now,they just hope you don’t question them. Everything has gone downhill in the last 10 years.
It really has and it sucks for us who are old enough to witness the change. These people have ruined an entire industry and they're heading into the sunset with a smile on their face knowing they've screwed hundreds of people.
I bought a OBD scanner because i was tired of all the BS told by the "service managers" (official dealer). I'm not against preventive maintenance, but each time they were talking about amounts of $800-1000 as if you were buying a pack of cookies, or an ice cream.
Some red flags for me: "the transmission fluid is lifetime fluid." "we don't stock those nuts/bolts/gaskets, have to special order them (mandatory replacement parts for regular maintenance)". My dealership told me my oil pressure sensor was faulty after an oil change and they would put me in a loaner and replace it. They drained the oil with the ignition on. I had to tell them how to reset it. "We didn't overfill your oil, sir. It's reading high because it's hot" (as he holds his hand on the block). I could go on, and on, there are no more professionals, at least, not many like you.
Most dealers have switched their parts model from in-house to warehouse next day. Much lower costs and less time invested in inventory management. I worked in a parts department and it took countless hours to manage parts and if you have a lean team it creates issues. Also, dealers primarily service cars that are between 1 and 5 years old. People seem to think that we should stock maintenance parts for their 20 year old cars when the reality is they are rarely sold. Most people with older cars go to Autozone/NAPA/Advance etc or buy parts online.
@@afellowinnewengland6142 I understand, but that's not what this was. They were current parts, but gaskets, nuts and bolts for "regular maintenance items" the dealer did not perform for whatever reason, like differential fluid changes, and transmission fluid changes. They always have the gaskets in stock for the oil drain pan plug though. If I had to guess, that's the only regular maintenance they do. I had to inquire with one of their mechanics, and they didn't have the tools needed for some of the other jobs.
Let me tell you, BMW really believes that lifetime fluid nonsense. To the point where, when I went to change the fluid in my transfer case, I found that the had removed the drain bolt, so I had to suck out the fluid through the fill bolt. I guess I should consider myself lucky that they still left the fill bolt there lol.
Dealers have to work on so many different cars, I don't wonder about things not being stocked. That takes a massive amount of space and ties up a large amount of capital - which will get folded into billing/estimates.
I am going another way on this. I feel lucky that I found a great local Toyota dealership with a great mechanic that can help on some of the fixes I cannot do myself. On my last visit, he came out personally and showed me the broken part. We made a decision together as if my truck was his. He kept me in the loop all along the repair. Service technician backed him up but let him run the conversation. Even the little things like mats out and seat back into my position were done so it was almost as if I wasn’t there. This dude is an absolute gem, even with my older modified 4R. He has even kept me from making other mistakes by over tackling repairs. After reading and listening, I realize sadly that while this should be the gold standard, it is a rarity.
Another excellent video, sir. The biggest annoyance in my book is when (say) I KNOW that an engine's rear main seal needs to be replaced and you book it in to be DONE. You come in, at day's end. They LOOKED AT IT and say "your engine needs a new rear main seal, let's book it in". GRRRRR another trip in, FOR NOTHING.
Yes, it seems that the technician needs to formally diagnose and document the findings as the first step towards getting it done. It is rarely a one-day fix.
One of my biggest complaints with the dealership business model is the service advisor. I hate that buffer between me and the technician. When I go to my local independent shop, I get to discuss my car with the technician himself.
The mercedes dealer wanted to replace the oil cap for 36$ because apparently it leaks oil. I told them no and went to the parts department and bought it for 15$ and saved the 20$ of labour for having them do it.
I went to a Mercedes parts department for an oil cap that was cracked and they wanted to charge me $36 for the cap when it was a $15 part. I think they're catching on. They do this with cabin air filters now too by marking them up knowing people are learning to save money by changing it themselves.
@@Flightline_ i'm holding on to my 2008 c300 for as long as possible because it's manual but itll be my last mercedes. I'm so impressed with lexus, you know you can change the rubber wiper blades on a lexus for 10$ instead of buying the entire wipers? I've owned my benz since the start and i used to be treated like a king, as my car ages the dealer treats me more and more like a peasant. Fuck them and their disposable cars.
This is why I prefer to buy an older car out of warranty that I can learn how to do maintenance myself on. Its also why I'm a subscriber to the Car Care Nut Channel. Thanks for this video!
Friends make fun of my 2002 Toyota Camry all the time. Still runs like a champ, parts are cheap as hell and easy to work on. Bought it for 2k 5 years ago. Still runs like a champ with 336k Miles’s. Bought it at 206k miles. Running this thing till it gives out. Beats having a big car payment and high insurance.
As an enthusiast/hobbyist I really like talking directly to technicians. I know just enough to understand what they're talking about and also to tell them exactly what I need done. It saves so much time and money if you don't have to talk to a slimy salesman.
My first job after high school was a "car jockey" (now porter?) at a Cadillac dealer in 1969. Loved it. Made extra money delivering new cars to customers, some out of state. After helping with an annual parts inventory, I accepted a parts counterman apprentice position. Loved it. I knew nothing about cars. GM sent me to an apprenticeship course. Mechanics (now called technicians) shared great information about their specialty which helped me do my job better. No computers or internet. All we had were parts manuals in 3-ring binders. Salesmen took care of their customers. Everything inside the dealership was about building and maintaining good relationships not only with our customers, but amongst ourselves as employees and how we treated each another. The service manager who took a chance on me and the parts manager who saw my potential treated me wonderfully with their patient manner. I've carried those foundational life lessons everywhere I worked. It helped me be a better customer, too. I deeply appreciate your channel. Thanks.
A GM dealership I was loyal to for the years I drove (and overmaintained!) GMs have porters to thank for that. When I changed the battery in my 95 Monte Carlo the radio locked and I didn’t have an unlock code. Took it to my local dealership and a couple of the check in guys put their heads together and got me unlocked and back on the road, no charge. It’s been so long, I don’t remember the fix, but I appreciated that so much that I took my Pontiacs and Chevys back to them for service for years. I never clicked with their sales staff, but no matter where I bought my car I’d take it back to them for maintenance and repair.
I got to work as a technician for a Lexus Dealership & a Toyota Dealership, culminating in 12 years of experience. The Lexus Dealer was great to its staff and guests (customers). The Toyota dealer failed to take care of both. The difference was LEADERSHIP & CULTURE.... AMD definitely made a lot of great points! Especially developing a personal relationship with your advisor and technician. Stick with that pair every time if they are doing right by you.
Good video. Regarding communication....I ensure that the Tech gets the full story of what is going on with the car and what it is I want done by typing up a summary with that info. I give one to the service advisor and I leave one on the dashboard labeled "To the Technician" with a "thanks for taking care of my car" note at the bottom. Works for me!
I walked into a toyota dealership 10 min ago for my first oil change on my 2023 taco. I sat down and turned on this video and it switched into my truck as they drive it into the bay. Perfect timing.
This more than the dealership, this goes across all mechanic shops. I been working tire shops as a master tech for about 5 years and the service advisors part was spot on. The honesty is just rare and cocky managers and service advisors think they're all mechanics and experts
Sorry but every single dealership service department I have ever seen was beyond corrupt. I can't even find the words for how beneath contempt I have for these people. I will NEVER EVER take one of my cars to dealer service again.
I can't say I've had nothing but bad experiences from dealership service departments, but I will say that far and away the WORST one I dealt with was a Subaru dealership in Bedford Ohio. I bought the car from them and LOVED the Outback, but the service department was by far the worst I've ever been in, and that alone made me pass on another Subaru. I never really had anything major with it, but even ROUTINE stuff I went in for was like pulling teeth to get them to STOP TELLING ME ALL THE STUFF THAT NEEDS TO BE DONE in a vehicle with almost no miles on it. It's like customers are literally cash cows and if the "advisors" didn't uncharge you on SOMETHING they'd be shot at the end of their shift or something. Total rip off artists.
@@ericdolby1622 maintenance whats that lol he's probably also the type that will scream no one told me if I dont replace my timing belt the engine could grenade Or waiting for a misfire to change my plugs could damage my catalytic converter. Ive worked at a Toyota dealer, moved to indepen dent bc it was closer to home but in my experience most of the guys there were stand up dudes, we'd get an occasional shit head but they were processed out in the first 3 months. Maybe my dealership was an outlier, but if they're as bad as people say we'd see way more news coverage. 60 minutes would be running a segment every week on it.
This video hits so hard. Just had my Honda dealer who I've bought 3 cars from fail my inspection and claim I needed all brakes and rotors replaced for $1250. Declined. Had my trusted mechanic look the car over and was told there was no issue with the front brakes, rear would probably need to be replaced in 6 months, but there was no safety issue that would fail inspection. Honda mechanic also hit me with brake \ coolant \ trans flush \ fuel system cleaning required for another $760, and tried to tell me my new tires would probably need to be replaced soon, AND I needed an alignment for $160 less than a year after the last one bc their automated check said it was "out of spec". Again, ran all these past the trusted mechanic and he was like "???, your car is fine, and your tires still look brand new". Thank you for your channel and for videos like these. I might not understand automotive mechanics, but you are helping me understand enough to not get taken for a ride. I work in information technology and see the same type of dishonesty and betrayal of trust in my industry when it comes to people taking advantage of what others do not know because their lives and career are different.
This man speaks the truth. I spent 13 years at a Toyota dealership as a Technician and I still have a hard time believing some of the things I saw first, second, and third hand.
@@billricheter5678 Unfortunately the bottom line is all that matters. I've watched scum bags reign supreme because they made the service department money.
@@eddieafterburner Brake flushes at 17K miles. Transmission being replaced when all the vehicle needed was an ABS Sensor. I can think of a dozen other scenarios. People don't ask enough questions so bad techs/writers get over on people
Good advice as always. Regarding scheduled maintenance; always review your vehicle's schedule maintenance guide so you know what services are actually required. This will help you avoid the dealership upsell efforts. I've been in a dealership listening to an advisor upsell an older woman. Her lack on knowledge and "trust" in the dealership allowed them to extract money from her pocket. This was a high end "luxury" brand dealership.
Good advice. I also try to look at DIY RUclips videos for the intended services I need to get an idea of what might be involved. I don't have the time, tools or skills to do many of these tasks myself, but I at least like to have some feeling for what is involved in terms of labor and parts.
I had a service manager at a Mazda dealer that would push service on me that wasn’t due. He insisted it was the manufacturer’s recommendation. I remember challenging him to show me where, in my owner’s manual, it said that service was required. He couldn’t.
A funny story; We own a 2019 Subaru Outback 'Touring'. My wife took it in for an oil change and tire rotation. After dropping it off she sat down in the waiting room. A few minutes later the Service Advisor came in and sat next to her and began to explain all of the other services that the car needed and why they were needed.. My wife sat there listening for a few minutes and it dawned on her that the SA wasn't even describing 'our' car - she was talking about someone else's car! After the 'hard sell' we stopped taking the car to the dealership for service and found an independent mechanic to do further work on the Subaru. I taught auto mechanics in school and have always been disgusted at the 'up sales' at dealerships and the way, especially, that they 'conned' their female customers. (I know that the 'troll's will ask why, if I'm qualified to do the work myself I no longer do it - I haven't got a lift and in my mid-70's I no longer enjoy working on my back in an unheated garage.)
I actually watch at my local Chevy dealership bring out the same cabin filter to all of these customers. I literally watched the service advisor go put it on a desk. Most people don't know that those are one of the easiest things to do on their cars. They have never asked me because they know that I know about my cars.
Lolol I'm 78, and I'm reading your post after lying on my back pulling the starter out of my 94 F150. My biggest problem is having skin that is now paper thin and being on blood thinners, after quad bypass surgery, thanks to Agent Orange. For some reason, I can't seem to admit I am an old fart, and I don't want the thousands of dollars in tools I own to cry.
I worked at a dealership right after I graduated from trade school in the 1970's. It was an eye opening experience for sure. It was a 12 man shop I was amazed at some of the "short cuts" some of the more seasoned techs used to beat the book time. Book being the factory flat rate time allowed for a given repair, the faster they could knock out a job the more money earned at the end of the week. Guys kept things like broken bolts and worn suspension bushings in their tool boxes to send back to the service advisors to explain why there was more labor hours than was expected by the customers. One of the guys told me "kid they don't put those wheels on the bottom of those roll a way tool boxes for nothing". Once every month or so on a Friday right after the checks were handed out, a tech would be rolling his box out to his pickup to look for greener pastures. I left that part of the trade and went back to school to learn a more specialized trade, and got out of that dog eat dog world.
I always take picture or video of my old oil before going to change my car oil. Good thing I did that, because I went to one dealership to change my oil and they never change my oil. Looks like they don’t even open my oil cap. I check my oil stick and the oil was so black. After that I never go back and I post online what I experience on that dealership. A few months later the dealership shut down.
I wish we had another you here up in Edmonton, Alberta. I learn something new, anytime I watch your videos. Your honesty, expertise and professionalism have made you a true king among the mechanics. May the Lord bless you and your family.
I assume you own a Toyota. Go to WEM Toyota and ask for Manny. I've been going to this dealership for years and never have a problem. Manny is a master tech with this dealership. Also, this dealership do not upsell any products. They only repair what needs to be repaired.
I just went to my local Audi dealer for them to tell me I needed new tires at 16k miles. I told them to just rotate them for $119, and they said no problem. A week later I noticed they didn’t even rotate my tires, and the only reason I knew they didn’t do it because I had a curb rash on one of the wheels. I called and demanded my money back. They said they did the service and that was that. Too bad I had documentation that the wheel already had a curb rash from the video the technician sent me. Nalley north Atlanta is full of crap. They gave me my money back and said sorry the technician balanced the tires instead. What a load of crap
I took my truck for an oil change and tire rotation. I'm driving down the road afterward and notice a weird vibration from the front. Loose lug nuts. Fun times. Glad I pulled over to check them.
Even my local shop went downhill and got really shady. It used to be great, but the service advisors I had gotten to know and trust were suddenly not there, and every state inspection was padded out to $400. Final nail in the coffin was EVAP issues on one of my vehicles. This shop wanted to replace the canister for $1300. I took it to another mechanic who found a rusted fuel filler neck and a bad solenoid. I had him fix that, and no more check engine light for now.
@@crazy4gta1 They're adding stuff to the bill and "finding" things that they say will fail the car. PA State inspection with nothing needed is $70 and change.
Excellent video! i was in charge of maintenance for an entire Army Division and ran into a lot of the same issues you cite. I've had great experiences with a very few dealership service departments, but most were not very competent. I bought a new car in December 2022 and the first oil change was free. I added a tire rotation to the order. Even with a reservation, it took them 2 hours to accomplish those tasks. Later that day, I lost a lug nut in a parking garage and discovered the technician did not tighten all the lug nuts on one of the tires! I contacted the service advisor, the service manager, and the dealership's general manager and never got a response from any of them. That is a good indication of a poorly run service department. That same dealership's car wash ripped a part of my door trim that same day. i will not be returning to them for any maintenance on my car.
you said it. the advisor SHOULDN'T be a salesman, but guess what? the service manager is always pushing some b.s..... like BG-products, and if you dont do upsells and other b.s. the service manager is coming down on you with that and slapping the survey in your face too. the culture in the service department needs an entire revamp, its pathetic. and a person like me who just genuinely wants to help people and do the right thing and not let you waste all your money with me, and ppl like me just get pushed out the door by management. its a shame but guess what can you do? 🙃😩
I would say the culture of every department needs to change, not just the service department. I cringe at the thought of going to the dealer for anything. Too many people that act like they are doing you a favor to allow you to spend your hard earned money with them. Salespeople that don't know their product. Finance people that are pressured to sell, service advisors that want to sell you things that are not necessary, technicians that leave your car with grease or dirt all over under the hood or inside your car. During the recent tight supply of new cars, dealers either marked up the sales price many thousand of dollars over MSRP or made worthless "packs" mandatory. Gut wrenching.
BG products are amazing! Toyotas like clean oil! I use the oil cleaner once a year. moa is what I put in my truck in the summer when towing. It is amazing stuff. It can solve many noises engine problems. Stuck lifters etc. Do you need it every service? No
Spot on right here. This guy knows what he's talking about. Sometimes you'll go to the service department and tell them the exact problems that you're having in your car and then the problems that you tell the service advisor gets improperly explained to the technician. The technician sometimes have trouble pinpointing the problem because the service advisor didn't relay the information you gave him correctly to the technician.
This hits home. I took my 2015 1794 Tundra to Toyota dealer near me and told them I want to service the transfer case as it was not engaging as smoothly as it should and the service adviser told me that I was switching from 4*4 to. 4*4 low incorrectly. I told him that from 2w to 4*4 high -rolling while on D and from 4*4 high to 4*4 low on N at a complete stop. The “I’m the expert” service advisor told me that I’m suppose do both on D while rolling. Took him for a drive and proved him wrong. His mechanic end up recommending servicing the transfer case as I have diagnosed myself and it is now working as it should. After that I started doing my oil change myself and both my cars ( Tundra and 4Runner) sound better than when I was taking both to the dealership.
A lot of these can also apply to bad regular shops or chain shops. I know dealer shops get the worse reps, but nowadays chain and regular shops are starting to catch up with that rep.
It's fair to say it's going to get worse considering how less and less people are going into the trades thus why the median age of tradesmen are in the 50s.
@@Andy-im3kj in defense of young people, some of the trades pay like absolute shit for a hefty amount of work..mechanics near me get paid hourly like 15-$20 an hour. Tell me, why would anybody want to make a career out of that when they can get paid the same at mcdonalds
@nortonman5238 Or get paid more for a lot less skilled labor. I don't blame them to be honest. Businesses need to learn to either sink or swim if they want to stick around for the future. I think they're gonna learn real quick soon...I hope.
@@Andy-im3kj I think so too, something has to crack here. When all these older seasoned professionals are gone and literally nobody is skilled enough/willing to do the work they'll learn. All these people have to do is stop being so greedy and pay people what they're due. It's not a complicated concept. It's all fueled by greed.
My first Toyota in 1990: I was assigned a service advisor and mechanic. I loved the concept. Got to know both of them by name and it worked very well until they did away with it. I currently do not know any of the service advisors at my Lexus dealership even after 4 years 😢
I bought a used Jeep with low milage from a dealership. I opted out of the extended warranty. After the brief warranty, the fuel pump started to fail. I took it in. The service writer wrote it up. While in the parking lot the owner came over and asked me how I liked the vehicle. I told him. He looked at me puzzled and asked, "You didn't buy this vehicle that long ago?" He then told me, "Don't worry, we will take care of it." This is where I went back for business.
@ing9212 I am no jeep fan.... but I used it for a couple of years and I got more of my initial payment cost back on that jeep than any other vehicle I ever bought! I got rid of it because I got tired of the bounce causing me to spill coffee on my white shirt on my way to work! I would order medium but ask them to put it in a large cup!
I have a friend that worked at a dealership for several years. He finally quit and went into a different line of work. The dealership was in my opinion was stupid in letting this man go. He was so good at the job they continuously stuck him with trouble shooting and not giving him the quick easy work so he could make money. This was back in the 90's when he won the Southeast Toyota mechanics competition. They sent him to San Francisco where he came in 3rd place for the national competition. Not long after that he quit Toyota and started his own construction business. Dumb move on Toyota.
Now that's a talented guy. It's ridiculous how some corporations treat good people like a commodity. Still he can do even better running his own construction business if he's as talented in that area.
After a few years of his own business, he settled working for a large company running the maintenance over their corporate headquarters high rise and out buildings. @@Sommers234
My Honda Dealer where I bought my 04 Honda back in 04 is awesome. Have a very good relationship with the service manager. He even delivered and installed a free battery as the mechanic had forgotten to connect the ground wire while working on my car. Oh I always show my appreciation during the holidays.
Now here's a dealership. I drive a Tacoma and recently had to have the tires rotated. As simple as that. So since the nearest Toyota dealership is 60 miles away I took it to a local Ford dealership. Pulled up and parked the vehicle in the waiting area and took a walk around the lot. Came back just in time to see my Tacoma way in back of the shop with a mechanic attaching something to the wheels. Which really peaked my interest. So I found the shop dude and asked what was going on. And he then began a long list of things they were going to "check" including wheel alignment. When I said I just wanted tire rotation he explained they do all of those other things for the $20 tire rotation. What are the odds they would have NOT found something that needed immediate repair?
Excellent video. I am very happy with the service dept of my dealership. The advisor is very professional and, I feel, very open and honest. One thing that really helps is that the actual technician sends me, the customer, a video with detailed information of his pre-service inspection with his findings and advice.
Dang I feel lucky to have a good subaru dealership in my area after reading these comments. I brought my car in for a bad cam sensor that I did not have the time to fix myself, So I brought it to the dealer. My car was nearing 120k miles, so they asked if I wanted to do the 120k service while I was there. Besides the fluids they changed, they found 1 ignition coil that was a little worse for wear. When they called to confirm replacing it, I tried to upsell myself and said why not do the plugs and the other 3 coils while you’re there. The service writer told me they looked fine and didn’t need to be replaced.
Part of the reason why I’ve never gone to a mechanic I just learnt how to fix my car not a mechanic but can take my car apart and put it all back together
Our family has been blessed in that we've found a wonderful dealership who've been nothing but the best in how they look after our car needs. My kids, grandkids, and friends have done business with this dealership because of how they take care of their customers.
I made a big mistake buying a Lexus from one Chicago area dealership. It was compounded by how incompetent the service dept was. I was never happy with the car, a NX350 F Sport. Cramped, noisy and slow. Dumped it recently after a year of ownership.
When i used to work as a basic mechanic, there were a few times me or a tech had to write on the work order, "Recommend new vehicle". That being said, not all techs deal well with customers directly. In those instances, the service writer is a blessing.
@efil4kizum 20 years is a long time to own a car. They are machines, made from metal that rusts and powered by volatile and explosive chemical processes. Vehicles are not meant to last forever. Sometimes they last a very long time, but no matter how well it's taken care of, all machines will eventually break down from normal wear. In some of those instances, it would be more cost-effective and safe to replace the vehicle than repair it any longer.
I've been to dealerships before, and I've noticed that there are people just walking around. And it's the same people just walking around chit chatting with everyone and not doing anything.
Except for one warranty service on a truck some 21 years ago, I have the experience of being lied to, insulted, stolen from and disgusted at every dealership I have been to ( a very long time ago). I recommend finding a good local shop with certified mechanics (not just parts changers) and stick with them.
You nailed it with Looking at the car and not selling service based on mileage. I had a brake fluid change done at my local dealer, and 5000 miles later I went in for an oil change. Their computers were down that day, and the service advisor told me that I needed a brake fluid change. Nope. Clearly no one bothered to actually check the fluid.
Yeah, I had a guy at a Toyota dealer. Tell me I need to get rid of the car. Because he thought it needed spark plugs. He didn't know that they had just been changed less than a month prior. And we're just fine stating. I have no check engine light on. These guys are beyond dishonest. They just try to sell you anything and everything they possibly can because that's how they get paid. They don't get paid to be honest they get paid to sell stuff
Even if your car did need new spark plugs, that shouldn't be an expensive job. Certainly nothing bad enough that I would sell an otherwise properly running car.
Not from the US, but some folks I know here do take time to know the Dealership technicians personally...so they can get them to do home service on their cars on weekends away from company time. The technicians like the extra pay too.
My Toyota dealership has a camera on the technician as he's working on your car and he's explaining what he's doing, showing you via a connection to your phone. It's pretty cool.
I worked as a porter at a dealer during college, lot of customers started asking me questions when I greeted them, I always pointed them towards the advisor. Also working there taught me a lot about cars and how to deal with going to a service center.
I took my son’s Skoda in for a service at Skoda Dealership and opted to wait. While I was in the waiting room next to the service staff I heard in every single phone call to the owner that they checked the windscreen wipers and they needed changing. Most owners agreed to this. To me that was just a money grab. Now my Toyota dealer is servicing/replacing tyres. I get told I need 4 new tyres at a cost $2,600! Apparently the tread is so bad they couldn’t rotate them. On a 2.5 year old car! The treads are near perfect and so said the tyre company I took the car to for a second opinion. Definitely dodgy brothers Inc. sorry Aussie slang😂.
My red flag last year was bringing in my new Toyota to the dealer where I had bought it for a simple oil change at 5k miles (it was still free). What I apparently got was it being shunted to an unsupervised trainee. Driving home, I could tell there was a problem. Checked the tire pressure and they had pumped them all to 60 psi. I had specifically told them to ignore the tires since I deal with that at home. I suspect he/she pumped up the spare and then didn't reset the gauge pressure when moving on. I dealt with it and called to let them know it had happened. Got a "I'll let the manager know". A simple thing, but important, and to me it called into question their entire QA/QC. And I'll bet many folks would have just kept driving like that.
As a (long) retired technician, may I say you are absolutely right. The problem with many dealerships is there are too many people in the communications (like the old game of "telephone") and too much pressure to increase profits. Later on as a service advisor and then with my own shop, I considered it was my duty to do my very best to describe: 1. What we did to diagnose the problem 2. What cause we found, and 3. what we did to fix it. Most of my customers liked this approach.
I have a Honda. I have a lot of confidence in my service advisor. In a recent visit, I had to have my head gasket replaced. He asked if I wanted to see the issue. The technician brought me back to the work area and showed me where the gasket had failed with her camera. She even asked if the car had been starting rough. After she replaced the head gasket, the rough idle stopped as well as my coolant consumption. Fortunately I have a HondaCare warranty and it cost me nothing.
If the Service advisor arrogantly says, "you don't have to change your oil for 10K miles, you are wasting your money" and refuses to take your car, until you ask for a supervisor. If that is the status quo for every service agent at that dealer, RUN AWAY and never go back.
I have had that when I am paying for it. Even the Toyota service manual recommends 5k oil changes for short runs in cold weather or even having a rooftop carrier. The service advisor has no way of knowing one’s driving habits. My Toyota had an average speed on the trip computer of 23 mph. If I had 50mph average then maybe 10k intervals are ok.
That won't happen. Dealers make up bogus early service intervals to make more money off you, plus make up stuff like "flushes" that are not even in the owners manual.
I have seen techs at dealerships do oil changes without changing the filter. They toss the new filters in their tool box and whipe the old filter off with a shop rag. Wish all techs are honest like you. Love your channrl.
I had to go to the Toyota dealership three times to have them change my oil for the first time at 2000 miles. I wanted it done then and not at 10,000 miles each time they came back and said well it’s not required yet. I told him do it I want it done, I’ll never go back there again to have them do it. I do it myself now.
Why? 10k is perfectly fine. Do you like wasting money and good oil? 2000 miles is ridiculous! 😂 You think you know better than the people who build and benchtest their engines and rigourously test oils for optimum performance and longevity?
People strip break in oil out at 500-1000 miles all the time. It also depends on the motor. I wouldn't go 10k in a direct injected turbocharged engine due to fuel dilution. @@motleydude73
Just stumbled across this and ws impressed. I was in the car business for over 30 years and this man is speaking the truth. The hardest part these days is in finding an honest shop with good technicians. It's harder and harder to find both. And, having been a service manager at 4 shops, he hit the nail on the head about sketchy (honesty or skill) techs infecting the entire business.
Thank you! I worked for a year in the garage of an Audi/Porsche/Landrover dealership. A learning experience, speak with the Master Mechanic. When looking to purchase a used car from the dealership, we got a great discount, it was the Master Mechanic who advised me which years and models to avoid and which particular car was a great deal. 96 A6 lasted 10year 350k few mechanical issues
I just had that happen to me the other day... I picked out the nicest ride on the lot and said I'm also interested in getting into one of these someday. Got the keys???
If I can’t do something myself I take it to a local dealer. Their markup on parts is horrendous but I’ve been going there for 25 years and they are really good on labor; I can even talk to the actual mechanic working on my vehicle. I’m thankful I have a good dealer service department that knows me by name and has been in town since 1932…it also doesn’t hurt that the owner is there everyday and will talk to you at any time…they even did work for me out of warranty and covered it.
Just took our hybrid in for the first 5,000 mile oil change. Toyota gave us two years of maintenance and the dealer an additional year. Finally got our 2nd key fob, oil changed, wheels rotated. 👍👍😊😊 so far so good.
Some years ago my son took a chance and decided to bring his vehicle in to our local dealership for a basic checkover . He was given a long list of serious problems that supposedly needed to be addressed costing many, many thousands. I warned him and said not to take it too seriously - it is all fabricated especially the part about it needing a new automatic transmission. When I talked to the folks that wrote up the quote I asked them how it could possibly need a new auto transmission when the 5 speed manual was working perfectly fine. lol They hadn't even looked at the car before writing the quote! We brought our car somewhere else and never returned.
Man, that's so sad about how stealerships are run! I mean, back in the day they used to be the most highly-trained and reputable professionals, but now they're not even trustworthy. But the takeaway I get from this is that I'm encouraged to continue to DIY as much of my car maintenance and repair as possible! Thanks for being such a wealth of honest and helpful information! Strange how this parallels the current medical industry in the U.S. right now.
Except, as he noted, there are good dealerships out there, and there are bad one's. I have gone to great dealerships with excellent service, and I have gone to crap one's. Not all of them are good, and not all of them are bad.
I WISH I could meet and talk to my technician. But most dealerships, and even independent garages don't want the customers "bothering" the techs. They want to quickly review the service invoice, charge your credit card, and get you on your way.
Insist on it! Don't agree on Any upsell unless you can talk to the tech and see the repairs needed in advance! You will get to speak to a tech if you insist on it! I was a Service Advisor/Manager for 35 years. I always allowed a client the opportunity to speak to the source.
I've had good experiences and bad experiences with dealers. I've had them try to charge outrageous prices for things like $25 each for spark plugs on an early 70s olds cutlass (this was early 90s) etc. But I think the most interesting experience was one I had when having a bit of an emergency situation. I was traveling home in my pickup and while about 450 miles away I was heading into the mountains of Montana when my exhaust pipe broke a few inches from the cat. Was super loud. Well its Saturday afternoon in a sparsely populated area. I pulled off I90 into every town that looked like it had a garage or something that could help but nothing was open. I decided to head on into Idaho because there is a large high volume dealership there right off I90 and I figured I could get some help there. So I pull into their shop parking lot and I talk to the shop manager and say "Hey, I've got a broken exhaust pipe and I need to get to Western WA asap. Can you help?" Without looking at my truck etc, he just says no. Ok, I can understand that. So I say, hey, if you have a piece of scrap exhaust pipe and a hacksaw I can just cut it end to end and slip it over and attach it with some hose clamps to get me going. I'll pay you for everything. He says no. Wouldn't even consider it. Made no attempt to help, didn't care. I think he didn't want to risk being there any longer because he acted like he wanted to leave. The funny part was he was dressed like the rhinestone cowboy. Hat, turquoise rings, cowboy boots etc. but looked like he had never seen a cow up close ever. Oh well. I continued on to western ID and after hitting the clutch to coast past a highway patrol, I pulled into Home Depot and grabbed some flashing, high temp chimney caulking, hose clamps and tin snips. After applying some caulking, I wrapped the pipe with flashing and clamped it on. Worked great but man it was redneck. So much so that I forgot about the repair for years.
Main dealers, seem to go out of their way to find faults with your car, take a simple MOT and you will get a report that it past ,but we noticed, on video inspection that you should think about getting done. Your lucky we have some in stock.Suspension rubbers cost me £450.
I’ve had both good and terrible experiences with service departments at dealers. One dealer in the Denver area had its service advisors automatically tell everyone (I overheard the same comment with another customer) that the brakes were worn down to 3mm and they needed to be replaced. My car only had 20,000 miles on it and I always used lower gears in the mountains and drove gently, so I smelled something fishy. So, I declined and the next time I had the car serviced the brakes magically recovered to 7mm and when I sold the car 140,000 miles later it still had 4mm, more than 5 years earlier.
I change all our engine air and cabin HVAC filters. When I do so, I write the date and mileage on a slip of write paper with a sharpie and shipping tape (protect) that paper to the top of the engine air filter cover. For the tech to see.
Thanks for the informative video. As a new car owner that hasn’t had a new vehicle in 20 years your videos are greatly appreciated. If only your automotive shop were in Los Angeles and not 2k miles away 😢. It’s so hard to find a trust worthy mechanic here. I appreciate the work you do.
As a dealership employee, you hit all of the nails right on the head! The one “red flag” addition I have, is if the dealer is constantly trying to hide things from you - they won’t let you see your car, they won’t show you the video or pictures the tech took while working on your car, or the MPI is always green… go somewhere else. I’ve worked for a shady dealer before and once I realized how shady they were, I quit as fast as I could. Keep up the great content!
They make decisions based on mileage. If they can't find anything broken, they make assumptions that oh, this car has a 120000 miles. It needs to have the spark. Plugs changed not bothering to check if they have been changed
I trust you man I wish you’d work at my dealership! Your videos and to the point perspective is perfect ! Thanks for sharing your thoughts and experiences with us !!!
My Mercedes dealer seems like a team. The parts desk, reception, and mechanics are always interacting and geting things done. They replace my brakes before they are worn out but I give my OK for everything before its done. For the brakes, I drove 7 children around so I didn't want worn out brakes. Safety was a big deal for me.
Best service department experience I ever had was at MINI Richmond in Richmond BC. The advisors are well informed and they are super proactive. I’ve never seen a dealer before that even when I was in for routine maintenance, they would inspect the car and let me know things that needed fixing under warranty.
There was a Lincoln dealer in Miami that did this, would check "newer' cars under warranty and point out suspicious items. After a year long internal investigation, they found they were keeping the failed parts from older customer vehicles they serviced and then after inspecting your newer "under warranty" car, they would submit a claim to Ford that your alternator, water pump, etc. has failed and here is the "bad part" as proof. They were forced to sell their dealership.
How do you get to know a technician at a dealership? The technician never talk to the customer and the service advisors never seem to encourage or permit it. I typically go to an independent mechanic for things I can't fix myself and dealership for warranty work.
My Toyota dealer now have the technicians make a relatively short video where they explain what they did and why. They show the defective parts, etc. Then this video is shared with us, the customer. It's not a face to face interaction. And again, it's not a super long presentation...usually one minute at most. But it is nice to see the technician's face and hear them talk. It's surprising how much you can pick up from these videos. Not just about the car repairs that were done but also about the technician and how much they care about the work they are doing.
My dealer started doing that, too, and I like it.
Love that
Heaven oh my gosh that would be heavenly
My dealer did that and it was an epic fail. Said my coolant color was off and recommended replacing it. Funny thing is that they were the last ones to fill it when they replaced the engine block only 5k miles prior!
This must be obligatory for any service of this kind on any industry
I once had my car at a dealership for a 4 wheel brake job. The salesman told me it was time for a tire rotation and tried to get me to pay for it. I asked "Don't you already have all the tires off to do the brakes? Then why do you want to charge me for rolling them 5 feet and putting them back on which you have to do anyway?" I instead demanded they do the rotation for free. The salesman had no valid argument and agreed.
Yeah that’s a bad mark that would just lose a customer. We included rotation in the service for just that reason.
The service advisor must have been dumb as a stump, or thought that you were! Glad you stood up for yourself.
He probably put them on incorrectly after that.
You do have to relearn TPMs location on some
That mechanic was playing checkers, but you were playing chess. 😂😅 21:54
I was a dealership mechanic for 27 years (Porsche, Audi, Volvo, VW). I agree with everything that CCN says. My biggest problem was service managers that didn't have a clue. They were just over paid BS artists. And, they expect you to work for free! The manufactures don't want to pay you to fix their engineers mistakes (warranty repairs)! So you work 8 to 10 hours and get paid 5. You complain and the service manager says "If you don't like it, QUIT!" Well, I did. Went to work in R&D for a computer chip manufacturer. Best decision I ever made. Better pay, better benefits, cleaner environment. Whenever I hear any young kid say he wants to be a mechanic, I say "Don't, you'll regret it"! You put out some great vids CCN. The public needs to hear more from you.
I feel your pain and understand, I fixed so many transmission for 70 dollars at the dealer that the private shop down the road would have made 700, I got my own shop, still have it now I make the rules and the prices
Why are they called technicians because they can read a scanner that kicks out codes? Without it they can’t find what’s wrong with your car, a real mechanic can troubleshoot and find the cause based on knowledge while dealerships charge big bucks to hook up to your OBD port and have a scanner tell them what to fix. Technician my ass should I now call the garbage man a sanitation engineer BS
At VW/VAG i always got the idea that those so called service managers have sales targets; selling as much parts (and labour hours) as possible. So for me, they are in 'sales' and not in 'service'. As i didn't want to hear their BS stories any longer (and pay their salary), i'm now a customer at a smaller, independent workshop (a family owned, local business). Up till now, i feel OK with that step.
@@williamprezioso2742 the word technician allows the dealer to raise the labor rate. That's all.
You are right because so many shops.The mechanics are really independent contractors. The customer thinks we're getting paid by the hour but not really.
My favorite was when the Subaru dealership in Caldwell Idaho told me that it would cost $85 to change my Outback cabin air filter, because it was under the center console. I declined, and went home and changed it my self. It was behind the glove box, and it took me 2 1/2 minutes. SMDH.
My wife's car overheated when I was at work. She brought it to the local Ford dealer.Who told her that she either needed a rebuild or a new engine. Actually all she needed was some new houses and a radiator. They wanted $5000. Then suggested to get a new car.😮
SAME!
I worked at a dealership and all I can say is save your $$$. You have the right to do your own repair and third party repair also on newer vehicles. The techs doing flat rate repair only care about billable hours. Worked next to many a tech that didn't do the service correctly or completely and only cared about billing 120 hours every two weeks. IT's ALL a SCAM! They won't help you when your vehicle actually breaks and you take it to the "experts" for $200-$250 an hour labor rate and an alternator is $1,000 or a water pump is also $1,000 or a four wheel disc brake pad and rotor resurfacing is $1,000. And then it's completed in 1-2 hours.
My local Toyota dealer charged $100, and it’s in the same place. And that was 7 years ago. That’s when I knew, once those free oil changes were off the limited warranty, I was going to a mechanic to get them for $10. I had to go back to them when all the cheap mechanics I knew wouldn’t diagnose my transmission problems, after one of those places did my first and only trans fluid drain and fill. Dealer wanted $9,600 for a new trans, then they came back with $8600, then $5600. I wound up declining and giving them $400 for a diagnoses, and then paying $3500 for a trans from a transmission shop.
Ngl same but for the engine air filter. I did it for $20 and literally less than 1 minute.
I'm a retired Lexus/Toyota Master Diagnostic Specialist with 35 years of service and have seen many dishonest practices over the years. One that I still encounter when I recently had my wife's new Toyota Venza serviced at 30k which still had a free oil change and tire rotation which was covered by the Toyo Guard maintenance package that was slapped on to the purchase price for $700.00 which I argued to get removed but couldn't, is the "flush and clean the fuel injectors and add fuel cleaner, throttle body service." This is a service that the technician always makes extra money on through the chemical supplier. They typically have a color plastic disc in the containers of these products that the tech saves and gets money for when the supplier vendors come by the shops every couple of weeks. Back in the day at a Toyota dealership I was working at, I overheard a service advisor telling a female customer that their engine could catch on fire if they didn't get their throttle body and injector service done! I went to the GM and told him this and they had a talk with this advisor.
Bravo to you for being upstanding.
Sounds like you are referring to BG products.
How do I find the GM for calavan cdjr in lithia springs? I have had my transmission replaced 2x. They are full of donkey shit
@@timothydubois5834 Lol, yep, exactly!! They tried to spiff us 5 bucks for every rip-off flush we sold. Just maintain the car and you won't need that crap!
True dat...working at a dealership, they push only service-related items and chemical products. No one really fixes a car anymore. Push it back out if nearing end of warranty period especially if it's a drip or a small leak. Advisors now use a pull-down menu and tell the customer you need this or that. It's a joke! Worked next to many a tech and MDT that never changed out fluid/parts correctly or completely because "they want their money" and 120 hours every 2 weeks. It's a bad industry and dealership models are to blame especially with independents now just copying their services for equal or less amount per labor hour. IT'S all turning into a SCAM!
I don’t think you realize how rare you have become. I wish there was a way to find more like you. Going to get my car serviced has caused borderline PTSD from the headaches.
Speaking of PTSD, my car's catalytic converter was stolen. Took 6 months and many trips to the dealer to get it fixed and back on the road.
I do all of my own work, but I'd stop if I lived next to The Car Care Nut.
If a mechanic tells you that they are honest, run!
Trust No Dealership
Almost all work on my cars are done by a local independent repair shop. Very good reviews and experience with them. They don’t oversell and give good feedback including if needs be done now, they recommend watching it or says when it may need to be done.
At the end of the day, a good mechanic is not expensive it’s priceless.
Get off your high horse. You replace part a code reader tell's you.
@@WilfMurray-rz2uk Its usually not that simple. The code or codes flashed is a result of something wrong. Actually diagnosing the problem might take checking 3 or 4 things. If your lucky it won't take more than 2 things. A good technician will already have a checklist of components to check & diagnose. I like the suggestion of knowing the Technical Service Advisor & the Technician doing the work. If you like the work done remember them. Request them. That makes a closer bond to the car & that service department.
@@WilfMurray-rz2uk Reading codes is "easy", replacing or repairing stuff can be a challenge.
Not true
Ron Ananian. Car doctor 😂
Finding an independent mechanic is easier said than done. I bought a 2007 LS460 and I could smell burning oil and when I left it in my garage over night there was a very small drip of oil. I brought it to a very well known local Toyota/Lexus independent mechanic. I PAID $95 for an evaluation/diagnosis. They spent about 5 minutes with the car, said nothing is wrong, they said whomever did the last oil change probably spilled some in the plastic below the engine, all is good and sent me on my way. I got home and I was naturally pissed, I had put almost 2,000 miles since the last oil change, certainly anything that was spilled would have gone away by now. So I rolled up my sleeves and took a dive under the hood. I removed all the plastics up top, and first thing I noticed is the valve cover gasket seal around the high pressure fuel pump was crying oil pretty badly and then as I removed each spark plug coil each spark plug well was FULL of oil and as I drove it was weeping out down the side of the engine and onto the exhaust and slowly working its way down to the bottom of the engine. If I kept driving like that I certainly at minimum would have had to buy new coils. It’s Eastman Independent Lexus Toyota in Temecula California. Then I had a 1998 Toyota Camry that had a check engine light on, I plugged my scanner in to it and it had a catalyst code. The front catalytic converter had failed. I brought it to a place called Tokyo Automotive Repair, again, a really highly rated independent shop. I drop it off knowing what it needed but wanted them to do the diagnostic, they of course told me I needed a new front catalytic converter, I agreed, they offered to smog it for me. I agreed, they said “it failed smog because the transmission is bad it needs a new transmission”. I told them give me car back and take your cat off. They did, I went to a Toyota dealer, bought a new front cat and drove it to work, and on my way home from work I took it for a smog and it passed, I was able to get the car registered. TWO independent mechanics were worthless. I’m NOT saying all independent mechanics are bad. I’m saying people who just blindly say that you MUST go to an independent mechanic and then judge people for not doing so, have no reality that there CAN also be bad independent mechanics.
Yeah, this entire industry is a joke. The trades deserve the bad reputation they've been given. You either deal with lazy people or outright crooks and it's REALLY hard to find a shop to trust. I end up diagnosing what I can before I even set foot into a shop. It's to the point where I wish I didn't own a car. A bike is pretty easy to maintain.
I go to an independent garage for routine maintenance, because I know for certain that they'll never recommend unnecessary items. I know this because they won't even recommend necessary items. Even if you raise a concern, they'll say, "it's not a problem. Not worth fixing." Their reviews are stellar, because they don't gouge, but then they don't solve your problems, either.
Yep, plenty of bad independents and I've come across a few of them in the area over the years. I found a good local independent shop that doesn't overcharge or push unnecessary stuff but the problem is their shop leaves my car dirty (i.e. inside and in the engine compartment) leading to unnecessary, concerning smells often.
Yup the highest rated shop in my city didn't properly bleed the air out of the system after a coolant flush. Radiator started leaking, hoses burst, overheating and they admitted no fault.
Can't trust any shop nowadays. Been taking my subaru impreza to an independent subaru performance shop for oil changes and the regular repairs. Been avoiding the dealership for their outrageous repair costs and was happy I've found a good shop. Then I began noticing the quality of the place going down hill. The original guy/owner running the show had mysteriously the scene leaving it to two others. Nice guys, just awkward scenarios. Coming to pick up my subi on one occasion per our conversation i noticed the guy hadn't returned from lunch but had left my car keys sitting on top of the car. I thought it weird, first red flag. Second time, came to pick up car again for radiator replacement, I noticed guy had over tighten one bolt on top to the degree that it cracked the plastic surrounding the bolt. That was an obviously big Crack! After that, along with a few other "things" I've had enough of the place. Withdrew from going there, deleted my great reviews of that place on yelp/Google, unfollowed them on fb etc.
You are the most knowledgeable automotive technician on the internet that I’ve seen. I used to do all my own mechanical repair on the vehicles in my company. I’ve never found a dealership as good as a small private shop. If your shop was near me you would be the only mechanic I would take my vehicles to. Knowledgeable, intelligent and honest. You are a rare breed in this era.
First and only time I went to a dealership (Toyota) to have a complementary oil change, after waiting 3 hours, I got home, opened the hood, to find that the oil cap was dusty, no signs of work. Got under the car and there it was also the filter, dusty and dirty, no signs of work done. Never again.
Except, as the video mentioned, don't remain silent. Call your service advisor, tell them you noticed the service you paid for was never done. If they care, they will apologize and try to make it right. If they don't, you put them on notice that they didn't do the work, and will tell others. No matter what anyone says, reputations matter, and dealers DO care a lot about their reputation, as that is what pays the bills, repeat customers.
Yeah i always pop the hood after the service and doublecheck everything…one yahoo failed to replace the oil cap, another failed to replace the cover on the serpentine belt so before leaving the dealership, pop the hood!
Heck, get down on the ground, reach your oil filter after a supposed change and mark it with a sharpie or some sort of touch sticker, and you will surely know next time.
@@skvltdmedia Best to initialize it or sign it, so it is unique enough.
And if they did it they use the cheapest recycle oil which will eventually destroy the engine and the worst oil filter as well.
I was a technician,service advisor and service manager. Honestly most of these bad practices start at the top. Dealer principles like to lean heavily on the service department when the sales department are low on sales. I have seen the service manager make up a bonus sheet for technicians who push flushes,alignments and other quick hit items. I had no problem taking a customer out to their vehicle and show them what is wrong with it. I’m so glad I’m retired😂
Thanks for sharing you personal experiences.
Definitely starts from the top. Pay plans that either incentivize employees to misbehave for more pay or penalize employees for their honesty (pay plan tied to survey scores). Some advisors are definitely afraid to be honest because they may lose a few thousand dollars off their paycheck if they don’t get a perfect survey. In my opinion any pay plans that have specific targets will just incentivize people to try to hit them, some unethically.
Agree 💯 as a 20 year Toyota ASM and Mangler...you are right.... Had to get it off the business when the techs were trying to sell brake fluid and t body de carb at 15k..... In every car every time..... Hey bro they did this last time....did you flat rate it?😂😂😂
Wish you were working at my local dealership. I don't trust my local Toyota dealer at all.
Absolutely correct. I am also a retired tech that refused to take part in the dealership's sell up schemes. Happy to be retired.
Thank you for this. The worst experience I had was at a tire-focused regional chain in Ohio. I had bought tires and gotten service for a while. But one time they told me I needed new brakes when I knew I didn't. So I took a deep breath and said, "Okay. Replace them under warranty." Then I told him they had replaced the brakes a few months earlier. He looked concerned, typed on the computer, ran back into the shop, and came back looking sheepish telling me their mistake, my brakes were fine. I didn't yell, I just calmly asked why he told me otherwise. He just said they got confused. I think we both knew I'd never return.
My father had a similar one. He was told he needed new wipers. He asked the store are they defective because my son put new ones on yesterday, The games are strong at some shops.
An example from my dealer: So often they say: you need brakes, you only have 4mm of pad left! They forget to tell you new ones are only 8mm and this is 50% remaining!
@@jdub976 I knew a 16 year old girl who had a 70s Camaro. She took it to a shop to get tires replaced. The shop claimed she also needed new shocks. That was a big mistake because then the girl called daddy. WHEW daddy was PISSED! Five minutes later he pulled up and gave them the business! From that day forward everyone she knew look side eyed at that shop every time they drove by. To all the shop owners and mechanics out there who are tempted, don't do it. A lot of people out there smarter than you.
Confused that he couldn't scam you
A typical scam, trying to sell u something you don't need. One reason why I quit going to Big O Tires.
Having worked at huge organizations, I avoid them if at all possible. They are full of people who can't, or won't, communicate. Full of disgruntled employees who are happy to see customers screwed. Full of people who are incentivized to sell you things you don't need. Incompetence is everywhere, and often rewarded and promoted.
About a year ago, I found a certified Toyota/Lexus mechanic in my area who opened his own shop after working for dealerships for 20+ years. He is like you--knowledgeable, experienced and honest. You guys are worth your weight in gold. God bless.
I work at a truck dealership as a technician. I HATE writing "cannot replicate complaint" in my story, because the service advisor did not get enough information at the start. Usually when I write it THEN they will call the customer for more info. Very stressful, the truck is down longer, my repair times are slower. Communication is key.
I had a brake fluid “flush” performed at a local Chicagoland Honda dealer. When I got the car back, I thought the pedal was slowly sinking at the stop light. I drove back and spoke to the Service advisor, and he brought out the Service Manager. The manager pulled me aside and told me that it was impossible for air to get into the lines because they don’t crack the bleeders and only suck out the fluid from the reservoir. After he told me that, I immediately stopped going to them.
That's not a flush. 😆
It's so hard to trust people to do what they're supposed to do, which is why I try to do as much maintenance on my car as possible. I never thought that a dealership would simply do a turkey baster "flush" on a brake system.
next time, go to a reputable independent shop. Dealerships are scams.
bruuuuh
That's not a flush, and yes of course air pockets and bubbles can still get into the lines if you change the fluid like that
I work at a Honda dealership and we do brake flushes all the time. They're supposed to hook the reservoir up to a power bleeder, which will put the fluid under pressure, forcing all air out the system. If done properly, the only way the pedal would feel spongy is if the brake hoses are also bad.
I used to live in Chicago (45 years) and you and the food are the only reasons I wish I lived there now. I’d bring my vehicle to you all the time. Keep up the good work and never stop caring.
Too bad for me or I'd do the same...a trip to Chicago would be 1,000 miles. haha
I wonder why anybody would live or establish a business in Chicago.
@@frankarchuleta5427 used to be a great city until da bruthas moved in and turned it into a jungle.
20 million people or more.@@frankarchuleta5427
It was 15 degrees below zero here Sunday morning. Still miss it?
Took my 2010 Nissan to dealer for oil change because I had a coupon a year ago. The "free 56 point inspection" recommended $7k in repairs and fluid changes, flushes, etc. I didn't do any of it since the car is only worth about $2k. Still runs and drives just fine, no leaks.
I bought a used car from an old guy who had just recently paid for the " 100 point inspection ". Guess what, they hadn't inspected anything and sent him on his way.
I took my grandmother's 2013 Elantra to the dealer for a couple of recalls and to get a steering concern diagnosed. My grandmother is the type to just approve anything they say so that's why I went. After they had it for a couple of hours they called me and they wanted to replace the entire front suspension as that would "likely" fix the steering concern. They also recommended brakes and a couple of different flushes. It was $3,600~ worth of work they wanted to do. I of course denied all of it because I paid you to diagnose the issue, not to do a parts shotgun at the general area and hope you fixed the issue along the way. I'm gonna have to try and find an independent shop that can hopefully properly diagnose the issue and if it all the front suspension needs to be replaced then so be it. I just didn't want to okay it on a hunch that replacing all of it would fix the issue.
Oh, and I also drove the car and noticed no issues with the brakes.
@@TheCobruhAlienat0r I bought a car and the brakes worked fine; when I pulled the wheels, I found the brakes were worn out, needing new pads and rotors all round.
@@TheCobruhAlienat0r- I have an ‘11 Elantra with 95k miles. I bought it brand new and drive about as gentle as your grandma. I’m still on the original brake pads and battery. Point is the brakes, and front end occasionally make a random noise like something is loose. Been doing that since mile #6. Also the steering can be glitchy the first 5 miles or so. Again, always been like that. I’ll never return to the dealer after year #3 of ownership they failed my state inspection because a wiper blade was “torn” and I had one of them little tiny orange bulb / side marker lights out. They wanted $40 to replace. I know darn well the mechanic tore my rubber as I wanted to see how it was “torn”. I’ve had plenty of wipers pull apart from the center but not a single one tear at the very tip with only 20k “summer” miles.
I will never do business with any Nissan dealer ever again! When I was young I had really good credit and was looking for a new car they tried to finance me at 22% interest! Week later I got a new camery at 5% interest. They clearly tried to pull one on me!
I took my wife's car to her dealership waiting to get ripped off... I was impressed. The mechanic sent us a video from the car bay. He explained and showed what had to be done and level of importance. I see a lot of shops doing this now with side by side pictures of good/bad fluids and "proof" of what needs to be fixed. This isn't the norm. I've also had the 18 y.o. kid with Jordans and sagging his work pants explain a mechanics notes.
When I sold cars the best service department I ever saw was at Mitchell Mazda Lincoln Mercury in Enterprise, AL, 1998. It was run by a man named Mitch. It was spotless and ran like a top. At the end of the day everyone cleaned up and even buffed the floors. No vehicle left the service department without being washed first.
I’ve worked for the dealerships for over 35 years you give some of the best information on the Internet … Right on point!! Thank you for the service you provide!
👏👏👏👏
I knew the head mechanic at a Honda dealer quite well so when I would need work on my Prelude,I would request him to do it and I wouldn’t get ripped off. He died a few years ago,every time I bring my car or my wife’s Acura in now,I get a big list of what it might need because of the mileage or age. I swear they don’t even look at things now,they just hope you don’t question them. Everything has gone downhill in the last 10 years.
It really has and it sucks for us who are old enough to witness the change. These people have ruined an entire industry and they're heading into the sunset with a smile on their face knowing they've screwed hundreds of people.
I bought a OBD scanner because i was tired of all the BS told by the "service managers" (official dealer). I'm not against preventive maintenance, but each time they were talking about amounts of $800-1000 as if you were buying a pack of cookies, or an ice cream.
Some red flags for me: "the transmission fluid is lifetime fluid." "we don't stock those nuts/bolts/gaskets, have to special order them (mandatory replacement parts for regular maintenance)".
My dealership told me my oil pressure sensor was faulty after an oil change and they would put me in a loaner and replace it. They drained the oil with the ignition on. I had to tell them how to reset it.
"We didn't overfill your oil, sir. It's reading high because it's hot" (as he holds his hand on the block).
I could go on, and on, there are no more professionals, at least, not many like you.
Most dealers have switched their parts model from in-house to warehouse next day. Much lower costs and less time invested in inventory management. I worked in a parts department and it took countless hours to manage parts and if you have a lean team it creates issues. Also, dealers primarily service cars that are between 1 and 5 years old. People seem to think that we should stock maintenance parts for their 20 year old cars when the reality is they are rarely sold. Most people with older cars go to Autozone/NAPA/Advance etc or buy parts online.
@@afellowinnewengland6142 I understand, but that's not what this was. They were current parts, but gaskets, nuts and bolts for "regular maintenance items" the dealer did not perform for whatever reason, like differential fluid changes, and transmission fluid changes. They always have the gaskets in stock for the oil drain pan plug though. If I had to guess, that's the only regular maintenance they do. I had to inquire with one of their mechanics, and they didn't have the tools needed for some of the other jobs.
@Kerfuffled569 I believe that's a big part of the reason many dealerships won't offer the service, because they don't want to accept the liability.
Let me tell you, BMW really believes that lifetime fluid nonsense. To the point where, when I went to change the fluid in my transfer case, I found that the had removed the drain bolt, so I had to suck out the fluid through the fill bolt. I guess I should consider myself lucky that they still left the fill bolt there lol.
Dealers have to work on so many different cars, I don't wonder about things not being stocked. That takes a massive amount of space and ties up a large amount of capital - which will get folded into billing/estimates.
I am going another way on this. I feel lucky that I found a great local Toyota dealership with a great mechanic that can help on some of the fixes I cannot do myself. On my last visit, he came out personally and showed me the broken part. We made a decision together as if my truck was his. He kept me in the loop all along the repair. Service technician backed him up but let him run the conversation. Even the little things like mats out and seat back into my position were done so it was almost as if I wasn’t there. This dude is an absolute gem, even with my older modified 4R. He has even kept me from making other mistakes by over tackling repairs. After reading and listening, I realize sadly that while this should be the gold standard, it is a rarity.
Another excellent video, sir.
The biggest annoyance in my book is when (say) I KNOW that an engine's rear main seal needs to be replaced and you book it in to be DONE.
You come in, at day's end.
They LOOKED AT IT and say "your engine needs a new rear main seal, let's book it in".
GRRRRR another trip in,
FOR NOTHING.
Yes, it seems that the technician needs to formally diagnose and document the findings as the first step towards getting it done. It is rarely a one-day fix.
One of my biggest complaints with the dealership business model is the service advisor. I hate that buffer between me and the technician. When I go to my local independent shop, I get to discuss my car with the technician himself.
At my trusted mechanic shop, I don't speak to the technician, I speak to the owner, who is a technician
The mercedes dealer wanted to replace the oil cap for 36$ because apparently it leaks oil. I told them no and went to the parts department and bought it for 15$ and saved the 20$ of labour for having them do it.
@Impresslawncare Do you realize the oil cap where you put in fresh engine oil is easy to change and literally takes less than 10 seconds?
I went to a Mercedes parts department for an oil cap that was cracked and they wanted to charge me $36 for the cap when it was a $15 part. I think they're catching on. They do this with cabin air filters now too by marking them up knowing people are learning to save money by changing it themselves.
@@Flightline_ i'm holding on to my 2008 c300 for as long as possible because it's manual but itll be my last mercedes. I'm so impressed with lexus, you know you can change the rubber wiper blades on a lexus for 10$ instead of buying the entire wipers? I've owned my benz since the start and i used to be treated like a king, as my car ages the dealer treats me more and more like a peasant. Fuck them and their disposable cars.
@@Limitbreakurlol
I swear, the stuff people say to defend the screwing they get is astounding.
The filler cap should not leak. Was your PCV valve checked for malfunction?
This is why I prefer to buy an older car out of warranty that I can learn how to do maintenance myself on. Its also why I'm a subscriber to the Car Care Nut Channel. Thanks for this video!
Friends make fun of my 2002 Toyota Camry all the time. Still runs like a champ, parts are cheap as hell and easy to work on. Bought it for 2k 5 years ago. Still runs like a champ with 336k Miles’s. Bought it at 206k miles. Running this thing till it gives out. Beats having a big car payment and high insurance.
You can do the maintenance yourself on a new car. By law, it does not have to be done by a dealership.
@@Jan96106 Yes, but lots of new cars have technology that is harder to fix.
As an enthusiast/hobbyist I really like talking directly to technicians. I know just enough to understand what they're talking about and also to tell them exactly what I need done. It saves so much time and money if you don't have to talk to a slimy salesman.
My first job after high school was a "car jockey" (now porter?) at a Cadillac dealer in 1969. Loved it. Made extra money delivering new cars to customers, some out of state. After helping with an annual parts inventory, I accepted a parts counterman apprentice position. Loved it. I knew nothing about cars. GM sent me to an apprenticeship course. Mechanics (now called technicians) shared great information about their specialty which helped me do my job better. No computers or internet. All we had were parts manuals in 3-ring binders. Salesmen took care of their customers. Everything inside the dealership was about building and maintaining good relationships not only with our customers, but amongst ourselves as employees and how we treated each another. The service manager who took a chance on me and the parts manager who saw my potential treated me wonderfully with their patient manner. I've carried those foundational life lessons everywhere I worked. It helped me be a better customer, too. I deeply appreciate your channel. Thanks.
A GM dealership I was loyal to for the years I drove (and overmaintained!) GMs have porters to thank for that. When I changed the battery in my 95 Monte Carlo the radio locked and I didn’t have an unlock code. Took it to my local dealership and a couple of the check in guys put their heads together and got me unlocked and back on the road, no charge. It’s been so long, I don’t remember the fix, but I appreciated that so much that I took my Pontiacs and Chevys back to them for service for years. I never clicked with their sales staff, but no matter where I bought my car I’d take it back to them for maintenance and repair.
I got to work as a technician for a Lexus Dealership & a Toyota Dealership, culminating in 12 years of experience. The Lexus Dealer was great to its staff and guests (customers). The Toyota dealer failed to take care of both. The difference was LEADERSHIP & CULTURE....
AMD definitely made a lot of great points! Especially developing a personal relationship with your advisor and technician. Stick with that pair every time if they are doing right by you.
Good video. Regarding communication....I ensure that the Tech gets the full story of what is going on with the car and what it is I want done by typing up a summary with that info. I give one to the service advisor and I leave one on the dashboard labeled "To the Technician" with a "thanks for taking care of my car" note at the bottom. Works for me!
I walked into a toyota dealership 10 min ago for my first oil change on my 2023 taco. I sat down and turned on this video and it switched into my truck as they drive it into the bay. Perfect timing.
This more than the dealership, this goes across all mechanic shops. I been working tire shops as a master tech for about 5 years and the service advisors part was spot on. The honesty is just rare and cocky managers and service advisors think they're all mechanics and experts
Sorry but every single dealership service department I have ever seen was beyond corrupt. I can't even find the words for how beneath contempt I have for these people. I will NEVER EVER take one of my cars to dealer service again.
I can't say I've had nothing but bad experiences from dealership service departments, but I will say that far and away the WORST one I dealt with was a Subaru dealership in Bedford Ohio. I bought the car from them and LOVED the Outback, but the service department was by far the worst I've ever been in, and that alone made me pass on another Subaru. I never really had anything major with it, but even ROUTINE stuff I went in for was like pulling teeth to get them to STOP TELLING ME ALL THE STUFF THAT NEEDS TO BE DONE in a vehicle with almost no miles on it. It's like customers are literally cash cows and if the "advisors" didn't uncharge you on SOMETHING they'd be shot at the end of their shift or something. Total rip off artists.
What about maintenance to keep your warranty.
@@ericdolby1622 maintenance whats that lol he's probably also the type that will scream no one told me if I dont replace my timing belt the engine could grenade Or waiting for a misfire to change my plugs could damage my catalytic converter. Ive worked at a Toyota dealer, moved to indepen dent bc it was closer to home but in my experience most of the guys there were stand up dudes, we'd get an occasional shit head but they were processed out in the first 3 months. Maybe my dealership was an outlier, but if they're as bad as people say we'd see way more news coverage. 60 minutes would be running a segment every week on it.
What do you do for recalls and warranty repairs?
This video hits so hard. Just had my Honda dealer who I've bought 3 cars from fail my inspection and claim I needed all brakes and rotors replaced for $1250. Declined. Had my trusted mechanic look the car over and was told there was no issue with the front brakes, rear would probably need to be replaced in 6 months, but there was no safety issue that would fail inspection. Honda mechanic also hit me with brake \ coolant \ trans flush \ fuel system cleaning required for another $760, and tried to tell me my new tires would probably need to be replaced soon, AND I needed an alignment for $160 less than a year after the last one bc their automated check said it was "out of spec". Again, ran all these past the trusted mechanic and he was like "???, your car is fine, and your tires still look brand new".
Thank you for your channel and for videos like these. I might not understand automotive mechanics, but you are helping me understand enough to not get taken for a ride. I work in information technology and see the same type of dishonesty and betrayal of trust in my industry when it comes to people taking advantage of what others do not know because their lives and career are different.
You couldn't check tyres yourself? Oh lordy 😂
This man speaks the truth. I spent 13 years at a Toyota dealership as a Technician and I still have a hard time believing some of the things I saw first, second, and third hand.
Toyota dealerships have been the worst I have dealt with
@@billricheter5678 Unfortunately the bottom line is all that matters. I've watched scum bags reign supreme because they made the service department money.
Such as … ?
@@eddieafterburner Brake flushes at 17K miles. Transmission being replaced when all the vehicle needed was an ABS Sensor. I can think of a dozen other scenarios. People don't ask enough questions so bad techs/writers get over on people
Good advice as always. Regarding scheduled maintenance; always review your vehicle's schedule maintenance guide so you know what services are actually required. This will help you avoid the dealership upsell efforts. I've been in a dealership listening to an advisor upsell an older woman. Her lack on knowledge and "trust" in the dealership allowed them to extract money from her pocket. This was a high end "luxury" brand dealership.
Yeah, my old mom paying $400 for Lexus RX300 oil changes. Boo.
Good advice. I also try to look at DIY RUclips videos for the intended services I need to get an idea of what might be involved. I don't have the time, tools or skills to do many of these tasks myself, but I at least like to have some feeling for what is involved in terms of labor and parts.
I had a service manager at a Mazda dealer that would push service on me that wasn’t due. He insisted it was the manufacturer’s recommendation. I remember challenging him to show me where, in my owner’s manual, it said that service was required. He couldn’t.
Worked 28YEARS in dealerships. This episode nailed it.
A funny story; We own a 2019 Subaru Outback 'Touring'. My wife took it in for an oil change and tire rotation. After dropping it off she sat down in the waiting room. A few minutes later the Service Advisor came in and sat next to her and began to explain all of the other services that the car needed and why they were needed.. My wife sat there listening for a few minutes and it dawned on her that the SA wasn't even describing 'our' car - she was talking about someone else's car! After the 'hard sell' we stopped taking the car to the dealership for service and found an independent mechanic to do further work on the Subaru. I taught auto mechanics in school and have always been disgusted at the 'up sales' at dealerships and the way, especially, that they 'conned' their female customers. (I know that the 'troll's will ask why, if I'm qualified to do the work myself I no longer do it - I haven't got a lift and in my mid-70's I no longer enjoy working on my back in an unheated garage.)
I actually watch at my local Chevy dealership bring out the same cabin filter to all of these customers. I literally watched the service advisor go put it on a desk. Most people don't know that those are one of the easiest things to do on their cars. They have never asked me because they know that I know about my cars.
Well, there is a chance service advisor just mixed up the customers if she was talking about somebody's else car
Lolol I'm 78, and I'm reading your post after lying on my back pulling the starter out of my 94 F150. My biggest problem is having skin that is now paper thin and being on blood thinners, after quad bypass surgery, thanks to Agent Orange. For some reason, I can't seem to admit I am an old fart, and I don't want the thousands of dollars in tools I own to cry.
I worked at a dealership right after I graduated from trade school in the 1970's. It was an eye opening experience for sure. It was a 12 man shop I was amazed at some of the
"short cuts" some of the more seasoned techs used to beat the book time. Book being the factory flat rate time allowed for a given repair, the faster they could knock out a job the more money earned at the end of the week. Guys kept things like broken bolts and worn suspension bushings in their tool boxes to send back to the service advisors to explain why there was more labor hours than was expected by the customers. One of the guys told me "kid they don't put those wheels on the bottom of those roll a way tool boxes for nothing". Once every month or so on a Friday right after the checks were handed out, a tech would be rolling his box out to his pickup to look for greener pastures.
I left that part of the trade and went back to school to learn a more specialized trade, and got out of that dog eat dog world.
I always take picture or video of my old oil before going to change my car oil. Good thing I did that, because I went to one dealership to change my oil and they never change my oil. Looks like they don’t even open my oil cap. I check my oil stick and the oil was so black. After that I never go back and I post online what I experience on that dealership. A few months later the dealership shut down.
I wish we had another you here up in Edmonton, Alberta. I learn something new, anytime I watch your videos.
Your honesty, expertise and professionalism have made you a true king among the mechanics.
May the Lord bless you and your family.
Chicago is cold enough, I doubt you can convince AMD to move to Edmonton. 😉
I can recommend a good Toyota dealership…but you’d have to come to Calgary!
@@shiftfocus1which one if not a secret? I m from calgary and southpointe is the worst
I assume you own a Toyota. Go to WEM Toyota and ask for Manny. I've been going to this dealership for years and never have a problem. Manny is a master tech with this dealership.
Also, this dealership do not upsell any products. They only repair what needs to be repaired.
I just went to my local Audi dealer for them to tell me I needed new tires at 16k miles. I told them to just rotate them for $119, and they said no problem. A week later I noticed they didn’t even rotate my tires, and the only reason I knew they didn’t do it because I had a curb rash on one of the wheels. I called and demanded my money back. They said they did the service and that was that. Too bad I had documentation that the wheel already had a curb rash from the video the technician sent me. Nalley north Atlanta is full of crap. They gave me my money back and said sorry the technician balanced the tires instead. What a load of crap
I took my truck for an oil change and tire rotation. I'm driving down the road afterward and notice a weird vibration from the front. Loose lug nuts. Fun times. Glad I pulled over to check them.
Yup. Loose or over-tightened to warp the rotors.
Even my local shop went downhill and got really shady. It used to be great, but the service advisors I had gotten to know and trust were suddenly not there, and every state inspection was padded out to $400. Final nail in the coffin was EVAP issues on one of my vehicles. This shop wanted to replace the canister for $1300. I took it to another mechanic who found a rusted fuel filler neck and a bad solenoid. I had him fix that, and no more check engine light for now.
State inspection is 400? Is that the shop beefing up the costs or state fees?
@@crazy4gta1 They're adding stuff to the bill and "finding" things that they say will fail the car. PA State inspection with nothing needed is $70 and change.
@@GregoryGlessnerViolin 70? Damn, here in NY its 37
@@crazy4gta1some states don’t require inspection
Excellent video! i was in charge of maintenance for an entire Army Division and ran into a lot of the same issues you cite. I've had great experiences with a very few dealership service departments, but most were not very competent. I bought a new car in December 2022 and the first oil change was free. I added a tire rotation to the order. Even with a reservation, it took them 2 hours to accomplish those tasks. Later that day, I lost a lug nut in a parking garage and discovered the technician did not tighten all the lug nuts on one of the tires! I contacted the service advisor, the service manager, and the dealership's general manager and never got a response from any of them. That is a good indication of a poorly run service department. That same dealership's car wash ripped a part of my door trim that same day. i will not be returning to them for any maintenance on my car.
you said it. the advisor SHOULDN'T be a salesman, but guess what? the service manager is always pushing some b.s..... like BG-products, and if you dont do upsells and other b.s. the service manager is coming down on you with that and slapping the survey in your face too. the culture in the service department needs an entire revamp, its pathetic. and a person like me who just genuinely wants to help people and do the right thing and not let you waste all your money with me, and ppl like me just get pushed out the door by management. its a shame but guess what can you do? 🙃😩
Why i quit
@@888jimm same dude.
I would say the culture of every department needs to change, not just the service department. I cringe at the thought of going to the dealer for anything. Too many people that act like they are doing you a favor to allow you to spend your hard earned money with them. Salespeople that don't know their product. Finance people that are pressured to sell, service advisors that want to sell you things that are not necessary, technicians that leave your car with grease or dirt all over under the hood or inside your car. During the recent tight supply of new cars, dealers either marked up the sales price many thousand of dollars over MSRP or made worthless "packs" mandatory. Gut wrenching.
BG products are amazing! Toyotas like clean oil! I use the oil cleaner once a year. moa is what I put in my truck in the summer when towing. It is amazing stuff. It can solve many noises engine problems. Stuck lifters etc. Do you need it every service? No
@@Nk-bc1qbbro you don’t need that bullshit
Spot on right here. This guy knows what he's talking about. Sometimes you'll go to the service department and tell them the exact problems that you're having in your car and then the problems that you tell the service advisor gets improperly explained to the technician. The technician sometimes have trouble pinpointing the problem because the service advisor didn't relay the information you gave him correctly to the technician.
Tons of energy your way ! Thank you for your hard work.
This hits home. I took my 2015 1794 Tundra to Toyota dealer near me and told them I want to service the transfer case as it was not engaging as smoothly as it should and the service adviser told me that I was switching from 4*4 to. 4*4 low incorrectly. I told him that from 2w to 4*4 high -rolling while on D and from 4*4 high to 4*4 low on N at a complete stop. The “I’m the expert” service advisor told me that I’m suppose do both on D while rolling. Took him for a drive and proved him wrong. His mechanic end up recommending servicing the transfer case as I have diagnosed myself and it is now working as it should.
After that I started doing my oil change myself and both my cars ( Tundra and 4Runner) sound better than when I was taking both to the dealership.
Same here. If you want it done right do it yourself.
@@jumanji5239 BTW if your don’t know yet. Toyota genuine oil is Mobil1 repackaged. Read the fine prints if you’re using them.
A lot of these can also apply to bad regular shops or chain shops. I know dealer shops get the worse reps, but nowadays chain and regular shops are starting to catch up with that rep.
I'd say the majority of chain shops are this way
It's fair to say it's going to get worse considering how less and less people are going into the trades thus why the median age of tradesmen are in the 50s.
@@Andy-im3kj in defense of young people, some of the trades pay like absolute shit for a hefty amount of work..mechanics near me get paid hourly like 15-$20 an hour. Tell me, why would anybody want to make a career out of that when they can get paid the same at mcdonalds
@nortonman5238 Or get paid more for a lot less skilled labor. I don't blame them to be honest. Businesses need to learn to either sink or swim if they want to stick around for the future. I think they're gonna learn real quick soon...I hope.
@@Andy-im3kj I think so too, something has to crack here. When all these older seasoned professionals are gone and literally nobody is skilled enough/willing to do the work they'll learn.
All these people have to do is stop being so greedy and pay people what they're due. It's not a complicated concept. It's all fueled by greed.
My first Toyota in 1990: I was assigned a service advisor and mechanic. I loved the concept. Got to know both of them by name and it worked very well until they did away with it. I currently do not know any of the service advisors at my Lexus dealership even after 4 years 😢
I bought a used Jeep with low milage from a dealership. I opted out of the extended warranty. After the brief warranty, the fuel pump started to fail. I took it in. The service writer wrote it up. While in the parking lot the owner came over and asked me how I liked the vehicle. I told him. He looked at me puzzled and asked, "You didn't buy this vehicle that long ago?" He then told me, "Don't worry, we will take care of it." This is where I went back for business.
The problem started when I saw the word JEEP.
@ing9212 I am no jeep fan.... but I used it for a couple of years and I got more of my initial payment cost back on that jeep than any other vehicle I ever bought! I got rid of it because I got tired of the bounce causing me to spill coffee on my white shirt on my way to work! I would order medium but ask them to put it in a large cup!
I have a New 2022 4runner. 1st oil change was a disaster at the dealership. Long story/short. I now stay with my 4runner while they do the work.
Oh no...what did they do?
And you were surprised?
@@efil4kizum They pull me up a chair in the shop.
I have a friend that worked at a dealership for several years. He finally quit and went into a different line of work. The dealership was in my opinion was stupid in letting this man go. He was so good at the job they continuously stuck him with trouble shooting and not giving him the quick easy work so he could make money. This was back in the 90's when he won the Southeast Toyota mechanics competition. They sent him to San Francisco where he came in 3rd place for the national competition. Not long after that he quit Toyota and started his own construction business. Dumb move on Toyota.
Now that's a talented guy. It's ridiculous how some corporations treat good people like a commodity. Still he can do even better running his own construction business if he's as talented in that area.
After a few years of his own business, he settled working for a large company running the maintenance over their corporate headquarters high rise and out buildings. @@Sommers234
Companies think all people are the same and can be interchangable between different jobs and screw up jobs😂
My Honda Dealer where I bought my 04 Honda back in 04 is awesome. Have a very good relationship with the service manager. He even delivered and installed a free battery as the mechanic had forgotten to connect the ground wire while working on my car. Oh I always show my appreciation during the holidays.
Now here's a dealership. I drive a Tacoma and recently had to have the tires rotated. As simple as that. So since the nearest Toyota dealership is 60 miles away I took it to a local Ford dealership. Pulled up and parked the vehicle in the waiting area and took a walk around the lot. Came back just in time to see my Tacoma way in back of the shop with a mechanic attaching something to the wheels. Which really peaked my interest. So I found the shop dude and asked what was going on. And he then began a long list of things they were going to "check" including wheel alignment. When I said I just wanted tire rotation he explained they do all of those other things for the $20 tire rotation. What are the odds they would have NOT found something that needed immediate repair?
Excellent video. I am very happy with the service dept of my dealership. The advisor is very professional and, I feel, very open and honest. One thing that really helps is that the actual technician sends me, the customer, a video with detailed information of his pre-service inspection with his findings and advice.
Dang I feel lucky to have a good subaru dealership in my area after reading these comments. I brought my car in for a bad cam sensor that I did not have the time to fix myself, So I brought it to the dealer. My car was nearing 120k miles, so they asked if I wanted to do the 120k service while I was there. Besides the fluids they changed, they found 1 ignition coil that was a little worse for wear. When they called to confirm replacing it, I tried to upsell myself and said why not do the plugs and the other 3 coils while you’re there. The service writer told me they looked fine and didn’t need to be replaced.
Part of the reason why I’ve never gone to a mechanic I just learnt how to fix my car not a mechanic but can take my car apart and put it all back together
Our family has been blessed in that we've found a wonderful dealership who've been nothing but the best in how they look after our car needs. My kids, grandkids, and friends have done business with this dealership because of how they take care of their customers.
I made a big mistake buying a Lexus from one Chicago area dealership. It was compounded by how incompetent the service dept was. I was never happy with the car, a NX350 F Sport. Cramped, noisy and slow. Dumped it recently after a year of ownership.
When i used to work as a basic mechanic, there were a few times me or a tech had to write on the work order, "Recommend new vehicle". That being said, not all techs deal well with customers directly. In those instances, the service writer is a blessing.
@efil4kizum 20 years is a long time to own a car. They are machines, made from metal that rusts and powered by volatile and explosive chemical processes. Vehicles are not meant to last forever. Sometimes they last a very long time, but no matter how well it's taken care of, all machines will eventually break down from normal wear. In some of those instances, it would be more cost-effective and safe to replace the vehicle than repair it any longer.
I've been to dealerships before, and I've noticed that there are people just walking around. And it's the same people just walking around chit chatting with everyone and not doing anything.
Those are the MBA holders
Except for one warranty service on a truck some 21 years ago, I have the experience of being lied to, insulted, stolen from and disgusted at every dealership I have been to ( a very long time ago). I recommend finding a good local shop with certified mechanics (not just parts changers) and stick with them.
You nailed it with Looking at the car and not selling service based on mileage.
I had a brake fluid change done at my local dealer, and 5000 miles later I went in for an oil change. Their computers were down that day, and the service advisor told me that I needed a brake fluid change. Nope.
Clearly no one bothered to actually check the fluid.
Yeah, I had a guy at a Toyota dealer. Tell me I need to get rid of the car. Because he thought it needed spark plugs. He didn't know that they had just been changed less than a month prior.
And we're just fine stating. I have no check engine light on. These guys are beyond dishonest. They just try to sell you anything and everything they possibly can because that's how they get paid. They don't get paid to be honest they get paid to sell stuff
Even if your car did need new spark plugs, that shouldn't be an expensive job. Certainly nothing bad enough that I would sell an otherwise properly running car.
Advisors get a nice spiff for putting you in a new car.
You either dealt with an ignorant misinformed advisor or a complete jerk.
WTF?! Get rid of the car because it needs SPARK PLUGS?!!!
Sprak Plug job on the Tundra 5.7 are over $500 at the dealer. Not exactly cheap. @@johnettipio
Not from the US, but some folks I know here do take time to know the Dealership technicians personally...so they can get them to do home service on their cars on weekends away from company time. The technicians like the extra pay too.
My Toyota dealership has a camera on the technician as he's working on your car and he's explaining what he's doing, showing you via a connection to your phone. It's pretty cool.
I worked as a porter at a dealer during college, lot of customers started asking me questions when I greeted them, I always pointed them towards the advisor. Also working there taught me a lot about cars and how to deal with going to a service center.
I took my son’s Skoda in for a service at Skoda Dealership and opted to wait. While I was in the waiting room next to the service staff I heard in every single phone call to the owner that they checked the windscreen wipers and they needed changing. Most owners agreed to this. To me that was just a money grab. Now my Toyota dealer is servicing/replacing tyres. I get told I need 4 new tyres at a cost $2,600! Apparently the tread is so bad they couldn’t rotate them. On a 2.5 year old car! The treads are near perfect and so said the tyre company I took the car to for a second opinion. Definitely dodgy brothers Inc. sorry Aussie slang😂.
My red flag last year was bringing in my new Toyota to the dealer where I had bought it for a simple oil change at 5k miles (it was still free). What I apparently got was it being shunted to an unsupervised trainee. Driving home, I could tell there was a problem. Checked the tire pressure and they had pumped them all to 60 psi. I had specifically told them to ignore the tires since I deal with that at home. I suspect he/she pumped up the spare and then didn't reset the gauge pressure when moving on. I dealt with it and called to let them know it had happened. Got a "I'll let the manager know". A simple thing, but important, and to me it called into question their entire QA/QC. And I'll bet many folks would have just kept driving like that.
Trust me, there is very little qa qc at the dealer
As a (long) retired technician, may I say you are absolutely right. The problem with many dealerships is there are too many people in the communications (like the old game of "telephone") and too much pressure to increase profits. Later on as a service advisor and then with my own shop, I considered it was my duty to do my very best to describe: 1. What we did to diagnose the problem 2. What cause we found, and 3. what we did to fix it. Most of my customers liked this approach.
I have a Honda. I have a lot of confidence in my service advisor. In a recent visit, I had to have my head gasket replaced. He asked if I wanted to see the issue. The technician brought me back to the work area and showed me where the gasket had failed with her camera. She even asked if the car had been starting rough. After she replaced the head gasket, the rough idle stopped as well as my coolant consumption. Fortunately I have a HondaCare warranty and it cost me nothing.
If the Service advisor arrogantly says, "you don't have to change your oil for 10K miles, you are wasting your money" and refuses to take your car, until you ask for a supervisor. If that is the status quo for every service agent at that dealer, RUN AWAY and never go back.
If it's a service plan you're not paying for, they will only do the minimum reccommended service.
I have had that when I am paying for it.
Even the Toyota service manual recommends 5k oil changes for short runs in cold weather or even having a rooftop carrier.
The service advisor has no way of knowing one’s driving habits.
My Toyota had an average speed on the trip computer of 23 mph. If I had 50mph average then maybe 10k intervals are ok.
That won't happen. Dealers make up bogus early service intervals to make more money off you, plus make up stuff like "flushes" that are not even in the owners manual.
They're actually doing you a favour trying to save you money! 😂
@@tgriebeLoad of bullshit.
I have seen techs at dealerships do oil changes without changing the filter. They toss the new filters in their tool box and whipe the old filter off with a shop rag. Wish all techs are honest like you. Love your channrl.
I had to go to the Toyota dealership three times to have them change my oil for the first time at 2000 miles. I wanted it done then and not at 10,000 miles each time they came back and said well it’s not required yet. I told him do it I want it done, I’ll never go back there again to have them do it. I do it myself now.
Why? 10k is perfectly fine. Do you like wasting money and good oil? 2000 miles is ridiculous! 😂 You think you know better than the people who build and benchtest their engines and rigourously test oils for optimum performance and longevity?
@@motleydude73😄😅😂🤣🥲🤪
2,000 miles is ridiculous. I could see 5,000
@@Ni-fg6je If you drive in extreme conditions maybe. 10 is fine.
People strip break in oil out at 500-1000 miles all the time. It also depends on the motor. I wouldn't go 10k in a direct injected turbocharged engine due to fuel dilution. @@motleydude73
Just stumbled across this and ws impressed. I was in the car business for over 30 years and this man is speaking the truth. The hardest part these days is in finding an honest shop with good technicians. It's harder and harder to find both. And, having been a service manager at 4 shops, he hit the nail on the head about sketchy (honesty or skill) techs infecting the entire business.
Thank you! I worked for a year in the garage of an Audi/Porsche/Landrover dealership. A learning experience, speak with the Master Mechanic. When looking to purchase a used car from the dealership, we got a great discount, it was the Master Mechanic who advised me which years and models to avoid and which particular car was a great deal. 96 A6 lasted 10year 350k few mechanical issues
My favorite response from every. single. service advisor.. I'm sorry all the loaners are out.
I just had that happen to me the other day... I picked out the nicest ride on the lot and said I'm also interested in getting into one of these someday. Got the keys???
@@jimmyball3077 I did that once a few cars ago. Got a nice test drive for a week.
If I can’t do something myself I take it to a local dealer. Their markup on parts is horrendous but I’ve been going there for 25 years and they are really good on labor; I can even talk to the actual mechanic working on my vehicle. I’m thankful I have a good dealer service department that knows me by name and has been in town since 1932…it also doesn’t hurt that the owner is there everyday and will talk to you at any time…they even did work for me out of warranty and covered it.
I don't go to the stealerships unless I can't do the work myself. Also, having free refreshments is a must lol.
Just took our hybrid in for the first 5,000 mile oil change. Toyota gave us two years of maintenance and the dealer an additional year. Finally got our 2nd key fob, oil changed, wheels rotated. 👍👍😊😊 so far so good.
Some years ago my son took a chance and decided to bring his vehicle in to our local dealership for a basic checkover . He was given a long list of serious problems that supposedly needed to be addressed costing many, many thousands. I warned him and said not to take it too seriously - it is all fabricated especially the part about it needing a new automatic transmission. When I talked to the folks that wrote up the quote I asked them how it could possibly need a new auto transmission when the 5 speed manual was working perfectly fine. lol They hadn't even looked at the car before writing the quote! We brought our car somewhere else and never returned.
Man, that's so sad about how stealerships are run! I mean, back in the day they used to be the most highly-trained and reputable professionals, but now they're not even trustworthy. But the takeaway I get from this is that I'm encouraged to continue to DIY as much of my car maintenance and repair as possible! Thanks for being such a wealth of honest and helpful information! Strange how this parallels the current medical industry in the U.S. right now.
Except, as he noted, there are good dealerships out there, and there are bad one's. I have gone to great dealerships with excellent service, and I have gone to crap one's. Not all of them are good, and not all of them are bad.
I WISH I could meet and talk to my technician. But most dealerships, and even independent garages don't want the customers "bothering" the techs. They want to quickly review the service invoice, charge your credit card, and get you on your way.
Insist on it! Don't agree on Any upsell unless you can talk to the tech and see the repairs needed in advance! You will get to speak to a tech if you insist on it! I was a Service Advisor/Manager for 35 years. I always allowed a client the opportunity to speak to the source.
I have called the customer before because the advisor won't ask the right questions.
I've had good experiences and bad experiences with dealers. I've had them try to charge outrageous prices for things like $25 each for spark plugs on an early 70s olds cutlass (this was early 90s) etc. But I think the most interesting experience was one I had when having a bit of an emergency situation. I was traveling home in my pickup and while about 450 miles away I was heading into the mountains of Montana when my exhaust pipe broke a few inches from the cat. Was super loud. Well its Saturday afternoon in a sparsely populated area. I pulled off I90 into every town that looked like it had a garage or something that could help but nothing was open. I decided to head on into Idaho because there is a large high volume dealership there right off I90 and I figured I could get some help there. So I pull into their shop parking lot and I talk to the shop manager and say "Hey, I've got a broken exhaust pipe and I need to get to Western WA asap. Can you help?" Without looking at my truck etc, he just says no. Ok, I can understand that. So I say, hey, if you have a piece of scrap exhaust pipe and a hacksaw I can just cut it end to end and slip it over and attach it with some hose clamps to get me going. I'll pay you for everything. He says no. Wouldn't even consider it. Made no attempt to help, didn't care. I think he didn't want to risk being there any longer because he acted like he wanted to leave. The funny part was he was dressed like the rhinestone cowboy. Hat, turquoise rings, cowboy boots etc. but looked like he had never seen a cow up close ever. Oh well. I continued on to western ID and after hitting the clutch to coast past a highway patrol, I pulled into Home Depot and grabbed some flashing, high temp chimney caulking, hose clamps and tin snips. After applying some caulking, I wrapped the pipe with flashing and clamped it on. Worked great but man it was redneck. So much so that I forgot about the repair for years.
Main dealers, seem to go out of their way to find faults with your car, take a simple MOT and you will get a report that it past ,but we noticed, on video inspection that you should think about getting done. Your lucky we have some in stock.Suspension rubbers cost me £450.
The final explanation literally applies to any service for anything out there. Like the rest of life, it's the luck of the draw/it's hit or miss.
I’ve had both good and terrible experiences with service departments at dealers. One dealer in the Denver area had its service advisors automatically tell everyone (I overheard the same comment with another customer) that the brakes were worn down to 3mm and they needed to be replaced. My car only had 20,000 miles on it and I always used lower gears in the mountains and drove gently, so I smelled something fishy. So, I declined and the next time I had the car serviced the brakes magically recovered to 7mm and when I sold the car 140,000 miles later it still had 4mm, more than 5 years earlier.
I change all our engine air and cabin HVAC filters. When I do so, I write the date and mileage on a slip of write paper with a sharpie and shipping tape (protect) that paper to the top of the engine air filter cover. For the tech to see.
I rate my local BMW Dealership in three categories: Sales: CRIMINALS! . They belong in prison. Service: INCOMPETENT. Parts: EXCELLENT!
Thanks for the informative video. As a new car owner that hasn’t had a new vehicle in 20 years your videos are greatly appreciated. If only your automotive shop were in Los Angeles and not 2k miles away 😢. It’s so hard to find a trust worthy mechanic here. I appreciate the work you do.
As a dealership employee, you hit all of the nails right on the head! The one “red flag” addition I have, is if the dealer is constantly trying to hide things from you - they won’t let you see your car, they won’t show you the video or pictures the tech took while working on your car, or the MPI is always green… go somewhere else. I’ve worked for a shady dealer before and once I realized how shady they were, I quit as fast as I could. Keep up the great content!
They make decisions based on mileage. If they can't find anything broken, they make assumptions that oh, this car has a 120000 miles. It needs to have the spark. Plugs changed not bothering to check if they have been changed
I trust you man I wish you’d work at my dealership! Your videos and to the point perspective is perfect ! Thanks for sharing your thoughts and experiences with us !!!
My Mercedes dealer seems like a team. The parts desk, reception, and mechanics are always interacting and geting things done. They replace my brakes before they are worn out but I give my OK for everything before its done. For the brakes, I drove 7 children around so I didn't want worn out brakes. Safety was a big deal for me.
Best service department experience I ever had was at MINI Richmond in Richmond BC. The advisors are well informed and they are super proactive. I’ve never seen a dealer before that even when I was in for routine maintenance, they would inspect the car and let me know things that needed fixing under warranty.
There was a Lincoln dealer in Miami that did this, would check "newer' cars under warranty and point out suspicious items. After a year long internal investigation, they found they were keeping the failed parts from older customer vehicles they serviced and then after inspecting your newer "under warranty" car, they would submit a claim to Ford that your alternator, water pump, etc. has failed and here is the "bad part" as proof. They were forced to sell their dealership.
As a technician I can say - excellent advice.
Get to know your technician and build a relationship with him - that's pure gold
How do you get to know a technician at a dealership? The technician never talk to the customer and the service advisors never seem to encourage or permit it.
I typically go to an independent mechanic for things I can't fix myself and dealership for warranty work.