If you've ever felt you got a raw deal taking your car in for service at the dealer, our anonymous service manager says that may well be true. But he also cites a number of reasons to take your car to the dealer for work anyway — and tells how not to get the short end of the stick when you do. He should know. He's spent 23 years as a manager for brands as varied as Nissan, Ford and Mitsubishi, and has also served as a warranty administrator and customer relations manager for multiple dealerships.
Q: What's a good reason to take your car to the dealer for routine maintenance, rather than to the guy with two bays and a private shop?
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Q: So it's not necessarily more expensive, and they know more about your car. Any other reason?
A: Often times at Jiffy Lube or wherever they're paid by the hour, and they're not necessarily trained to know your vehicle. And that can cost you your engine. If I could get half of what I've charged customers to replace engines that were screwed up by Jiffy Lube and Walmart, for such things as not enough oil, too much oil, the wrong weight of oil, wrong filter, loose filter or any combination of the above, I could have retired a long time ago. There's no point to spending $30,000 to $40,000 on a new vehicle and then trying to go cheap on the maintenance.
Q: What's an example of a common tactic by dealers to pad the bill?
A: So-called shop supplies. That is, and always has been, the biggest crock of crap I've ever seen, and it's been going on for years! It is essentially similar to going to a nice restaurant, getting your check and finding you've been billed for napkins and silverware, which are necessary costs of the food service business. Shop supplies include, but are not limited to, shop rags, lubricants — this isn't the motor oil, transmission fluid, brake fluid and steering fluid they might put in your car — and the cost of disposing of used oil. These are just some of the necessary costs of doing the auto repair business. Some dealers do not charge for them, but most do, and what is considered shop supplies is at the discretion of each individual dealer. I've seen a customer get billed for $30 in shop supplies—on top of their estimate — for the use of three shop rags! For that price, I can buy 20 rolls of shop towels at Auto Zone.
Q: If you got a bill that had shop supplies on it, what would you do?
A: Ask to see exactly what that means. Ask to see the precise items they actually used. Challenge them on it. You might not get them to knock it off your bill, but you should try.
Q: You also said that dealer service departments too often recommend fluid flushes and replacements that aren't called for by the owner's manual. The dealers cite the "severe use" schedule that doesn't apply to the vast majority of us. Should drivers simply veto a service or fluid replacement that isn't recommended — in the owner's manual — under the normal or light-duty service requirements?
A: Yes, you should go by what the owner's manual recommends for normal use. And, yes, this is a common practice, and I hate to admit that. When I was a customer relations manager, I had a service manager who would [bait people into buying the fluid changes] by showing new fluid versus used fluid. She made more than I did just in flush commissions, but had the worst customer satisfaction surveys. I have always stuck to the manufacturer recommendations, and my Escape has over 310,000 miles on it. Less than five percent of drivers operate their cars under conditions that would be deemed "severe." The ones who do are usually taxi or pizza-delivery drivers, or those who frequently take their SUV or truck off-road.
Q: What's the single best piece of advice you'd offer to a friend about servicing his car at the dealer?
A: A dealer won't come right out and say it, but if you have your regular service work done at the dealer... (because warranty work pays the dealer a lot less than service work), your value to the dealership increases. Here's an example: Suppose your vehicle goes out of warranty and a week later you have a catastrophic failure. If you have shown loyalty to the dealership by using them for regular service work, they will be more inclined to help you — as opposed to the person who buys a car there and takes it somewhere else for regular service, and only brings it in for warranty work.
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