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  #1  
Old 07-27-2015, 10:49 PM
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Dealership scam on service work!

So I just had my 12 GC in for a few recalls this past weekend. Left it for the day and went to work. They called me and said they had finished the recalls but recommended that I replace the fluid in the front and rear differential. As well as the transfer case. Once I got them to come down from almost $500 to $390 out the door I agreed. Figured it wasn't a bad idea now that I have 51,000 miles.

So while I was at my friends and my car shop today where he has a lift, I decided to take a look underneath.
ImageUploadedByJeepGarage1438050656.145834.jpg
I can clearly see the rear differential has has its fluid changed.
ImageUploadedByJeepGarage1438050643.256008.jpg
As well as the transfer case (no picture)

Then I get to the front differential, and as you can see clearly has not been touched! There is still the dust/ grime on the case and drain plug as well as the fill plug. Even inside the Allen you can see that a wrench hasn't been put in it. (Maybe can't see quite as good in these pics as In person)
ImageUploadedByJeepGarage1438050811.579490.jpg
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So I'm super pissed!!! Completely ripped me off!
I called the the dealership, Ziegler in downers grove, which is also where I purchased my jeep new. So they said to bring it back tomorrow when the service manager will be there so they can have a look for them selfs. They said if this is true there will be repercussions for the tech or something.

I'm just at an utter loss right now. I seriously can't believe this. I know they are called stealerships but this is ridiculous. Not sure what I should expect the out come to be. I wonder how many other people have been ripped off and paid for service work they never received.


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  #2  
Old 07-27-2015, 11:05 PM
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Re: Dealership scam on service work!

My guess is that it was a tech screw up rather than a dealer trying to rip you off. Before accusing them, why not see what happens when you go back.


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Old 07-28-2015, 06:45 AM
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Re: Dealership scam on service work!

If it was on the RO and the tech didn't do it, the tech should feel some heat.

If it wasn't done, they should do it on the spot - not say "well, come back and we'll do it"

And you should get some compensation. Your time spent bringing the vehicle back is not free.
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Old 07-28-2015, 08:13 AM
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Re: Dealership scam on service work!

Good catch on that. You know many people wouldn't of even thought of looking under at the plus to see if anything has been changed. Keep a cool head and see what the dealer has to say. Let us know how it turns out.
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Old 07-28-2015, 08:37 AM
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Re: Dealership scam on service work!

Unfortunately I'd say things happen like this a lot more often than you think. I worked at a dealership years ago when I was in college, they would quote say 3 hours to do a new exhaust or mufflers, car would be completed in an hour and the car would sit in the shop on the rack until 3 hours passed (while the customer sometimes waited). Happened every single day amongst various other things. Main reason why I have zero trust for dealership service areas and try to do all the work myself. Unfortunately don't have much choice when it comes to recalls.


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Old 07-28-2015, 09:11 AM
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Re: Dealership scam on service work!

Book time is charged regardless if it takes half the time or double the time. A quoted price is a quoted price. Unfortunately, many dealers will find other things to tack on to make up the time if they go over. In regards to this, I'm leaning towards the tech forgot, got sidetracked, or was just lazy. As has been said, go in with a cool head and see what they say. Not going to get anywhere going in there "guns ablazin'".
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Old 07-28-2015, 11:46 AM
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Re: Dealership scam on service work!

I'm thinking he changed it by using his special tool that doesn't require removing the plug.
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Old 07-28-2015, 12:41 PM
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Re: Dealership scam on service work!

I had a similar experience at a dealership in San Diego. Tech said he rotated the tires for $19.95, except he didn't. I know this because I failed to give him the locking lug nut socket, and the same tire with a slow leak was in the same position 2 weeks later when it needed air again.

I called the service manager but never heard back. I've emailed an insider at Chrysler headquarters that I know, and he forwarded my issue to someone inside customer service. No response yet after 2 weeks. I like my Jeep but the owner experience hasn't been 10% as good as my Acura ownership.
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Old 07-28-2015, 02:13 PM
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Re: Dealership scam on service work!

UPDATE:
So I just left the dealership. The service guy that took care of me in the first place (David) and who I also spoke with yesterday when I discovered the issue and set my appointment for noon today, with the service manager.

Go figure neither David or the service manager is in! So spoke with the sales manager, was very understanding and felt really bad for the situation. So he is going to speak with the service manager and get back to me tomorrow with a resolution. He asked what I wanted to get out of this to make it right, but I'm not even sure what honestly.

But I just wasted another hour of my life and had to take off work to go there. Hopefully will know more tomorrow.


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Old 07-28-2015, 02:50 PM
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Re: Dealership scam on service work!

Quote:
Originally Posted by trent88 View Post
UPDATE:
So I just left the dealership. The service guy that took care of me in the first place (David) and who I also spoke with yesterday when I discovered the issue and set my appointment for noon today, with the service manager.

Go figure neither David or the service manager is in! So spoke with the sales manager, was very understanding and felt really bad for the situation. So he is going to speak with the service manager and get back to me tomorrow with a resolution. He asked what I wanted to get out of this to make it right, but I'm not even sure what honestly.

But I just wasted another hour of my life and had to take off work to go there. Hopefully will know more tomorrow.


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Ask him to find you a new job ... one with a lunch hour.

Couldn't they just take care of it while you were there, just by showing your receipt?



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Old 07-28-2015, 03:01 PM
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Re: Dealership scam on service work!

Quote:
Originally Posted by trent88 View Post
UPDATE:
So I just left the dealership. The service guy that took care of me in the first place (David) and who I also spoke with yesterday when I discovered the issue and set my appointment for noon today, with the service manager.

Go figure neither David or the service manager is in! So spoke with the sales manager, was very understanding and felt really bad for the situation. So he is going to speak with the service manager and get back to me tomorrow with a resolution. He asked what I wanted to get out of this to make it right, but I'm not even sure what honestly.

But I just wasted another hour of my life and had to take off work to go there. Hopefully will know more tomorrow.


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Hmm, did they give you a "service appointment" for noon [which presumably maybe they thought any tech could handle], or did they give you an appointment with the service manager for noon?

If just a service appointment, I might have asked the sales manager to come with me and have a chat with the tech that would be checking--and possibly correcting--the issue.

If the appointment was with the service manager, although maintaining a cool head is a good idea, I might just have started getting a tad pissed off and letting them know it in a calm and rational no firearms involved manner.

If they charged you for the lube itself and itemized the front on the service request, ask the sales manager or anyone who the most senior person in the building is, and if they are aware of the concept of business fraud? You'd have to convince a small claims court judge and might need another dealer in the future, but sometimes a bit of extra work is worth the sheer satisfaction.

As for the tech--maybe they legitimately forgot--it happens. But some dealers are infamous for overscheduling their service departments and even penalizing or firing techs who can't bring in all service well under the clocked time--which leads to techs forgetting a lot of stuff because their bosses insist on it.
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Old 07-28-2015, 11:25 PM
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Re: Dealership scam on service work!

Quote:
Originally Posted by lstowell View Post
Hmm, did they give you a "service appointment" for noon [which presumably maybe they thought any tech could handle], or did they give you an appointment with the service manager for noon?

If just a service appointment, I might have asked the sales manager to come with me and have a chat with the tech that would be checking--and possibly correcting--the issue.

If the appointment was with the service manager, although maintaining a cool head is a good idea, I might just have started getting a tad pissed off and letting them know it in a calm and rational no firearms involved manner.

If they charged you for the lube itself and itemized the front on the service request, ask the sales manager or anyone who the most senior person in the building is, and if they are aware of the concept of business fraud? You'd have to convince a small claims court judge and might need another dealer in the future, but sometimes a bit of extra work is worth the sheer satisfaction.

As for the tech--maybe they legitimately forgot--it happens. But some dealers are infamous for overscheduling their service departments and even penalizing or firing techs who can't bring in all service well under the clocked time--which leads to techs forgetting a lot of stuff because their bosses insist on it.

The appointment was scheduled for noon so that the service manager would be there to be able to take a look and figure out a solution.

And the sales manager and I just spoke in his office about what was going on. He wanted to talk to the service manager before they did anything (as far as finish the service or refund or whatnot) so should hopefully find that out tomorrow.

I stayed very calm throughout, I even ask "I wonder how many times this happens, where work is billed to the customer but not performed" and the reply was "this has never happened before". Lol my guess is the average customer would never have even checked to see. So who knows if or how many times this has happened. And it is still possible that it was just a tech screw up on accident some how. So it's hard for me to fly off the handle with out knowing for sure, but my gut tells me I got ripped off.

I talked to the other dealership where we bought my wife's new GC in April, and he told me to wait and see what they have to say tomorrow, otherwise contact Chrysler.


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