Vehicle Service Department: Fill & Download for Free

I worked at a Toyota/Lexus dealership in the parts department, and I can tell you that most of the vehicles that came through the service department were in for their scheduled maintenance: oil changes, filter replacements, wiper refills… instead of for repairs. The vehicles are built better than any other vehicles that I have worked with (I’ve also worked at a Buick dealership, and a Chrysler dealership!). While the styling may not be the most cutting edge, and the tech tends to be tried and true, people love their Toyotas, and they tend to take very good care of them. A significant proportion of Toyota/Lexus owners are older (from my own observation), and they are more inclined to bring their cars back to the dealership for routine maintenance. Toyota’s corporate culture insists upon each worker doing their best to build a great car… no matter where in the world they are built/assembled, and Toyota has a zero-tolerance mindset when it comes to the quality of their parts, their assembly, and their dealerships… and it shows.

This was about 10 years ago. The service department of the Dodge dealership took one look at our 1999 intrepid, ran the VIN through some software, and told us “We can’t work on your car - it’s a Mexican model”.“What do you mean?” I asked.“According to the VIN, it was illegally purchased in Mexico and re-sold here on the gray market. We’re not allowed to work on these.” He responded, giving me a sly look, like I was some kind of cheating scum.I looked at him.“I purchased this vehicle new from your dealership.”Uh-oh.Update:I’m quite shocked the number of people that have seen this and up-voted. Sometimes you never know how an answer is going to turn out!Sorry I haven’t responded to all the “What happened next?” messages (and there are a lot), but here’s what happened: He was just the service guy. He hemmed and hawed a bit (“I don’t know about that”, etc). Yeah, I could have sued, could have raised a stink, proved that I bought it from them, etc. Demanded satisfaction, etc. But it wasn’t worth the time, honestly. We just took it to another mechanic. It ended up breaking down again (go figure), and went to the junkyard.

This is not true of every dealer, but for a significant percentage:1) When you take your vehicle in for service, behind the counter is a salesperson. The service writer is paid commission. The good ones get bonuses like extra vacation, cash, a better parking space. The poor ones? They get shown the door. Service writers have to SELL and you are the only buyer in sight. Do you really need a new alternator? Maybe not, but the service writer’s kid really does need braces!2) The dealer’s recommended service interval is often quite different from the manufacturer’s. Before you walk in the door, pull out your owner’s manual and study the factory service information. Do you need an oil change at 3,000 miles? A transmission flush at 30,000? A power steering flush at 40,000? Your owner’s manual tells the truth.3) Your vehicle’s manufacturer has a list price for every part on your car or truck. Let’s say you need a windshield wiper motor and the list price is $100. The dealer might buy it from the manufacturer for $50. They’ll sell it to Joe’s Garage down the street, wholesale, for $75. Joe will then sell it to you for $100. Go around the corner to the dealer parts department and they’ll sell it to you for $100 or, sometimes, less. There are many dealers these days that offer wholesale prices to everyone. But…many service departments have learned they can charge you MORE than list price. They might charge you $125 or even $150. They get away with it simply because you don’t know any better.4) When you get your oil changed down the street at Joe’s Garage all the work is performed by Joe, a master mechanic who has been working on cars for 40 years. When you get your oil changed at the dealer all the work is performed by Dylan, an 18-year-old who just graduated from high school. Now, don’t get me wrong, Dylan may be a nice kid, and someday he might be even better than old Joe, but today? I’ve met a lot of “Dylans” over the years. They forget to install oil filters. They forget to tighten bolts. They forget to add the oil. Yes, the dealer has some really good mechanics, but they’re busy diagnosing a rough shifting transmission or replacing an engine. Oil changes are left up to young Dylan, and he has to do three of them in the next hour.Again, not all dealers are like this, but it pays to be informed. One final note: I’ve dealt with a lot of auto repair shops over the years. Dealer service departments often times are not used to anyone negotiating with them or saying “no”. I’ve had some writers get quite nasty with me when I called them out on something. You see, uninformed customers really spoil them!