Need Help with Dodgy Service at Dealership

Albert10 on 06/07/2022 - 12:48
Last edited 06/07/2022 - 12:56 by 1 other user

Hi Guys.

I have a Nissan Altima. After the warranty expires, I usually go to my local mechanic for services instead of going to a dealer just to save a few bucks. I decided to go to a dealer this time because it was a big 80K service which has a long list of items in the book.

I dropped my car at the dealer in the morning. Around lunchtime, the guy at the service called me and said I should flush the brake fluid, I asked if it was included (as I vaguely remembered it was ), and he said no, it's not. and it would cost an extra $99. I told him to hold on.

After I picked up my car, I looked in the book, it was actually included as "replace brake fluid" and then I checked the engine air filter which should be replaced as well, but I saw an old and dirty one instead. 

I was extremely disappointed and uncomfortable with this. I called the guy and went back to the dealer, He said:

  1. For the brake fluid, it was because it's not listed in his list on his computer, they don't use the book which is a generic international book, not specifically for Australia, I then pointed out it's clearly printed Nissan (Aust) Pty. Ltd. then he said they never follow the book but the one from Nissan official website on the computer. 

  2. For the dirty air filter, he said it was because they were out of stock, so the mechanic actually cleaned it instead, but he forgot to tell me. I asked why he still charged me the full price? He then apologised. and said he had ordered the part and would replace it when it comes.

I wasn't happy at all, I felt this dealer service is full of bs. I used to trust the dealer's service a lot more. but it turned out they are dishonest. it really made me think what else they cheated with the service. I really want to get my money back.

I'd like to know from you guys, 

  1. Can I get my money back based on what happened? 
  2. Are they obligated to go with the service book, or they don't have to?

Many thanks in advance.

Automotive Nissan Altima

Comments

  • MS Paint on 06/07/2022 - 12:52
    +1

    decided to go to a dealer this time because it was a big 80K service which has a long list of items in the book.

    Why?

    Fun fact: Independent mechanics can also do services with long lists.

    How long since your last brake fluid flush?

    would cost an extra $99

    For $10 worth of DOT4 and two mechanics for 5 minutes. Ouch.

    • singlemalt72 on 06/07/2022 - 15:57

      Who needs 2 people for a brake flush? All done with vacuum units these days.

      • MS Paint on 06/07/2022 - 16:08

        Old school cool in my shed

  • jv on 06/07/2022 - 12:57
    +6

    Sounds like a job for ACCC… False advertising.

    • Albert10 on 06/07/2022 - 13:56

      you're saying they should stick with the service book?

      • jv on 06/07/2022 - 14:11
        +4

        It they are doing a "service book" service, then maybe they should…

  • Jimothy Wongingtons on 06/07/2022 - 12:57
    +8

    Nah that’s standard bs practice of scumbag dealers

    Best one I had was where our local Hyundai agent told us our company diesel i30 needed a timing belt change… cept diesel i30s don’t have a timing belt lmao

    • MS Paint on 06/07/2022 - 13:13

      Nor do the petrol NA engines

    • jv on 06/07/2022 - 13:19
      +2

      diesel i30s don’t have a timing belt

      maybe it needed one?

  • cuteseal on 06/07/2022 - 12:58
    +7

    Sounds so dodgy especially with “cleaning” the filter and charging you for a new one.

    I bet 99% of the time customers don’t check and they get away with it, and you caught them out this time.

    • Mokr on 06/07/2022 - 13:28

      Wouldn't it be quicker to just replace then clean

      • EightImmortals on 06/07/2022 - 13:54
        +6

        But then they would have to pay for the part. More profit in scamming customers.

      • cuteseal on 06/07/2022 - 14:21
        +1

        Well OP said it was a dirty one in there - I bet they didn’t even clean or do anything to it and claimed they “cleaned” it when they were called out.

        • Albert10 on 06/07/2022 - 14:48
          +1

          you're absolutely right, doesn't looks "cleaned" at all. a typical bs excuse when they are caught red handed.

          • DragoBoyz on 09/07/2022 - 22:50

            @Albert10: To be honest cleaning it is only blowing it with compressed air. Gets rid of big things like bugs, dirt and dust. If there are stains on it this clean won't change a thing. If air flows through it okay no need to replace.

            Also please remember that the mechanics will often note that they weren't able to change an air filter because they weren't in stock. It is up to the service advisor to pass this message on. They often do not in hopes it does not make them personally look bad and because customer doesn't usually check. It (profanity) sucks

      • ThithLord on 06/07/2022 - 17:30

        Why would you clean the replacement?

  • jv on 06/07/2022 - 12:58
    +11

    I felt this dealer service is full of bs.

    Call the car manufacturer's office (not the dealer's) and make the complaint there…

    • AndyC1 on 06/07/2022 - 13:16
      +5

      Agree and it gets you allot better response from the dealership as they get in trouble and will get things done allot quicker than if you complain to the dealership.

    • Albert10 on 06/07/2022 - 13:34
      +4

      thanks jv, just sent an email to Nissan.

  • CyberMurning on 06/07/2022 - 13:25
    +4

    "Dodgy Service at Dealership"

    if it is not dodgy it is not a dealer

  • cupcake on 06/07/2022 - 15:02
    +2

    Please call A Current Affair. We all need to know of every dodgy person out there!

  • [Deactivated] on 06/07/2022 - 15:09
    +1

    Let the Dealer Principle know whats going on in their service centre, and maybe a report to Nissan Australia if they do nothing.

    If they stamp the service book with the service matrix for 80K including brake fluid then it shoudl be done. If they have different information from Nissan Australia they should have a print-out to paste into your service book and adjust their pricing accordingly.

    • Albert10 on 06/07/2022 - 16:22

      thanks for the advice. I actually skipped the principal part, straight to Nissan Australis, and already sent them an email.

  • Keplaffintech on 06/07/2022 - 16:02
    +1

    Yep, this is the standard for dealerships. Anyone with the confidence to open up their air filter box and check it themselves would typically go to an independent. So dealerships would usually get away with this.

  • Albert10 on 06/07/2022 - 18:18

    Thanks guys! it would make more sense to me if it happens at an independent mechanic because the money would go straight into the owner's pocket, but I don't understand why a service rep would do this, how can he benefit from it? doesn't he get paid by salary? and the dealerships service centre should have an inventory, am I right?

  • Toph Beifong on 06/07/2022 - 22:10

    First please correct the title of this post to Need Help with Dodgy Service at Stealership

    Secondly- get a marker and put your initials on the the oil filters, air filters, the shim of your brakes and rotors (if you can get to them), any replaceable part to see if it has actually been replaced. Do this no matter if you take your car to an independent or the local stealership. These scumbags need to be exposed.

  • Lovemydeals on 07/07/2022 - 22:08

    Maybe name and shame to save other Ozbargainers similar experience?
    Or just the general area (upper/lower north shore, Sydney, Inner West etc) and people can work out which service location.

  • Albert10 on 08/07/2022 - 16:56
    +1

    Hi Guys,

    Someone from Nissan Australia got back to me. basically, he said,

    1. the service book is outdated, all service centres now use the one on the official website, he admitted it's confusing but they don't have to follow the book(he has checked with their legal team). the stamps on the book are only to show service history to the potential buyers.

    2. apologised for the air filter incident (I'd like to call it a failed attempt).

    3. To make up for what happened, he offers a $110 discount if I change my brake pads and rotors at the service centre. I rejected the offer, I told him I won't let them touch my car anymore.

    I might contact ACCC, but I doubt they can do much through.

    By the way, the service centre guy called me, I got a new air filter.

    And the service centre is Ralph D'silva Nissan in Preston. Be careful.

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