Unveiling the Truth: Why Automotive Repair Facilities Earn a Bad Reputation
Many of us entrust our vehicles to repair shops for routine maintenance and repairs. However, as time passes, the familiar faces of trusted mechanics retire, leaving us to explore new options.
Recently, my wife and I, proud owners of a 2021 Subaru Crosstrek with 70,000 miles on the clock, decided it was time for some dealership maintenance. While we handle basic upkeep like tire rotations, oil changes, filter replacements, and brake checks, more intricate tasks, such as transmission service, radiator flushes, and differential fluid changes, demand specialized equipment and expertise – prerequisites to uphold our warranty.
Our visit to the dealership for these services left us with a hefty bill of $1500. Understandably steep, especially when specialized tools and equipment are involved, but seemingly inevitable.
Shortly after dropping off the car, the dealership contacted us, proposing an additional $295 charge for an oil change, air filter, and cabin filter replacement. Skeptical, I declined, as these services had been recently conducted. Upon inspecting the car upon its return, I discovered discrepancies. The maintenance computer indicated only 4,500 miles since the last oil change, contrary to Subaru’s recommended 6000-mile interval. The air filter appeared unclogged, with a mere 12,000 miles logged since the last replacement. More alarming was the discovery of a different cabin air filter, swapped in without consent, as evident by my familiarity with the original NAPA filter versus the new one.
Furthermore, the dealership claimed the rear brakes required immediate attention, yet my inspection revealed they had 90% service life remaining. Even after checking the front brakes, which showed 60% life left, it became evident: dishonesty tainted their service.
Despite confirming the brake fluid and coolant flushes, I remained uncertain about the differential and transmission maintenance, sealed units with only fill and drain plugs accessible. While indications suggested they had been tampered with, I couldn’t verify the spark plug replacement due to restricted access.
In a surprising turn, the dealership offered a complimentary rental during the service and claimed completion in under four hours, a feat seeming improbable given the extensive checklist.
With over 45 years of automotive experience and ASE certifications under my belt, this encounter left a bitter taste. Dealerships, touted for their superior service, proved otherwise. It’s a cautionary tale; even they fall prey to unethical practices, contributing to the tarnished reputation of automotive repair facilities.
Before entrusting your vehicle to any establishment, thorough research is imperative. While negative reports on platforms like BAR and BBB may serve as red flags, sometimes, unethical practices remain unnoticed. My intention in sharing this experience isn’t to vilify a particular dealership but to urge diligence in choosing automotive service providers.
