Secrets of the Auto Dealer's Service Shop
The parts and systems under the hood of your car will eventually wear out. For example, your alternator might die, your transmission will begin shifting hard, and your engine may start to misfire. When your vehicle needs repairs or replacement parts, it's tempting to drive to the dealership. After all, they're the experts. The problem is, the service department at the dealer rarely has the best interests of their customers in mind. For them, the priority is profit.
Below, you'll learn how maintenance, repairs, and replacement parts at the dealership are part of a system that contributes significant profit to the bottom line. I'll explain the role of the "front man" (or, service advisor) and describe the process by which he or she upsells customers. We'll also take a look at some of the jobs they recommend that may be unnecessary.
Beware The Commissioned Salesperson
When you drive up to the service bay, the first person to welcome you is the one who writes the tickets. His uniform may seem similar to those worn by the mechanics, but this person does not work on the vehicles. His (or her) job is to sell.
If there is something wrong with your car, the ticket writer will listen to your description of the problem. He'll also be thinking about other work he can recommend while your car is in the shop. If you're visiting the dealership for scheduled maintenance (e.g. oil change), he will begin to suggest specific work that is "dealer recommended."
The trouble is that the "dealer recommended" mileage intervals are lower (much lower) than those suggested in your owner's manual. For example, your manual might recommend changing the spark plugs every 50,000 miles; your dealership might suggest changing them every 25,000 miles.
This happens with a number of maintenance items. The reason the service advisor pushes them is because he earns a commission for the work.
The Upsell
Suppose you visit the dealer to have your transmission fluid changed. Most dealerships have a process that begins with asking how many miles are on your odometer. Whatever that number happens to be (i.e. 18,000, 37,000, etc.), the ticket writer will have a list of "dealer recommended" services. This is the upsell.
For example, suppose your odometer reads 37,000. You can expect the service advisor to recommend specific items that should be done before you reach 40,000. These items rarely involve major repairs, such as fixing an exhaust valve. Instead, they focus on services, such as oil changes, transmission fluid changes, filters, and brake jobs. The dealer's margins are much wider on these services.
Are Your Brakes Really Worn?
Brake jobs, including resurfacing the rotors, contributes a substantial amount of profit to the dealership's bottom line. The pads on your brakes have wear indicators. When they wear down to the point they need to be replaced, you'll hear a loud squeal. This noise is produced by the metal wear indicator making contact on the metal of the rotor.
Dealerships will often recommend that you have your brake pads replaced long before the job is necessary (i.e. long before the squeal). They'll also suggest having the rotors resurfaced, even when doing so will cause unnecessary wear. Again, profit is usually the motivator. You're better off waiting until you hear squealing from the pads or grinding from the rotors.
Check Your Owner's Manual
So, if you're unable to place your trust in the dealership's recommendations, how can you determine what maintenance items need to be addressed. The best approach is to refer to your owner's manual. It will list each item that should be checked, and when to check them. Unfortunately, millions of people rarely, if ever, refer to their manuals. This leads to unnecessary - and costly - maintenance, repairs, and replacement parts.
Unless a problem has already surfaced, refer to the service schedule in your owner's manual to decide what services your car needs. You'll save money and time while becoming better informed about your vehicle.
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