Anyone have a dealer that tries to add in extras during service appointments?

[Cal]

I've found this can be a problem with many dealerships, as more profit is made from the service department than on the sale of new vehicles. Because of this, I always build a service manual that, for each service interval, shows the exact work that is required to maintain the vehicle warranty per the owner manual's defined service requirements.

After my 18 month service (12,000 km), I see a couple of items in their service "report" that I found questionable. So first off, I need to point out that with the exception of one long trip of 2,000 km, all the driving has been in the urban environment of Calgary, AB. So the report indicates that I should be replacing the "extremely dirty" cabin air filter, and my just regular level of dirty engine air filter. That would be an additional $130 CAD of additional gross revenue if I had not explicitly refused the work. My inspection of the engine air filter tells me it was in near pristine condition, but more to the point... though I didn't go to the bother of disassembling the dash to check the cabin air filter, I highly suspect they didn't either.

I made both these same points in the post-service customer feedback survey. So far, crickets. But it is something I plan to discuss with their service manager when I take it in for the next appointment next April. I'm not saying it's a scam, but I do see it as praying upon the uneducated and using fear mongering to get more money out of owners.

Anyone else seeing this sort of behaviour from the dealer's service department? Trying to heap on extras to build up the service revenue?

 

[ohmykia]

The dash doesn’t have to be disassembled to check the cabin air filter. It takes about 5 minutes to check it and change it yourself. It’s in the glovebox.

 

[Cal]

The dash doesn’t have to be disassembled to check the cabin air filter. It takes about 5 minutes to check it and change it yourself. It’s in the glovebox.

I just searched for a video on YouTube that shows how to replace it, and yes, it's far simpler than the "official" instructions inferred. Also a third of the cost to do it myself, if it is indeed as dirty as they say. I guess that five minutes of labour works out to $10 a minute, based on their total cost for them to replace it for me.

 

[PittPa]

If it means anything this isn't limited to Kia and its nothing recent. I've been battling the "dealer recommended " service items all my life. A quick polite "no thank you" handled this for me.

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[Cal]

If it means anything this isn't limited to Kia and its nothing recent. I've been battling the "dealer recommended " service items all my life. A quick polite "no thank you" handled this for me.

Agreed on both counts. I just hand the sheet that outlines what needs to be done for that service interval, and politely decline anything else that is outlined in one of their scheduled service packages. However, I'm always open to discuss/review anything the service technician spots that is of true concern. Yes, sadly in my four decades of driving and vehicle ownership, little has changed in regards to upselling service packages.

 

[ceenote]

Agreed on both counts. I just hand the sheet that outlines what needs to be done for that service interval, and politely decline anything else that is outlined in one of their scheduled service packages. However, I'm always open to discuss/review anything the service technician spots that is of true concern. Yes, sadly in my four decades of driving and vehicle ownership, little has changed in regards to upselling service packages.

So funny though some dealerships be so full of crap!! Sometimes u find a good one n don't have to worry about that upcharge stuff

 

[PittPa]

I can say that my local KIA dealer has been great so far. No add ons or suggested service. Replaced my windshield and headlights with no push back.

 

[Cal]

I can say that my local KIA dealer has been great so far. No add ons or suggested service. Replaced my windshield and headlights with no push back.

Good to hear. I know that the service I get on my Abarth 124 Spider from another dealership has been stellar. No upsell, and if anything, they've done work and sold accessories to me for under book rates and MSRP. The part I find odd about that situation is that the same individual owns both dealerships, but obviously his managers have very different rules of conduct. But I would also say that finding a dealer that doesn't upsell scheduled maintenance work is the exception rather than the rule. The dealer that we got our Mitsubishi from plays the same games as our Kia dealership. The bottom line is that you have to promote those that behave well, and warn folks about those who do not.

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