Here's How To Spot Bad Car Dealership's Service Departments and Good Ones

I once had my car at a dealership for a 4 wheel brake job. The salesman told me it was time for a tire rotation and tried to get me to pay for it. I asked "Don't you already have all the tires off to do the brakes? Then why do you want to charge me for rolling them 5 feet and putting them back on which you have to do anyway?" I instead demanded they do the rotation for free. The salesman had no valid argument and agreed.

My Toyota dealer now have the technicians make a relatively short video where they explain what they did and why. They show the defective parts, etc. Then this video is shared with us, the customer. It's not a face to face interaction. And again, it's not a super long presentation. But it is nice to see the technician's face and hear them talk. It's surprising how much you can pick up from these videos. Not just about the car repairs that were done but also about the technician and how much they care about the work they are doing.

My favorite was when the Subaru dealership in Caldwell Idaho told me that it would cost $85 to change my Outback cabin air filter, because it was under the center console. I declined, and went home and changed it my self. It was behind the glove box, and it took me 2 1/2 minutes. SMDH.

First and only time I went to a dealership (Toyota) to have a complementary oil change, after waiting 3 hours, I got home, opened the hood, to find that the oil cap was dusty, no signs of work. Got under the car and there it was also the filter, dusty and dirty, no signs of work done. Never again.

At the end of the day, a good mechanic is not expensive it’s priceless.

I was a technician,service advisor and service manager. Honestly most of these bad practices start at the top. Dealer principles like to lean heavily on the service department when the sales department are low on sales. I have seen the service manager make up a bonus sheet for technicians who push flushes,alignments and other quick hit items. I had no problem taking a customer out to their vehicle and show them what is wrong with it. I’m so glad I’m retired😂

A funny story; We own a 2019 Subaru Outback 'Touring'. My wife took it in for an oil change and tire rotation. After dropping it off she sat down in the waiting room. A few minutes later the Service Advisor came in and sat next to her and began to explain all of the other services that the car needed and why they were needed.. My wife sat there listening for a few minutes and it dawned on her that the SA wasn't even describing 'our' car - she was talking about someone else's car! After the 'hard sell' we stopped taking the car to the dealership for service and found an independent mechanic to do further work on the Subaru. I taught auto mechanics in school and have always been disgusted at the 'up sales' at dealerships and the way, especially, that they 'conned' their female customers. (I know that the 'troll's will ask why, if I'm qualified to do the work myself I no longer do it - I haven't got a lift and in my mid-70's I no longer enjoy working on my back in an unheated garage.)

Sorry but every single dealership service department I have ever seen was beyond corrupt. I can't even find the words for how beneath contempt I have for these people. I will NEVER EVER take one of my cars to dealer service again.

I don’t think you realize how rare you have become. I wish there was a way to find more like you. Going to get my car serviced has caused borderline PTSD from the headaches.

Finding an independent mechanic is easier said than done. I bought a 2007 LS460 and I could smell burning oil and when I left it in my garage over night there was a very small drip of oil. I brought it to a very well known local Toyota/Lexus independent mechanic. I PAID $95 for an evaluation/diagnosis. They spent about 5 minutes with the car, said nothing is wrong, they said whomever did the last oil change probably spilled some in the plastic below the engine, all is good and sent me on my way. I got home and I was naturally pissed, I had put almost 2,000 miles since the last oil change, certainly anything that was spilled would have gone away by now. So I rolled up my sleeves and took a dive under the hood. I removed all the plastics up top, and first thing I noticed is the valve cover gasket seal around the high pressure fuel pump was crying oil pretty badly and then as I removed each spark plug coil each spark plug well was FULL of oil and as I drove it was weeping out down the side of the engine and onto the exhaust and slowly working its way down to the bottom of the engine. If I kept driving like that I certainly at minimum would have had to buy new coils. It’s Eastman Independent Lexus Toyota in Temecula California. Then I had a 1998 Toyota Camry that had a check engine light on, I plugged my scanner in to it and it had a catalyst code. The front catalytic converter had failed. I brought it to a place called Tokyo Automotive Repair, again, a really highly rated independent shop. I drop it off knowing what it needed but wanted them to do the diagnostic, they of course told me I needed a new front catalytic converter, I agreed, they offered to smog it for me. I agreed, they said “it failed smog because the transmission is bad it needs a new transmission”. I told them give me car back and take your cat off. They did, I went to a Toyota dealer, bought a new front cat and drove it to work, and on my way home from work I took it for a smog and it passed, I was able to get the car registered. TWO independent mechanics were worthless. I’m NOT saying all independent mechanics are bad. I’m saying people who just blindly say that you MUST go to an independent mechanic and then judge people for not doing so, have no reality that there CAN also be bad independent mechanics.

I was a dealership mechanic for 27 years (Porsche, Audi, Volvo, VW). I agree with everything that CCN says. My biggest problem was service managers that didn't have a clue. They were just over paid BS artists. And, they expect you to work for free! The manufactures don't want to pay you to fix their engineers mistakes (warranty repairs)! So you work 8 to 10 hours and get paid 5. You complain and the service manager says "If you don't like it, QUIT!" Well, I did. Went to work in R&D for a computer chip manufacturer. Best decision I ever made. Better pay, better benefits, cleaner environment. Whenever I hear any young kid say he wants to be a mechanic, I say "Don't, you'll regret it"! You put out some great vids CCN. The public needs to hear more from you.

My first job after high school was a "car jockey" (now porter?) at a Cadillac dealer in 1969. Loved it. Made extra money delivering new cars to customers, some out of state. After helping with an annual parts inventory, I accepted a parts counterman apprentice position. Loved it. I knew nothing about cars. GM sent me to an apprenticeship course. Mechanics (now called technicians) shared great information about their specialty which helped me do my job better. No computers or internet. All we had were parts manuals in 3-ring binders. Salesmen took care of their customers. Everything inside the dealership was about building and maintaining good relationships not only with our customers, but amongst ourselves as employees and how we treated each another. The service manager who took a chance on me and the parts manager who saw my potential treated me wonderfully with their patient manner. I've carried those foundational life lessons everywhere I worked. It helped me be a better customer, too. I deeply appreciate your channel. Thanks.

Having worked at huge organizations, I avoid them if at all possible. They are full of people who can't, or won't, communicate. Full of disgruntled employees who are happy to see customers screwed. Full of people who are incentivized to sell you things you don't need. Incompetence is everywhere, and often rewarded and promoted.

I had a brake fluid “flush” performed at a local Chicagoland Honda dealer. When I got the car back, I thought the pedal was slowly sinking at the stop light. I drove back and spoke to the Service advisor, and he brought out the Service Manager. The manager pulled me aside and told me that it was impossible for air to get into the lines because they don’t crack the bleeders and only suck out the fluid from the reservoir. After he told me that, I immediately stopped going to them.

About a year ago, I found a certified Toyota/Lexus mechanic in my area who opened his own shop after working for dealerships for 20+ years. He is like you--knowledgeable, experienced and honest. You guys are worth your weight in gold. God bless.

I'm a retired Lexus/Toyota Master Diagnostic Specialist with 35 years of service and have seen many dishonest practices over the years. One that I still encounter when I recently had my wife's new Toyota Venza serviced at 30k which still had a free oil change and tire rotation which was covered by the Toyo Guard maintenance package that was slapped on to the purchase price for $700.00 which I argued to get removed but couldn't, is the "flush and clean the fuel injectors and add fuel cleaner, throttle body service." This is a service that the technician always makes extra money on through the chemical supplier. They typically have a color plastic disc in the containers of these products that the tech saves and gets money for when the supplier vendors come by the shops every couple of weeks. Back in the day at a Toyota dealership I was working at, I overheard a service advisor telling a female customer that their engine could catch on fire if they didn't get their throttle body and injector service done! I went to the GM and told him this and they had a talk with this advisor.

Thank you for this. The worst experience I had was at a tire-focused regional chain in Ohio. I had bought tires and gotten service for a while. But one time they told me I needed new brakes when I knew I didn't. So I took a deep breath and said, "Okay. Replace them under warranty." Then I told him they had replaced the brakes a few months earlier. He looked concerned, typed on the computer, ran back into the shop, and came back looking sheepish telling me their mistake, my brakes were fine. I didn't yell, I just calmly asked why he told me otherwise. He just said they got confused. I think we both knew I'd never return.

Some red flags for me: "the transmission fluid is lifetime fluid." "we don't stock those nuts/bolts/gaskets, have to special order them (mandatory replacement parts for regular maintenance)". My dealership told me my oil pressure sensor was faulty after an oil change and they would put me in a loaner and replace it. They drained the oil with the ignition on. I had to tell them how to reset it. "We didn't overfill your oil, sir. It's reading high because it's hot" (as he holds his hand on the block). I could go on, and on, there are no more professionals, at least, not many like you.

When I sold cars the best service department I ever saw was at Mitchell Mazda Lincoln Mercury in Enterprise, AL, 1998. It was run by a man named Mitch. It was spotless and ran like a top. At the end of the day everyone cleaned up and even buffed the floors. No vehicle left the service department without being washed first.

As an enthusiast/hobbyist I really like talking directly to technicians. I know just enough to understand what they're talking about and also to tell them exactly what I need done. It saves so much time and money if you don't have to talk to a slimy salesman.