Car dealership ripoff: Hidden-camera investigation

Car dealership ripoff: Hidden-camera investigation


>>David: Fasten
your seatbelts. Is your car dealership
ripping you off?>>1,200-dollar service
they were recommending. None of which was needed.>>David: We’re undercover.>>You guys are
missing everything. Tire rotation, brake inspection.>>Again, overselling.>>David: High-pressure tactics.>>I felt like he was
trying to scare me.>>David: Plus, insider secrets.>>You have to up-sell them. They come in for an oil change,
you’re up-selling somebody.>>David: I’m just trying to get
to the bottom of why you’re recommending service that
isn’t required on a vehicle.>>David: This is
your Marketplace. [ ♪♪ ]>>David: At some point,
we all do this.>>Hi, I want to
drop my car off.>>David: But when
you bring your car to the dealership for service…>>David: How do you know
what they recommend…>>David: ..is what’s
really needed? [ ♪♪ ]>>David: To find out we’re
recruiting Jessica Celsie.>>You don’t really know
who to trust when it comes to getting your car fixed.>>David: With her newly
purchased 2008 Honda Civic. [ ♪♪ ]>>David: This is our bait car. First, we ask Jessica
to bring it to this garage for a pre-inspection by licensed
mechanic Mark Whinton.>>Hi nice to meet you.
>>Nice to meet you. Have you had any
issues with it at all? Is there any lights coming on?>>Nope, nothing.>>Any rattles?>>Nope, no rattles.>>None whatsoever? So it’s completely dependable? It’s starting?
It’s running all right?>>Yes. [ ♪♪ ]>>David: After taking
it for a test drive, he begins. Once an instructor, Whinton is
now a vehicle safety advocate. The verdict?>>Change the wiper blades,
rotate the tires. Ummm, that should be it. [ ♪♪ ]>>David: Jessica’s ready
to check out what this Toronto Honda
dealership recommends.>>Well, based on my past
experience with dealerships, ummm, you know,
i have a feeling they’re going to
try and up-sell me.>>David: And Jessica’s
not alone. We’re hearing similar concerns
about up-selling at dealerships from across the country. [ ♪♪ ]>>David: Including
from Cathy Knight…>>This looks like the
road our house is on. It would be there but–>>No, that’s the
way to the park.>>David: Cathy likes to take
her grandson, Joe, around Ottawa in her 2011 Ford Fusion.>>There’s the park.
See, Joe? We just passed it.>>David: When her car
needs to be serviced, she and her husband Craig always
take it back to the dealership.>>David: Why is it important
for you to go to the dealership to do your maintenance?>>They know the car best, and
i just have confidence in them.>>You develop a relationship,
you depend on them to give you advice, when they give
you advice, you take it.>>David: Last fall, Cathy
needed her snow tires put on. So Craig makes an appointment
online with their dealership. But get this, before
even inspecting her car, he gets an email back,
telling him it’s also due for factory required maintenance.>>And it was changing the spark
plugs and the intake manifold gasket and changing
the transmission fluid, the PCV valve. And holy cow,
$1200 bucks worth of stuff? i was just going to get the snow
tires put on and an oil change.>>David: Time to
get a second opinion.>>Cars today,
absolutely, unequivocally, require less service.>>David: So, how do i know,
when i go to the dealership, what maintenance i really need?>>Oh, that’s easy. You go to your car.
>>David: Yup. Pull out your owner’s manual.>>You take out the owner’s
manual and right here is the required maintenance schedule. In it will be exactly
what needs to be changed, what exactly needs
to be inspected. These people
designed and built the car. They are the source of
information when it comes to maintaining the car.>>David: What the manufacturer
suggests in the owner’s manual for maintenance and
what the dealer suggests are two different things?>>In most cases,
yes that’s true. They’ll tell you that you
need more maintenance than your car actually needs. In some cases, some
maintenance procedures your car doesn’t require at all.>>David: So, what about that
list of what Cathy’s dealership says she needs?>>PCV valve, I wouldn’t
bother changing it. It’s a lifetime product now. The spark plugs in this car,
according to the owner’s manual, is good for 160,000 kilometers. She is nowhere near that. Change the automatic
transmission fluid, no.>>David: That’s a big list and
you just said no to a lot of it.>>Yeah, absolutely.>>David: So what’s going on?>>Well what’s going on here is
the service advisor is trying to sell this woman a lot
more work than she needs.>>David: Back in Ottawa,
Craig decides they’ll stick to what’s recommended
in the owner’s manual. But the dealership pushes
back, telling him the manual is describing “normal”
driving conditions. Here in Ottawa, we have
“special” driving conditions, due to the harsh weather.>>The owner’s manual
says nothing at all about special conditions about Ottawa
or any other particular city or geographic area or country,
and doesn’t say anything about the cold weather. it doesn’t.>>David: But it’s too
late for Cathy and Craig. Did you do the spark plugs?>>I did, eventually,
several months later.>>David: How do you
feel about that now?>>That i was dumb,
that i got taken in.>>David: ‘Cause this
says, right here, in the thing that’s in
your car, 160,000 kilometers.>>Yeah, that’s another
two or three years of driving. In spite of knowing
better, i still did it.>>David: Because?>>Because they
recommend it and they sort of plant that little seed of
doubt, and you think, well, maybe they DO know
what they’re talking about.>>David: Dealerships
in Canada can make, on average, only about $1000 to $2500
on each new car sale. So their service centres have
become important money makers. [ ♪♪ ]>>David: Back on
our undercover test, Jessica Celsie checks
in at Parkway Honda.>>Okay.>>Okay, thank you. [ ♪♪ ]>>David: A couple hours later,
Jessica gets a phone call from an Assistant Service
Manager at Parkway Honda.>>Okay.>>Wow. Is that something
that I can think about?>>Okay, thank you.>>Bye.>>Wow.>>David: 621 bucks to replace her rear brakes? They also recommend a $112
for a brake fluid flush.>>If she changes them now,
she’d be changing them a bit early. She’s got 40% left. And that might take
another six months. She might get a year out of
it, depending on her driving.>>And I didn’t notice
anything driving the car.>>I didn’t either. When I had the drums
off, everything looked perfectly normal
for that age of break.>>David: But there’s
something critical the dealer is not mentioning. The largest recall
in automotive history. Metal fragments from the
exploding ammonium nitrate capsule inside Takata airbags
have killed at least 14 people. Hurt more than 180, including
a metal shard that went through this woman’s face in 2013, while
she was driving her Honda Civic.>>I’ve taken the VIN off
your car and run it through the Honda system. Your car has a passenger side
airbag that’s made by Takata…>>Wow.
>>: ..that needs to be changed.>>Wow! So why wouldn’t they have
mentioned that to me? He basically said he would
be doing everything short of a safety on it, which, in my
mind, should include an airbag.>>That is the
number one safety problem facing your car right now.
>>Right.>>It’s not rear brakes. it’s the airbag recall.>>And so, for him
not to mention that, is unbelievable to me. [ ♪♪ ]>>David: Jessica heads
back to pick up her car. Maybe the tell her
about the recall in person. The same Assistant Service
Manager from the phone call hands her the results
of their inspection. But, under any
outstanding recalls, incredibly, it’s checked “no”. Jessica gives him
another chance to own up.>>In the first three or four
times I asked him if there was anything wrong with the
car or if it had any other safety concerns other than
the brakes, he said no.>>David: But then,
without having to look it up…>>He finally said at the end, “Oh, yeah, I think
there’s a recall,” and then he made mention that
he didn’t have the part and he’d have to book
a later date for me. That just makes me sick.
because I’m now driving a car that’s unsafe to both
me and my passengers.>>David: We contact this
Assistant Service Manager for an explanation,
but get no reply. Why would a dealership
not tell a customer about this?>>The dealership has
this business relationship that’s special, under contract,
with the manufacturing facility. In that agreement, they have to
do work at a much-reduced rate.>>David: Do you think that
ever influences dealerships telling people about recalls?>>Absolutely.>>David: So did it
influence Parkway Honda? For weeks, we’ve been asking
Parkway Honda to come on camera to explain why they’ve been
recommending Jessica get service she doesn’t need but not
telling her about the service that she DOES need. Well, they’ve told us
they’re gonna do an internal investigation
but they will not talk to us on camera. That’s what they’ve said. Let’s go chat with them. [ ♪♪ ]>>David: Service Manager
Ara Pashayan stops me at the door.>>You’re not allowed
in with a cameras. This is private property. We’d ask that you leave.>>David: Okay, but you have
an answer about why she’s not being told about the recall?>>Please, leave. You were not allowed here
but you guys are showing up.>>David: But it’s still…
it’s, you know, that’s not an answer to the
question about why she is not being told about a recall.>>Thank you.>>David: It’s still
not an answer.>>We please ask
that you leave.>>David: The up-sell continues.>>That’s just funny. That’s, like, totally made-up.>>David: This is
your Marketplace. [ ♪♪ ]>>David: The real deal on dealerships. [ ♪♪ ]>>David: We’re heading
undercover again, testing the advice you get
at dealership service centres. Bait car number two,
a 2013 Jeep Wrangler. The owner, Eric, works for us. And for months, he’s been
getting e-mails, telling him to bring the Jeep in for service. So we ask him to make
an appointment here at Toronto Chrysler Dodge Jeep Ram.>>Hello.
>>Good morning.>>David: What will this
service advisor recommend?>>David: But check it
Eric’s owner’s manual. It says it can be up to 16,000
kilometres or 12 months before the change oil message appears. There is no message, and it’s only been eight months
and just over 2,000 kilometres since Eric’s last oil change.>>David: Her assessment
isn’t over yet. It’ll take a couple hours
for their technician to do an inspection. In the meantime, we want to
get some inside knowledge so we track down
a former Service Advisor, willing to share trade secrets.>>When you’re
a Service Advisor, you are a salesperson. This is how you
make your living, right? So you have to up-sell them. They come in for an oil change,
you’re up-selling somebody.>>David: Lucas Leung worked at
six different dealerships.>>We present it, in a way,
and let them know that this is what you should do. If you don’t do it,
what’s gonna happen.>>David: I’m a
customer coming in. What you say to me,
right out of the gate?>>Hey, so, I see that you’re
here for an oil change today. You’re at 150,000
kilometres, actually, and you’re due for a timing belt
as well as a coolant flush. You can do it, it’s up to you. But if you don’t do it, what
happens is the belt might wear out and, when
it wears out, you know, like, this could cause
overheating of the engine or cause even more
problems down the road.>>David: So, was there ever
something in the dealership that looked different from what
the owner’s manual said in terms of a schedule?>>They would have a
little board that shows you what needs to be done what
kilometres but then, there are things on the side
that they do recommend… that’s suggested. You know,
recommended but not necessary. For example, power steering
flush, throttle body service, transmission flush. You accumulate an X-amount of
numbers each month and you get paid based on that.>>David: Meanwhile,
Toronto Chrysler’s inspection is complete.>>Not acceptable?>>David: We show the
footage to Mark Whinton.>>The truth of the matter is,
you’re gonna void your warranty if you don’t follow Chrysler’s
scheduled maintenance advice, not hers.>>This person saying, you know,
you need to change your oil every three months. No, this goes against
what Chrysler says to do with its own product.>>David: The Service
Advisor lists their other recommendations.>>David: Really? She doesn’t know we’re
also getting Mark Whinton to do his own inspection
of the Wrangler. [ ♪♪ ]>>David: So, does
he need brakes?>>I wouldn’t do that. I would wait
another year or two. Given how much this
car is being driven, it makes no noise,
the brakes have full power. Are they worn down? Yeah, they’re
about half worn down. But the owner’s gonna
get another, you know, year or two out of this. No problem.>>David: The service
advisor’s not finished.>>I just inspected this car. It does not need an alignment. The air filter doesn’t need
to be replaced once a year, according to the
maintenance schedule. Again, overselling. There’s a conflict of
interest in this business, and it’s kind of hidden. People do not know they
work on commission, but they do.>>I would say 90%
of these dealerships do work by commission.>>David: How much of
your salary could end up being on commission?>>More than 50%.>>David: More than 50%?
>>More than 50%.>>David: Really?>>At one of the dealerships
I worked for, I was at a 100% on commission.>>David: Was that an incentive
to sell something that either wasn’t necessary or wasn’t
necessary at that moment?>>Yes, I would
definitely say so. Being on 100% commission,
I was very nervous, like, every day because
you don’t know how much you’re gonna be making. Some customers may not
necessarily need it right away but they’re obligated to do it
because of how I advise it, how I put it on the table. [ ♪♪ ]>>David: Back at
the dealership…>>David: Well, we checked
the spark plugs in the owner’s manual and it says
Eric’s don’t need to be changed for another 107,000
kilometres or six more years!>>You do not
recommend flushing it. And, as far as this other stuff,
it might get tighter, the steering? That’s a great one. I mean, that’s just funny. That’s, like, totally made-up.>>Okay.>>David: We do have questions. We call and e-mail but this
Service Advisor does not reply. We also contact the dealership. But getting answers from
Toronto Chrysler Jeep Dodge Ram? That’s been the tricky part. So we’re gonna pay them
a visit, ask in person. General Manager Dave Dodds. Hey, how are you?
>>Good, how are you?>>David: Good, I’m David
with CBC Marketplace.>>David, I’m sorry,
but this is private property and I’m afraid I’m gonna
have to ask you to go.>>David: I can go but I’m
trying to get to the bottom of why you’re recommending
service that isn’t required on a vehicle.
>>Please, please, please.>>David: Or why you’re
recommending service more frequently than
the manufacturer? Do you have a sense on that? Why you’re recommending
that service that often? Do your Service Advisors
work on commission? [ ♪♪ ]>>David: The dealership
is owned by Auto Canada, based here in Edmonton. With 65 franchises across
the country, it’s one of the largest auto dealer
groups in Canada. We do some digging and find
out, so far this year, they have made more on service
than they have on selling new and used cars combined! Well, we ask for some more
information, they won’t come on camera, but the
president of Auto Canada writes to us and says he “applauds the manufacturer’s
maintenance schedule,” without explaining why his
dealership isn’t using it.>>David: Will the
government crack down?>>If someone is found guilty,
the penalty can range from a fine to
jail time, potentially.>>David: This is
your Marketplace. Get more Marketplace. Sign up for our weekly newsletter at CBC.ca/marketplace. [ ♪♪ ]>>David: This is
your Marketplace. Caught on camera.>>My understanding was
I was supposed to bring it in for regular maintenance.>>David: Aggressive up-selling.>>David: Misleading
inspections.>>Had I not pressed him several
times, he wouldn’t have even mentioned the recall.>>David: If this happens, is
there anybody protecting you? To find out, I head to
Ontario’s watchdog. The Ministry Of Government
And Consumer Services. Hey, Harry, I’m David with CBC.>>Nice to meet you.>>David: Yeah, get to meet you. Spokesperson Harry Malhi. What is the law say about
a repair shop telling you you need to do something
before you need to do it or you don’t even
need to do it at all?>>Repair shops cannot offer
services that aren’t needed.>>David: Does that
mean it’s against the law?>>It could be in violation of
the Consumer Protection Act. They can’t mislead you if it’s
a service that’s not needed. They can’t be like, “This is
needed to fix your car.”>>David: What is the range
of your power to penalize?>>If someone is found guilty, the penalty can range from a
fine to jail time, potentially.>>David: It can
go all that way?>>Yes.>>David: A dealership
would say, “This is a work that
you need to do,” and then we would go to
experts and they would say, “No, it doesn’t
need to be done. “Your brakes can last for
months or maybe another year “before they
need to be changed.”>>So in those cases,
we want those consumers to reach out to us. If there was a violation,
we want to know so we can do something about it. And we can find any bad
actors that may be out there. So we need the help of
consumers to make us aware.>>David: You know, I think,
when I go and buy a car, I am aware that the
salesperson makes a commission. That’s how they
make their money. I think a lot of people would
be surprised to learn that many service advisors,
people you come and meet, they, too, are on commission
and that they are essentially incentivized to sell you more.>>We want to make
consumers aware that they have those rights. They need to know that when
they go to these technicians, whether they get a
commission or not, they can’t offer you
services you don’t need. And we can look into that. If they feel like some–
their rights were violated.>>I have worked for brands that
focuses on customer service, like 100% customer service. No, you don’t need to really
sell, sell, sell, sell, sell. I mean, like, it’s good.>>David: So there is
good guys out there?>>Yes.
Oh, absolutely. I have worked with amazing
companies out there.>>David: So what can
you do to prepare if you’re going into
the dealership?>>Before you go, look at
the mileage on your car, see how many kilometres
are on it, then have a look at the owners manual,
go to the maintenance section and see what’s
required at that mileage, or slightly before. Somewhere near that
mileage or months, and once you know what that is,
go right to that service advisor and say, “I want
these things done.”>>David: And what
if they push back?>>Well, if they push back,
you walk out the door. [ ♪♪ ]>>David: Advice
Jessica Celsie could use. Since our first bait car test,
she’s been getting notices in the mail from Parkway Honda.>>That I needed
spark plugs, shocks, struts, things like that. Even though my car
was just there and they just inspected it.>>David: But nothing
about the Takata airbag.>>If it wasn’t for Marketplace,
I would not have known there was a recall on my car.>>David: Today, she’s bringing
it to a totally different Honda dealership, to finally
get that airbag replaced. [ ♪♪ ]>>It’s done. Finally, what a relief! I’ve been so stressed out
about having people in my car, having passengers, like,
I didn’t realize how much it was bothering me
driving in traffic until now that it is finally done. My car is safe. Yay! [ ♪♪ ]>>We’re inside
farmers markets.>>People at the markets
don’t know what they’re buying that food and
they’re being lied to.>>Are you really buying
direct from the farm? We follow the trail. Consumers are paying a
premium for your product because they think
that you grew it. Are you ripping people off? [ ♪♪ ]

100 Comments

  • Alanaaa B0BannAaa!

    August 26, 2019

    She looks like she’s in Scarborough 😌

    Reply
  • georgianbents

    August 26, 2019

    IT's a common thing. Gauthier Waverly Chrysler in Winnipeg does it. Oh, and there is no one protecting you. You've got a bunch of lazy gov't employees with no accountability and being protected by their union. They've got a bulletproof job and don't care.

    Reply
  • Easy Breezy

    August 26, 2019

    Too bad CBC isn’t this thorough with our government

    Reply
  • Deer Shooter

    August 27, 2019

    Do the work on your car urself

    Reply
  • Sam Spector

    August 27, 2019

    There is such a thing as extreme vs regular driving conditions. Depending where you live and temps or how you drive; like short trips are considered such. Certain parts and fluids should be changed earlier if you want to do preventive maintenance.

    I taught myself how to fix vehicles because of shady Dealers in the past and it is sad.

    Reply
  • Joseph Mackela

    August 27, 2019

    Want to really read my owners manual now.

    Reply
  • Ethan Adey

    August 27, 2019

    ⚫️-⚫️👋 Scotty Kilmer

    Reply
  • michaelstarwars66

    August 27, 2019

    my ford mondeo mk 3 developed a fault ford dealers dees of wimbledon wanted almost £100.00 just to lift the bonnet to fault find

    Reply
  • redcomic619

    August 27, 2019

    Is this the Canadian version of Chris Hansen?

    Reply
  • josue pereira

    August 28, 2019

    $10 oil changes

    Reply
  • Katherine Z

    August 28, 2019

    I like Toyota dealership, there's change two tires is $200, change two tires in Discount tires cost $280

    Reply
  • Patrick Esau

    August 28, 2019

    Buying your vehicle might be an absolute pleasurable experience. What comes after is absolute hell

    Reply
  • Boostd4

    August 28, 2019

    Their "expert" didn't want to admit that the rear brake job really wasn't misleading. When it comes down to it, safety is generally the driver. Yeah there are shady Advisors out there…but not all of them. These expose type of shows always put these places in the worst light.

    Reply
  • Aron Cuevas

    August 28, 2019

    Why do white… people talk like …. this whenever they’re narrating

    Reply
  • §paethon

    August 28, 2019

    You don't need an oil change for 5000+ miles, despite the service manuals saying "change oil every 3,000 miles." The 3000 mi standard hasn't changed in several decades, despite the quality of oil increasing dramatically over the years. My Dad was an Industrial Engineer for Chrysler in Kokomo, Indiana for 15 years. He is a mechanical wizard, and an ICU nurse today thanks to our 2008 situation. He insists that today, you don't need an oil change for 5000+ miles, period. If you go beyond generic oil and into 'synthetic', you can go 6000+ miles (depending on car age).
    DO BASIC MAINTENANCE YOURSELF. You'll never know how easy basic maintenance really is unless you see for yourself. Plus the reward of your labor is beyond satisfying. After parts & tools, you'll save greatly. Using 2 tire jacks, I've been changing my oil, brakes/rotors, flushing the brakes, flushed the cooling system, and other mishaps as they arise. My car is a 1999 Mitsubishi Mirage and I love my baby. She's nothing to look at, but I've had no car payment in 5 years and she's been a perfect car. Previous owner bought new and her father was a mechanic. I got her at a steal of $1100 (was worth 900 at the time). She had 184k miles, clutch never changed, still rock solid because the owner grew up in the Virgin Islands (mountainous). If you grew up on a clutch, you know. Florida is very flat. No clutch probs with the last owner. 35 miles a gallon on gas.
    The average car payment in America today is $479 a month. I would have flushed $28,740 as of today on payments alone, if I bought new. That doesn't include gas, insurance, and maintenance. To this date, and I just did the math…car insurance, gas, all maintenance (most self-maint), and the car itself cost me $10,500 to date. My insurance is $100/mo, gas is $40/mo. Maintenance probably averages $15/mo for me. If I bought new…$300 a month insurance (I'm sure is a lowball number), $40 a month gas, and $1000 total maintenance (lowball figure)…that totals $49,140. So far I saved $38,640. Common sense saved me 39 grand.
    Granted, I got very lucky with my car. But if you want the same…look up "used car checklist." Print one out and use. It'll have you spending 30 minutes probing a used car, but you will know all the flaws up front, without anyone telling you how "great" the car is. Plus you can use your findings to drive down the price.
    My point…you never need a flashy new car. You are destroying your money. It's the worst investment ever. You piss away at least 60% of the car on value alone by the time you pay it off. Not to mention the thousands in interest on your loan you'd have in the bank. My little $1,100 car gave me 5 years thus far. My goal is to get her a FL Antique license plate. 5 more years Allie! YouTube helped me maintain my car and I've saved thousands by now.

    Reply
  • Brandon Clarke

    August 29, 2019

    This is why you need to be your own mechanic and know something about your vehicle.

    Reply
  • Lenny D.

    August 29, 2019

    My Toyota. Changed oil regular. One air filter. 276000 miles later still driving.

    Reply
  • Nothing New

    August 29, 2019

    I tell the dealership if you can't do exactly what I want I'll find someone who will.

    Reply
  • Shotgun Camaro

    August 29, 2019

    I bought a 2014 Ford Escape from Suburban Ford in Sterling Heights Mich. in April of this year (2019) The car has used coolant since I got it. Can't drive it.
    They keep the car 2 or 3 weeks at a time, tell me its all set. By the time I get home with it (about 7 miles each way), it is low on coolant again. You can see steam coming out the tailpipes. They told me they replaced the timing belt and water pump in , it it never leaked anything on the ground. (has nothing to do with the problem) but you can plainly see they have never touched it. No bolts have ever been removed and replaced I have pictures of everything. It is now the end of August, I still don't have the car. So far they have NEVER told the truth about anything. The service manager Jim smiles at you and lies to you, about everything. I told him after the first lies I have worked on cars over 50 years, I owned my own garage 30 years, so I know how that stuff works. He smiles and lies again.I found out after I got the car it has been there before for an engine problem.,bought once for 3 months and returned, so they know it's a problem.I am 76 years old I needed a car. so far I have about $13,000.00 in it and still have NO car. Ford doesn't seem to care, they have their money.,and I have NO car. I can't get help from anyone at Ford, They just smile and say hum your right, we will look at it, put it in the back of the lot and wait till I call them in 2 weeks or so, and say your all set now.

    Reply
  • Bethlehem Eisenhour

    August 29, 2019

    They are like preachers that know a lot of people do not read their Bibles.. Lies. Compromise, changing words,, (Apple, is NOT in Genesis chapter 3. Noah took 7 of the clean beasts, the male and the female, by tows the unclean, the male and female, fowls of the air, by sevens, the male and the female. Genesis 7:1-3. And that is just 2 issues.

    Reply
  • Ivan Ma

    August 29, 2019

    This is disgusting to watch!!

    Reply
  • Michael

    August 29, 2019

    Where does this Mark guy work?

    Reply
  • luke7137

    August 29, 2019

    well obviously no one is getting caught or getting a fine. Will this evidence even do anything to incriminate them? prolly not

    Reply
  • Chris Havok

    August 29, 2019

    16:52 Look! It's the Candian Chris Hansen!

    Reply
  • Erikogel1

    August 29, 2019

    On any non unique car the dealership does not know best.

    Reply
  • joshua person

    August 30, 2019

    The shop I work at will show you why you need something And will show the price of the parts from the company idk why other shops can't do the same

    Reply
  • jeremiah pope

    August 30, 2019

    They're "expert" mechanic is a hack

    Reply
  • Indiana freedom news

    August 30, 2019

    Ya they do this all over.

    Reply
  • Rayne Hemlock

    August 31, 2019

    Had a service advisor recommended a power steering fluid flush, even though I have hydraulic steering. Therefore no power steering fluid 🤦‍♀️

    Reply
  • Sweezy Breezy

    August 31, 2019

    Well its a jeep so it probably does need to be done

    Reply
  • Gtag Tagg

    August 31, 2019

    When they talked about the rear brakes, while the price was high, it was a justified repair because she could have had em replaced in 6 months – while many maintenance intervals go yearly. So she could have potentially worn them out before the next maintenance appointment.

    Reply
  • Mushroom Castle

    August 31, 2019

    That's your own fault, for not knowing how to fix your car

    Reply
  • Matt Melendez

    September 1, 2019

    I hate service advisers “due for a timing belt, worn belt can cause overheating” wtf r u even saying lolz

    Reply
  • Pertti Peruna Peruna

    September 1, 2019

    In finland dealerships are actually honest

    Reply
  • Rich Morgenstern

    September 1, 2019

    In the US every state has a law dictating that cars can only be sold through dealerships. Consumers should demand that these anti-competitive laws be repealed. This will go a long way toward combating repair fraud.

    Reply
  • Uechi Ryuk

    September 1, 2019

    "Of course they are ripping you off!! They can say anything they want! Nobody knows!! Ohhh yeaa you need a new johnson rod here…" – George Costanza

    Reply
  • Audrey lindsey

    September 1, 2019

    Does she maybe need Blinker Fluid or have some Water in her Toolbox?

    Reply
  • Kris K

    September 1, 2019

    Hyundai made me follow severe conditions schedule on my leased elantra because of special Canadian weather :D.The thing is that manual says if you drive in start and stop traffic and in winter climate severe schedule should be followed. I follow it for oil change 6000km but not for rest. Whenever they offer me inspection i always say : no its all good i have already inspected it. Just oil change and filters once a year.

    Reply
  • Trey DeJesus

    September 1, 2019

    This is a joke, oil changes should occur every 6 months, the lady at the dealership is absolutely right, once a year is unacceptable. Where did they find this mechanic?

    Reply
  • Trey DeJesus

    September 1, 2019

    The biggest problem with this is he keeps saying, "according to the maintenance schedule." What if the filter is dirty and it's before the scheduled time? This guy is ridiculous. Manufacturer recommended maintenance is still just recommended. Cars need service based on how the driver drives, not just what it says in a book.

    Reply
  • Seth Does Nothing

    September 1, 2019

    I was getting my car inspected and was told I needed to get my oil changed. I just put oil in 3 weeks ago

    Reply
  • rickr799

    September 2, 2019

    Ma'am, you really need to get your blinker fluid changed out and its gold based so it'll be about 1000 dollars. Lol

    Reply
  • Riley Fahl

    September 2, 2019

    This is why I do all of my own services short of the most difficult/tool intensive jobs.

    Reply
  • Palmina D'Alessandro

    September 3, 2019

    I just had my airbag replaced..but they said they won't do BOTH SIDES…they only did one side?

    Reply
  • Omar V.

    September 3, 2019

    To be fair "normal" driving conditions are realistically non existent for anyone who lives in any sort of city

    Reply
  • StuTheBru me

    September 3, 2019

    im uk never paid more than £80 for a service and had a car on the raod for 30 years,,,thats about $100 but like someone posted your health service steals off you,,we pay nothing in uk,but bit by bit they are selling it off,,,20 years now since its best to pay for heart work,my dad had to have another heart attack before they did what was needed 5 years

    Reply
  • Chris Allen

    September 4, 2019

    I worked at a gas station/service station that I called the "home of the $3000 oil change." And that's no exaggeration.

    Reply
  • JOSEPH BRAVERMAN

    September 4, 2019

    CAN YOU DO A UNDERCOVER INVESTIGATION ON COPACABANA STEAKHOUSE RIP OFF! PRETTY MUCH $60 per Person does NOT INCLUDE TAXES or DRINKS.
    SEE: https://www.ripoffreport.com/report/copacabana-brazilian/toronto-ontario-copaca-down-1484431

    Reply
  • Ali Tahir

    September 4, 2019

    Owner of 2003 lexus ls430…done nothing but oil change since 2003 and one time timing belt replacement. Drives like new!! Everything is stock. KMS 265000

    Reply
  • DrScopeify

    September 4, 2019

    Sounds like there is a company that owns these dealers acting as a monopoly.

    Reply
  • Joshua

    September 5, 2019

    I have a 2009 civic with no rear brakes only front. Did they rip me off at the factory???

    Reply
  • Kasquaskannaché Hukapapánski

    September 5, 2019

    These people must be Democrats they believe anything that you tell them.

    Reply
  • Joe EJOne

    September 5, 2019

    Forget the airbag recall what about the blinker fluid recall it's serious stuff my dudes

    Reply
  • mike hunt

    September 5, 2019

    Rule of thumb take it to a local mechanic

    Reply
  • SpencerSwoops

    September 5, 2019

    Went to my mechanic he told me I needed some rotator belt because it’s about a week or two from breaking, it’s been a year maybe more.

    Reply
  • Sheila’s Beauty/ Hair/ Nails/ Fashion

    September 5, 2019

    Wow woman 👩 they should just buy a new car then 😂

    Reply
  • Andrew Lydick

    September 5, 2019

    that guy they hired seems like the worst mechanic ever lol

    Reply
  • RC Roo

    September 5, 2019

    Too many people in too many different business sectors take the piss (unless) you know what your talking about. Car mechanics going to garages, you soon see them change their tune and faces when you turn around and say well I know what needs doing. Thanks but no.

    Reply
  • Steel Nerves

    September 5, 2019

    The titties on that service advisor would empty my sack as well as my wallet in no time

    Reply
  • Sergio Chamorro

    September 6, 2019

    Your “expert” does not know a lick about cars

    Reply
  • Luke Saucewalker

    September 6, 2019

    Chris Hansen of the auto world

    Reply
  • Only Documentary

    September 6, 2019

    Dear canadians stop driving American ars you guys make us look bad

    Reply
  • Tim Degraff

    September 6, 2019

    I thought all Canadians were honest hosers with free healthcare.. What's this all a boot?

    Reply
  • Tim Degraff

    September 6, 2019

    You also have to realize which region in the country can effect performance and every driver can effect how fast brakes can go or driving it like you stole it can put wear on the transmission or engine performance. As far as the takata ago bag recall they should have been notified and place an order on them. Since that recall effected millions of cars with different car makes there was a backorder on them at one point.

    Reply
  • Kratos D

    September 6, 2019

    Vehicules today require less maintenance . That is not true! Manufacturers write less required maintenance in the owners manuel to sell more cars. Bad Bad Bad Investigation

    Reply
  • Ray Walz

    September 7, 2019

    Engines should have hour meters. Mileage alone does not accurately reflect oil change intervals. How many hours the engine runs does.

    Reply
  • Taxing The People

    September 7, 2019

    WHO the F waits 1 year for an oil change? WTF?

    Reply
  • AppleMichaelAppleNancy Kooosh

    September 7, 2019

    Dublin Toyota in California is shady. I go in for an oil change in my Prius that also include a free inspection with my oil change. Car gets an oil change, checks out the car is in good condition. 10k miles later another oil change except this time I mentioned my struts. They did oil change, and when I pick it up they tell me that the car checks out fine and the struts are in great condition.

    This time after 10k miles I go in for another oil change. And with the oil change they do a free inspection and the car checks out ok and suspension checks out ok. Well on paper it checks out ok but when you drive the car it’s very bouncy, when you look at the struts the boots on them or torn and fluid leaked out 50k miles ago and on paper struts come out in great condition. Either they say they check it and they don’t or there just pulling peoples leg and making it seem like there doing there job. Well I always know that the struts were bad, and I changed them last week. Cost me a little under 500 bucks with part. Did labor my self. Saved my self 2k atleast.

    But the dealership advertise free inspection when you do oil change but a car with 150k miles there is no way that something can’t be wrong, especially the struts.

    I give them bad review and I hope they get caught up some days.

    Dublin, California

    Reply
  • Mike Grover

    September 7, 2019

    Bend over baby, here comes big daddy dealership!

    Reply
  • MJ Prose

    September 8, 2019

    Up sales?🤣 Down takers🤣🤣 robbery's 🤣🤣🤣 theavery 🤣🤣🤣🤣

    Reply
  • Luke Losinno

    September 8, 2019

    'if your timing belt wears out your car might overheat'
    JESUS CHRIST

    Reply
  • zilmars

    September 8, 2019

    Mike Holmes brother , perhaps ????

    Reply
  • Pedro Gallegos

    September 8, 2019

    Car dealerships REMIND ME
    of mortgage Banks.
    They ALWAYS want to
    "oversell you" on what's NOT really
    needed.
    It's illegal and DESPICABLE..

    KNOW your contracts,
    KNOW your warranty &
    MAINTENANCE MANUALS….

    Reply
  • Damien

    September 8, 2019

    the manufacture on alot of these new cars does not even put tranny fluid down. but at least in my opionion getting it changed at 100k miles is worthwhile if you plan to keep the car for alot of miles. I feel like now a days they just dont put it down as its no bother to them if it dies later in its life. they did reccomened getting her 2011 fluid changed really early tho

    Reply
  • FSAUDIOGUY

    September 8, 2019

    You learned the job you do everyday right! You CAN learn about your vehicle and the maintenance it needs on a regular basis. Its not rocket science. Stop being a slave to the vampires that think they own you and the earth! Always beware of well dressed ding dongs using odd jargon in any setting….they usually went to a two week training course somewhere.

    Reply
  • Luke

    September 8, 2019

    My Mercedes dealership would never😑

    Reply
  • Ricardo likes Garcia

    September 8, 2019

    I had the worst experience with CARMAX!!! I want the the deal ship many times thsy say I have " many problems"

    Reply
  • Erik Nicholas

    September 8, 2019

    Aboooot lol they talk funny lol

    Reply
  • Cat With A Dick

    September 9, 2019

    Script for this episode:

    "Car, aboot, aboot, aboot, car, aboot, sore-y, aboot, aboot."

    Reply
  • C Lowery

    September 9, 2019

    I just bought a 2011 Ford Fusion and I love mine.

    My stepdad is a mechanic and he likes the dealership we live near

    Reply
  • Adan Sanchez

    September 9, 2019

    Craig is a dumbass

    Reply
  • The Chronicles of Eve

    September 9, 2019

    The biggest crooks are the government because they allow these thieves to get away with literal murder. People are born this way — they are preprogram to be evil.

    Reply
  • rogerthat

    September 9, 2019

    Just be educated. It takes a lot less time than making the money lost you lost back. Unlike Parkway Honda, II was contacted by mail by my local Honda dealership (Newmarket Honda) for the Takata airbag recall without having to initiate anything on my end. Not bad.

    Reply
  • Kendrick Donnelly

    September 9, 2019

    Don't listen to this. They are wrong. Dealership is probably wrong too. Find a good mechanic or learn yourself. It's not super hard

    Reply
  • Keyboard Warrior

    September 9, 2019

    if they over sell like $100 for a filter that’s half worn that’s fine but these are thousands of dollars worth of parts and labor

    Reply
  • TheCookingNerd

    September 10, 2019

    Hopefully the business is shut down and they go to jail. Will they?

    Reply
  • Kathrine Ely Brignardello

    September 10, 2019

    Thank you so much, great info. My 1st. new car was a 89 Honda Accord Lxi coupe. first time I went in for a oil change. I said my brother told me to get the old parts back. They were not too happy but they did it. I never had a problem because I always asked for my parts back. You never know those folks can be dishonest. 💸😍

    Reply
  • Jerome King

    September 10, 2019

    Spark plugs are the 🧠 that’s like saying if you lose your pinky toe then you’re gonna be brain dead

    Reply
  • Alex Tellez

    September 10, 2019

    Plot twist they didn’t change the airbag

    Reply
  • your face

    September 10, 2019

    No matter what the book says every 3000 miles and your engine will last for ever.

    Reply
  • Wile E Coyote

    September 10, 2019

    It took me few years but found honest repair shop.They gave me best deal on swapping air from tires.

    Reply
  • Papahoody

    September 10, 2019

    I worked for a GM dealership for over 25yrs.  A recall is the first thing that comes up because our service advisors are told to check for it.  The dealership I worked for did not up sell.  Only what was needed.  Now saying that, you will get a tech who wants to make a few extra bucks.  Those kind of techs did not last at our dealership.  As for the sparkplugs staying in for 160,000klm.  I have seen it where the sparkplugs have got seized in the head leaving them in that long.

    Reply
  • Drew Buzard

    September 11, 2019

    Not saying their arent rip off artists out there, but they made a big deal about the air bag but there is a simple answer and i can attest to this, thei airbags were on backorder for 8-12 months when that recall came to light. They did tell her about it, but it couldnt be done in that visit due to part availability which is the not the dealerships fault.

    Reply
  • Andrew Villanueva

    September 11, 2019

    Dealership make the most money on repairs. This is why they upscale people!!! Never bring your car to a dealership.

    Reply
  • typhoon320i

    September 11, 2019

    Fluids do need to be changed after anywhere from 2 to 10 years. Yes brake fluid and power steering fluid really DO need to be changed at some point. So does coolant and transmission fluid.

    Reply
  • J.W. JDUB

    September 11, 2019

    Dealerships need to be gone. I want to order straight from the factory.

    Reply
  • Stephen Nong

    September 11, 2019

    The 6K and 3 months oil change to me seems fair. That’s my oil change interval. It’s good preventative maintenance.

    Reply
  • Key

    September 11, 2019

    Are chevy malibu good cars ?

    Reply
  • Kloubek

    September 11, 2019

    I was fired a month ago from a dealership in Calgary for refusing to upsell my customers. For example, this dealership had a quota on alignments. The amount of $140 alignments being sold by the other advisors was ridiculous and 80% unneeded. Advisors were selling alignments by k's alone, or using normal tire wear as a "sign" an alignment was required. Criminal.

    Dealers might claim they don't require their service advisors to upsell, but if your numbers aren't there, expect to be canned.

    It was a blessing really; the constant stress to sell sell sell is wearing, and I prefer to sleep at night knowing I didn't screw anyone over.

    Reply
  • entschlossen

    September 11, 2019

    When i worked for Lithia i was told to wipe down the oil can to make it look new. do not check the oil. so they would be in about a year looking for a trade in.

    Reply

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