Car Service Dealer up-selling my Factory Recall

cameldownunder on 19/09/2017 - 15:22
Last edited 22/09/2017 - 13:05

I own a Kia Sportage, and received a letter from KIA that notified me that I need to bring the car to a dealer to get something checked/replaced.
I called the closest dealer, and made an appointment to drop-off the car today ( 19 Sep ).
Today I get up there, park the car, get welcomed, and asked to sign the paperwork.
Now here it becomes interesting, there were these items listed:
Wheel Balance and Rotation check $44
4 Point Wheel Alignment $99
On-Car Fuel Injector Service Clean $120
Power Steering Flush $120
A/C Anti bacteria Treatment $99
Throttle Body Clean $110
Safety Stop $20
Summing this up, I get $612 of work, to be done on the car.
Of course when I asked what this should be, the guy was quick in crossing it out. I did take a picture of it.

I did sign AFTER THE ADDITIONAL WORK WAS CROSSED OUT.

I am not happy on how the dealer tried to trick me in getting this work done, and potentially having to pay a bill of $600+
On top of that, when looking up "up-selling" on the internet, those were the items described most likely to be up-sold as they involved minimum work ( pour some liquid in here and some in there )

I did write to the dealer complaining about and did write to KIA itself too. No response so far.

Is there anything else I can do about, except for not taking my car to that dealer ( which I don't do anyway ), as I feel that the dealer tried to "defraud" me, and I have the strong inclination to report the dealer to some bodies or entities.

[Fraud: wrongful or criminal deception intended to result in financial or personal gain.]

Automotive

Comments

    • cameldownunder on 19/09/2017 - 15:41
      +16

      "So you don't take to to them, but you did this time? Hmm ok."
      Yes I HAVE to go to a Dealer, KIA's requirements.

      • derk on 21/09/2017 - 20:31
        -2

        There are mechanics that you can go to instead, that will keep your warranty in check.

    • iforgotmysocks on 19/09/2017 - 15:53
      +28

      To rectify a issue identified in a factory recall, it would have to go to a kia dealer. His normal servicing seemingly is done elsewhere.

  • geek001 on 19/09/2017 - 15:33

    What did you expect? :) You know the old saying about car dealers????

    • cameldownunder on 19/09/2017 - 15:41
      +4

      Yes, new to this country ( 9 years ), still need to get used to some things.

      • geek001 on 19/09/2017 - 15:49
        +3

        Yea, that's really dodgy, just that too few people complained. Look at what happened to the airlines when they include extras by default. Hopefully, this will become illegal when enough people complain.

        • Jackson on 22/09/2017 - 09:45
          +1

          It's already illegal, just no one doing anything about it

      • [Deactivated] on 19/09/2017 - 17:18
        +10

        9 years is new?
        News to me.

      • OzzyOzbourne on 22/09/2017 - 17:26

        You're still not used to getting screwed over and ripped off!

  • Gronk on 19/09/2017 - 15:39
    +13

    They didn't get the nickname 'stealerships' for nothing you know ;)

    To me, this looks like the dealer has 'tried one on' - as distinct from acting illegally or in a deliberately misleading fashion.

    If the dealer had told you that those additional upsell items were required as part of the recall work - that's illegal.

    If the dealer attempted to charge you for any aspect of the recall work - that's also illegal.

    Here, they have attempted to load up the quote and see if you noticed, which you did, go you!

  • oscargamer on 19/09/2017 - 17:32

    did the stealer actually do the recall work?

    • cameldownunder on 19/09/2017 - 17:33

      I hope so.

      • oscargamer on 19/09/2017 - 17:50

        what was the recall work?

        • cameldownunder on 19/09/2017 - 17:52

          Some part in the engine that might not have bean sealed perfectly and if salt water penetrates it could damage the circuit board.

        • oscargamer on 19/09/2017 - 18:09
          +5

          @cameldownunder:

          cool - so you can now go swimming (in the sea) with your car…..

        • macrocephalic on 22/09/2017 - 13:58
          +2

          @cameldownunder: So they put some Selleys All Clear on it and tried to convince you to pay $600 for a bunch of Wynns products you could buy from SCA for $50? Sounds about normal for a branded servicing centre (because it's not just dealers who do this).

  • bod311 on 19/09/2017 - 17:44
    +5

    Pretty much all of those things are completely unnecessary too (in the absence of an issue), as you say they are just there to pad the bill, on a relatively new car you wouldn't really even be able to tell if they had actually done the work or not (not saying they wouldn't have done what they charge for, but some unscrupulous mobs would).

    • mskeggs on 19/09/2017 - 17:55
      +43

      That attitudes all well and good until you run out of blinker fluid and need to indicate a turn!

      • rompastompa on 19/09/2017 - 19:15
        +5

        That's Perth's problem. We don't get blinker fluid over here, so no one can indicate when turning/changing lanes.

      • JIMB0 on 19/09/2017 - 19:59
        +16

        BMW's are notorious for running out of blinker fluid.

        • grog on 20/09/2017 - 14:18

          In Perth, i am terrified of drivers in the next lane just in front and i cannot see the drivers head, they always just change lanes when they want.. no blinkers … they just bloody well go!

          If i see the drivers head in other cars they usually do something like look in mirror or turn head slightly and that can be a clue.

          Who are these people? short arses? invisible?

        • Imperial Fire on 22/09/2017 - 11:56
          +2

          That's why this video exists. I've never had to pay to have my blinker fluid replaced.

          https://www.youtube.com/watch?v=E6GsXhBb10k

      • cashews on 21/09/2017 - 15:24
        +1

        Do you use standard fluid, or halogen fluid?

      • Word on 23/09/2017 - 01:40

        Blinker fluid how stupid do you believe people are?… It is actually headlight fluid that needs to replaced.

        Reference:
        Red vs Blue.

  • [Deactivated] on 19/09/2017 - 18:05
    +1

    did the dealer call you while doing the work to approve the costs?
    if not you are under no obligation to pay

    • tomsco on 19/09/2017 - 20:19

      Dealer stuck the quote in when OP dropped off the car. Tried to get them sign off on it.

  • Ocker on 19/09/2017 - 18:16
    +10

    So you took the car into the dealer today - 19th, and then go on to say "I did write to the dealer complaining about and did write to KIA itself too. No response so far."
    Everything else aside, to expect a response within a matter of hours of writing a letter of complaint is asking a bit much!!

  • JIMB0 on 19/09/2017 - 18:54
    +5

    Power Steering Flush $120

    Not sure about your car, but the current model has eletric power steering. Did they also want to change your blinker fluid?

    • [Deactivated] on 19/09/2017 - 20:39
      +4

      Typo. It would be a power steering flash
      New firmware for the steering mechanism.

    • Squidmcsproggen on 21/09/2017 - 16:56
      +1

      could be electo/hydraulic?
      they still need oil

      but on car injector cleaning is risky and pointless.

    • Suspect420 on 23/09/2017 - 01:50

      Electric steering still requires fluid… on track daya they also.overheat and.the fluid thins out and usually ends up leaking if not controlled

  • [Deactivated] on 19/09/2017 - 22:00
    +1

    Good catch.

    This practice is rife in dealership service centres.

  • garffi on 19/09/2017 - 22:13

    Did they inform you about it or just tried to get you to sign the paper? How do they expect customers to return if they're doing this kind of thing…

  • skillet on 20/09/2017 - 07:58
    +3

    Safety Stop $20

    Wow just wow. I thought this is included in test drives?

  • synapse on 20/09/2017 - 09:02
    +4

    Anti bacteria treatment for $99, what a crock of $hit

    • WT on 20/09/2017 - 10:45
      +8

      do they spray glen 20 on your cabin filter?

  • [Deactivated] on 20/09/2017 - 12:24
    -4

    I doubt they tried to trick you, it must have been in big bold letters. To not see it and get a $600+ bill when picking your car up, there will be punch ups in reception everyday.

    • moo on 22/09/2017 - 12:36
      +4

      Hello Mr. Car Salesperson!

  • Ken1977 on 20/09/2017 - 16:26
    +35

    Recently had a workshop charge me $22 for fuel additive with a service. When I asked what it was all about they explained how the put an injector cleaner in the fuel tank and it cleans the fuel system. I asked how they managed to do this as my car is a Ford falcon straight LPG.

    • skillet on 21/09/2017 - 09:47
      +6

      What was their reply?

      • smpantsonfire on 21/09/2017 - 16:46
        +3

        WE must know.

      • Bargainkappa on 21/09/2017 - 18:07

        They used a Ventolin puffer, works for humans so must work for cars

      • Ken1977 on 26/09/2017 - 10:44

        Said the mechanic must have been confused with another car and put it in my invoice. It was the mechanic who 'tunes rapidly'.

    • YellowDieselGolf on 21/09/2017 - 11:35
      +7

      I got my car serviced and also ordered a new set of headlight covers (one had a stone chip) and a new oil dipstick as the plastic on mine was turning brittle.

      I picked the car up and noticed they’d “installed” the covers and charged me $50 for the labour. Yeah, they actually charged me $25 (itemised) to install a dipstick.

      • King Tightarse on 22/09/2017 - 09:22

        Haha thats excellent

      • cameldownunder on 22/09/2017 - 12:47

        Imagine how much they would have charged you for an oil change. All those parts to remove.

    • Kempe on 21/09/2017 - 15:50

      Name and shame

  • cuppaciano on 21/09/2017 - 11:41

    They didn't say anything when they get you to sign the paperwork. Dodgey af. They should explain to you up-front even if they are meant to upsell you.

    So technically, according to what you said, this kind of behaviour is beyond up-selling - it's wrongful sales process/fraud.

  • Dr Techno on 21/09/2017 - 11:41

    Did you clearly state that you were only in for a recall at dropoff and pickup ? If I was presented with a bill like that I would be asking why the dealership didnt call up first to authorise the work. No authorisation = Im not paying for it.

    Once upon a time I had to resend my car in to get clutch area revisited. clutch was replaced a little over 12 months but the clutch fork broke. for some reason mechanic wanted to charge me a few hundred for another clutch replacement that he claimed to have done.. i just sat there saying you didnt call me to authorise it, im not paying for it.. we both stared at the invoice for a good 15 mins before he wiped off that charge.

    • cameldownunder on 21/09/2017 - 11:46
      +2

      " If I was presented with a bill like that I would be asking why the dealership didnt call up first to authorise the work. No authorisation = Im not paying for it."
      That's why they wanted me to sign it. Signed = agreed.

      • Dr Techno on 21/09/2017 - 11:50
        -2

        I normally dont sign if I dont agree with the paper work.. Did you sign without properly reviewing the paper work ?

        • cameldownunder on 21/09/2017 - 12:39
          +1

          Did you read the post ? [ No, I asked to cross it out, which happened very fast, then they had to rewrite the work done, as it was no longer on the paper I received at the end of the day]

        • Dr Techno on 21/09/2017 - 13:56
          -7

          should add tdlr

        • ronnknee on 21/09/2017 - 15:42
          +2

          @darkage:

          Should not comment or give advice until you've read the post.

        • Daabido on 21/09/2017 - 15:55
          +3

          @darkage: It's hardly War and Peace.

        • Dr Techno on 21/09/2017 - 15:59
          -3

          Ending could do with more clarity. ie. Did not sign, walked out or reconfirming signing after dodgy items crossed off.

        • EVA-01 on 21/09/2017 - 17:00

          @darkage: *TL;DR

  • JUSTINO on 21/09/2017 - 12:11
    -1

    I don't know
    Maybe get the cops involved?

    • JIMB0 on 21/09/2017 - 12:29
      +7

      Cops can't do anything as this is a civil matter. Its more of a Bikie matter.

      • cameldownunder on 21/09/2017 - 12:40
        +2

        Leaving feedback where possible. That's what I am doing.

  • Cheapo Moose on 21/09/2017 - 12:48
    -7

    Have you considered that someone might have just stuffed up the printout?

    I don't think you need the national manager of KIA for this one.

    Let it go ….

    • cameldownunder on 21/09/2017 - 13:01
      +15

      On the first instance, yes. Not on the second one.
      They are a KIA dealership, and I think KIA should know, and inquire. Maybe one of the direct reports of the national manager can deal with it.
      No, I won't let go: They were probably prepared for a discussion, if I had signed, and then offered me a "rebate" of say $200. It still would have cost me $400 for one spin of the wheels, 12$ of fuel additive, spray of antibacterial in the air ducts and a step on the brake.
      I prefer spend those $400 on Enelopes or other bargains here on this site

      • BillyG687 on 22/09/2017 - 05:45

        Usually, these items they listed wouldn’t be for work completed but for work they suggest being done next time. Any competent brand dealer wouldn’t be doing work and hoping to trick the customer into paying for it. They won’t do the work unless they know they will get paid for it.

        Most, not all, but most big brand dealers have too much pressure from the factory to keep customers happy. Bonus incentives are driven by it more than you’d expect.

        The items listed will be in part of the invoice of suggested work or mechanic notes. Under this area they might also list things like tyres being worn, or noticing extended wear of brakes etc.

        • cameldownunder on 22/09/2017 - 12:49

          The list was presented at drop-off. Before any work was done.
          On pick-up all the items were not there anymore, so not suggested, as you are suggesting.

        • BillyG687 on 22/09/2017 - 22:53

          @cameldownunder:

          Ah, my apologies. I missed that tidbit!

  • kungfupanda on 21/09/2017 - 14:00

    if you care to share:
    Which dealer is this? or where is it located?

    • cameldownunder on 21/09/2017 - 14:04
      +10

      I have a KIA, and after dropping the car, took the train from Waitara Station to go to Wynyard, good thing that I did not have to walk too far.

      • nafe on 25/09/2017 - 11:19
        +2

        FWIW, years ago we were going to buy a new car from there (rhymes with Olden), and they offered such a crap trade in we went elsewhere (down the road in Gordon). After we bought the car, the Sales guy (surname rhymes with Mutton), called and abused my Dad asking why we bought elsewhere. When told why he said he could have matched the trade-in. When asked why he didn't give us a decent offer int he first instance he went off and then hung up. Never spent a cent there ever since. Not for a service, not for a spare part, and certainly not for a car.

  • whooah1979 on 21/09/2017 - 14:13
    -3

    [Fraud: wrongful or criminal deception intended to result in financial or personal gain.]

    Nice try, but no.

    • cameldownunder on 21/09/2017 - 14:18
      +2

      Note: "Wrongful OR criminal"
      wrongful: ˈrɒŋfʊl,ˈrɒŋf(ə)l/ "(of an act) not fair, just, or legal."

      So interpreting as "Not fair deception intended to result in financial or personal gain", it consider it fraud.
      But not worth of going to the lawyers.

      • whooah1979 on 21/09/2017 - 14:45

        Was op defraud of money?

        • cameldownunder on 21/09/2017 - 14:48
          +2

          Note: "Intended to result"

        • whooah1979 on 21/09/2017 - 14:54
          -2

          @cameldownunder:
          If op feels so strongly that an offence has been committed. Then why didn't op report this alleged offence to the police?

          Thinking that someone has committed an offence doesn't make it so.

        • cameldownunder on 21/09/2017 - 16:46
          +1

          @whooah1979: Reading in other threads about how much the police cares … I'll save myself the trouble.
          If someone commits an offence, it is not relevant, what anyone thinks.
          Wonder why @whooah1979 is so adamant in defending the Stealership.

        • resisting the urge on 21/09/2017 - 17:30
          -4

          @cameldownunder: Am I missing something here?

          You drop it off to have the recall work done.

          They ask you to sign a work order or something, which is not unrealistic (normally if it has a summary of what is to be carried out), however instead of the work you asked them to perform, they have a bunch of schmegma there.

          You query it, and they correct their mistake.

          Is that not the end of the matter? Con or not, there was no crime done.

          If you had signed it without looking and then got nailed, it'd be a matter for consumer affairs or perhaps the police if they withheld your vehicle unlawfully.

          However all that happened was a paperwork mistake that you were not asked to pay for. Name and shame if perhaps appropriate- assuming you could be sure it was deliberately done to catch you. Perhaps this is the case- in which case what makes you think so?

          People get ripped all over the world no matter what they want. The auto industry in Australia is no better than most, but probably not the worst. Surely not far from the bottom I would suspect though ;-)

          Does this not happen in your previous home too?

        • King Tightarse on 22/09/2017 - 10:41
          +3

          @zerovelocity:
          Wrong here: "They ask you to sign a work order or something, which is not unrealistic"

          He took the car in for a free recall. That work shown is completely "unrealistic". It is all fake and total bullshit pointless work designed to fleece the customer and unrelated to the reason the car was bought in. It is also completely wrong for a garage to do unauthorised work and expect payment.

        • resisting the urge on 22/09/2017 - 11:14

          @King Tightarse:

          Yes I agree it is a bullshit work order.

          Confidence trick, yes. Not a justifiable mistake. But it is not illegal, or even an unlawful act. I think a good candidate for 'c#&t act'

          Was I wrong as you say? The point is certainly arguable because the work was not carried out.

          "It is also completely wrong for a garage to do unauthorised work and expect payment"

          The fact is, they didn't do any work and they didn't start expecting any payment.

          They're still C#&ts though, and should be named and shamed.

          The fact that they do this shows is it normal practice at this particular dealer, and also that they have a certain amount of success. Probably with customers having scheduled servicing carried out let alone others, in the case of recall work and walk-ins. Who knows how many people have been suckered, even how many are presently having to deal with the debts that someone like this no doubt on-sells to the highest bidder for ongoing enforcement with extended drip-charging.

          If the full story has been told, cameldownunder should let us know who it was that did this. The fact that he has not makes me wonder if all all the facts have actually been disclosed.

  • AMLagonda on 21/09/2017 - 15:16

    Dodgy AF!!

    Ive taken my old Xtrail in for the airbag replacement (which is supposed to be done again) and I would not spent a cent with the dealer lol

  • Gronk on 21/09/2017 - 18:06

    I feel that the dealer tried to "defraud" me, and I have the strong inclination to report the dealer to some bodies or entities.

    Now who's in it for personal gain?

    • dazweeja on 21/09/2017 - 22:30
      +3

      I read it as the OP wanting to report the dealer so he doesn't try it again with someone else, ie. to help others. I'm not sure what else they would have to gain?

      • Gronk on 21/09/2017 - 22:40

        I guess like with most things, there are multiple interpretations, yours is most certainly valid.

        I don't really agree with OP's language in stating that they feel like they were defrauded, to me that screams "I'm seeking compensation" but I'd argue that in this instance, no damage has been done.

        • dazweeja on 21/09/2017 - 22:46
          +1

          I see where you're coming from. I think "defrauded" was the wrong word. I'd personally say the dealer "tried one on" ;)

  • Thenarrator on 21/09/2017 - 21:24
    -3

    Am I the only one who dont understand this? dont mean to be a grammar nazi but i believe it would be quite important in this instance.

    "Summing this up, I get $612 of work, to be done on the car.
    Of course when I asked what this should be, the guy was quick in crossing it out. I did take a picture of it."

    Asked what should be? what? OP asked what should be what?

    Quick in crossing what out? the entire quote? only the dodgy lines?

    You brought in a car for service, they gave you a quote for it. Whats the surprise?

    Take a picture of the crossed out quote? Why not take a picture prior to crossing out? Whats the point of taking photo of the crossed out quote?

    • renza on 21/09/2017 - 21:36
      +8

      OP took the car in for a recall. The paperwork listed $612 of other work to be done to the car and tried to get OP to sign it without him/her knowing, which one might do if they were in a rush and didn't read the paperwork.

      Asked what should be? what? OP asked what should be what?

      Asked why there were additional items on the invoice

      Quick in crossing what out? the entire quote? only the dodgy lines?

      the whole thing was dodgy

      You brought in a car for service, they gave you a quote for it. Whats the surprise?

      So he/she took the car in for a recall, which should cost nothing. sounds like a surprise to me

    • Peon on 21/09/2017 - 21:37
      +1

      OP took car in due to some part that was recalled (normally free of charge). Dealership sneakily tried to get OP to sign for additional questionable work on top of the work related to the recall.

    • [Deactivated] on 22/09/2017 - 00:32
      +1

      I had to read it like four times to eventually get the gist.

      I think sometimes some people are so excited by the idea of complaining about their day on the internet they mash out their experience and don't bother to double check that it is coherent.

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