Dilemma about car dealership service bill error
Dilemma about car dealership service bill error
I took my car in to have the visor and interior door handle replaced because both were broken. After several mishaps and inconveniences, they quoted us a price on the morning we dropped the car off and we paid that price when we picked it up. Now, a month later, they left me a message saying sorry for the confusion, but that we didn't pay for the parts. I assume they want us to come in and pay for them now. My feeling is that I'm not responsible for their mistake of not including the cost of the parts in their quote.
It has been a frustrating experience working with them. Should I call them back and complain or should I just not call them back and stop bringing my car there for service?
Thanks!
It has been a frustrating experience working with them. Should I call them back and complain or should I just not call them back and stop bringing my car there for service?
Thanks!
Re: Dilemma about car dealership service bill error
I would not rush in to pay. If they call again I might not answer. If they sent an invoice/letter I would probably pay them.
Edited to add:
You might want to look over the language on the initial billing/invoice you got to see what if says anything about it being "final". If they listed any parts, including that "incidental parts" standardized amount/rate many service places add, I would tell them that they were permitted to keep the old parts so they could be refurbished for a future customer and that if they wished to return your specific old parts you would be willing to pay for the replacement parts. Sadly, if so much time has elapsed they may no longer have your old parts.
Edited to add:
You might want to look over the language on the initial billing/invoice you got to see what if says anything about it being "final". If they listed any parts, including that "incidental parts" standardized amount/rate many service places add, I would tell them that they were permitted to keep the old parts so they could be refurbished for a future customer and that if they wished to return your specific old parts you would be willing to pay for the replacement parts. Sadly, if so much time has elapsed they may no longer have your old parts.
The closest helping hand is at the end of your own arm.
Re: Dilemma about car dealership service bill error
When you paid for the repair, you should have received an itemized statement that shows how much each part cost and how much labor was charged. Even my independent mechanic follows this procedure. I keep these statements to show my service records in case there is a warranty situation.
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Re: Dilemma about car dealership service bill error
I would just ignore them. If they contact you again I would call the dealership manager and say just what you said; that you're not responsible for their mistakes . I find it shocking that a large legitimate business would do that, but I've had it happen to me twice ( a furniture store and an appliance store ) And I refused to pay more than the price I had agreed to. At the appliance store I had to complain to the manager, who was humiliated and apologized profusely for the unauthorized action of the salesperson.
Re: Dilemma about car dealership service bill error
A couple of years ago I took my car to the dealer for a timing belt change. It was pretty expensive. They asked about and got the OK for several other minor items like air filter. Some time during my stay in the waiting room they asked about changing the plugs. When I asked about the cost, they wanted several hundred and I declined. Forty thousand miles later I finally decided to change them myself at my friends hobby garage. When I removed the first one I thought it looked to be in pretty good shape. I pulled another on the front side and one on the back finding that they all looked pretty good. Showed them to my friend who said that they looked like they had 30k miles on them (he did not know the history). I figure the mechanic already had them installed at the dealer but when I declined, they decided not to bother removing them. I went ahead and changed all of them.
Re: Dilemma about car dealership service bill error
Some states have specific laws applying to auto mechanics. I used to live in a state which required a quote and the final price charged could not be more than 10% higher. I would find out if any such laws cover your transaction.
Re: Dilemma about car dealership service bill error
They gave you a price, you accepted. They gave you a bill, you paid it. It's all done as far as I'm concerned. I would not pay any additional charges.
Re: Dilemma about car dealership service bill error
what specifically is on the invoice/receipt? was it hand written I wonder?
Long is the way and hard, that out of Hell leads up to light.
Re: Dilemma about car dealership service bill error
This is a large dealership, so all records are computerized and stored . They should be organized, but I think there were too many cooks in the kitchen between the parts dept, service advisors and technicians and they didn't communicate with each other.
I have the paid invoice that says "Parts are in - see parts department. Parts: 0.0, Labor: 94.50. I was just glad that the price they quoted me seemed reasonable for two interior items, so I didn't read carefully.
I can't believe it's worth it to them to chase after something that was clearly their oversight!
I have the paid invoice that says "Parts are in - see parts department. Parts: 0.0, Labor: 94.50. I was just glad that the price they quoted me seemed reasonable for two interior items, so I didn't read carefully.
I can't believe it's worth it to them to chase after something that was clearly their oversight!
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Re: Dilemma about car dealership service bill error
Well you know there were parts and you can see they didn't charge.
Are you ever planning on going to that dealership again??
Are you ever planning on going to that dealership again??
Re: Dilemma about car dealership service bill error
I'd be annoyed for sure, but I'd call back and find out the full story. Why were you quoted the price without parts? Seems odd.
I'd pay the bill, recognizing that somebody screwed up but that the repair was done, and parts installed. Truthfully, if somebody had quoted me $95 for 2 parts and labor at the dealership I would have known immediately that it was incorrect. I suspect the bill would be 2-3 times that much.
I'd pay the bill, recognizing that somebody screwed up but that the repair was done, and parts installed. Truthfully, if somebody had quoted me $95 for 2 parts and labor at the dealership I would have known immediately that it was incorrect. I suspect the bill would be 2-3 times that much.
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Re: Dilemma about car dealership service bill error
If the original quote had included the parts, would you have still gotten the work done?
Re: Dilemma about car dealership service bill error
Yes, I probably would have gotten the work done if it included parts, but I'm not happy about the poorly manufactured plastic sun visors and tenuous door handles that commonly break, according to internet anecdotes. That's the make, though, not the dealership. I don't think I'll return to this dealership for service unless there's a recall. My service contract has expired and I have a mom and pop mechanic I prefer. If they call today and are upfront about their mistake, I'll pay it, but I think they should discount it to cost since they botched it in the first place!
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Re: Dilemma about car dealership service bill error
I wouldn't pay more than the quoted price, that was their mistake.
Especially since the quality of the repair is not up to par.
Especially since the quality of the repair is not up to par.
Re: Dilemma about car dealership service bill error
How did you come to that conclusion?ArmchairArchitect wrote: the quality of the repair is not up to par.
Re: Dilemma about car dealership service bill error
The quality of the repair is fine, they replaced the broken parts and they work for now. It's the customer service and disorganization on their end that has been subpar. If I have to go back in to pay for the parts they didn't charge me for, this will literally be the 7th trip I've made to the dealership in the past month to take care of these minor repairs, not to mention several phone conversations that we've had to help them straighten out their confusion.
Re: Dilemma about car dealership service bill error
TTGO808-TTGO808 wrote:The quality of the repair is fine, they replaced the broken parts and they work for now. It's the customer service and disorganization on their end that has been subpar. If I have to go back in to pay for the parts they didn't charge me for, this will literally be the 7th trip I've made to the dealership in the past month to take care of these minor repairs, not to mention several phone conversations that we've had to help them straighten out their confusion.
Sounds like you had an overall bad experience. I'm not a confrontational person, but I would want to talk to the Service Dept management about the entire ugly breadth of this recent experience. You could relate the bad service experience in detail and finish by saying, "In light of all this inconvenience I would appreciate it if you would waive these parts charges, as a customer service gesture. I'd like to continue to do business here in the future, provided you address some of these problems I mentioned."
Re: Dilemma about car dealership service bill error
Goingup, Thanks for the verbiage!
Re: Dilemma about car dealership service bill error
I would not pay either, but I would be afraid of having them send the bill to collections.
Does your receipt say "Paid in full" or something like that?
Does your receipt say "Paid in full" or something like that?
Re: Dilemma about car dealership service bill error
They just stapled my credit card receipt to the top of the invoice.
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Re: Dilemma about car dealership service bill error
I would ask them to send me a final invoice, then write a check for the additional amount, mail it, and be done with it. That's the honest thing to do.
One cannot enlighten the unconscious. | "All I need are some tasty waves, a cool buzz, and I'm fine." -Jeff Spicoli
Re: Dilemma about car dealership service bill error
The price you pay for parts at a mechanic usually has a significant markup.
A compromise might be to offer to pay their cost for the parts.
A compromise might be to offer to pay their cost for the parts.
Re: Dilemma about car dealership service bill error
I'm surprised so many people are saying it's OK to just not pay for the parts. They put new parts in your car, so you should pay for them. Look on rockauto-dot-com or a similar website to see what a reasonable price is for the parts and use that as a benchmark if you must.
Now, complaining about the lousy service is another matter. I would definitely call up the service manager and have a conversation. I suspect that he will agree that some accommodation should be made in the amount owed. Perhaps it will end up that you don't owe any more, but that's different than lamely saying "it's their mistake" and claiming you don't owe any more. I don't think you should simply ignore the bill, play coy or refuse to pay it.
Now, complaining about the lousy service is another matter. I would definitely call up the service manager and have a conversation. I suspect that he will agree that some accommodation should be made in the amount owed. Perhaps it will end up that you don't owe any more, but that's different than lamely saying "it's their mistake" and claiming you don't owe any more. I don't think you should simply ignore the bill, play coy or refuse to pay it.
"The course of history shows that as the government grows, liberty decreases." Thomas Jefferson
Re: Dilemma about car dealership service bill error
Tell them you have paid in full invoice. End of story. Dealer service has such an insane markup anyway. Tell them to pound sand.
"Don't trust everything you read on the Internet"- Abraham Lincoln
Re: Dilemma about car dealership service bill error
I also am troubled at how often people recommend taking advantage of other people's mistakes on this forum. If the roles were reversed I'm sure they would be happy that someone was honest and paid the correct price.deanbrew wrote:I'm surprised so many people are saying it's OK to just not pay for the parts. They put new parts in your car, so you should pay for them.
"...the man who adapts himself to his slender means and makes himself wealthy on a little sum, is the truly rich man..." ~Seneca
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Re: Dilemma about car dealership service bill error
I would pay them. It is clear you got the parts for free. I would not go in to pay it but simply charge it to your credit card. To not pay, you will have taken advantage of somebody's error.
Last edited by Good Listener on Sat Jul 22, 2017 2:43 pm, edited 1 time in total.
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Re: Dilemma about car dealership service bill error
+1. I agree. I understand it was a frustrating experience but provided parts are within reasonable range of original quote, I would pay. The alternative would be to pay the original quoted price less what you have already paid.Good Listener wrote:I would pay them. It is clear you got the parts for free. I would not going to pay it but simply charge it to your credit card. To not pay, you will have taken advantage of somebody's error.
Re: Dilemma about car dealership service bill error
I ended up talking to the service manager and he apologized for the mistake. He offered a discount on the parts and I paid over the phone. I appreciate this forum as a sounding board for any ethical gray areas pertaining to money. Thanks for all your input!
Re: Dilemma about car dealership service bill error
I'd consider that a good outcome.TTGO808 wrote:I ended up talking to the service manager and he apologized for the mistake. He offered a discount on the parts and I paid over the phone. I appreciate this forum as a sounding board for any ethical gray areas pertaining to money. Thanks for all your input!
Re: Dilemma about car dealership service bill error
Yes, you saved some money, and have a clear conscience that you didn't cheat the dealership. And the service department has some constructive criticism, not just an unpaid bill. A good outcome all the way around.goingup wrote:I'd consider that a good outcome.TTGO808 wrote:I ended up talking to the service manager and he apologized for the mistake. He offered a discount on the parts and I paid over the phone. I appreciate this forum as a sounding board for any ethical gray areas pertaining to money. Thanks for all your input!
And I realize the phrase "cheat the dealership" probably lies at the heart of why many thought it OK to not pay for the parts. New car dealerships have a horrible reputation, not entirely undeserved. But whatever shenanigans go on when you buy a car, the parts and service departments are usually run pretty independently of the sales department. Someone in the parts department would have had to figure out how to handle the lack of payment for these parts.
"The course of history shows that as the government grows, liberty decreases." Thomas Jefferson