I drive a company leased vehicle. A service was scheduled for the ‘works package’ which is a tire rotation, oil change and multi-point inspection. Pretty standard visit.
When I dropped off the vehicle in the morning i mentioned a few other issues that I thought should be looked into. One was the radio on/off dial was stuck and some fault messages were randomly coming up on the display. I signed the work order and left. Again seems pretty standard.
I heard back from the advisor around 5pm with an update on the vehicle. This is where everything came to a standstill.
The advisor explained what the technicians discovered about the issues. The dial part is $730 full replacement part, the fault messages (codes) were cleared but they need more time to determine if parts need to be replaced.
He started to continued on until I stopped him and asked, “all this is under warranty right?” And he said, “No, the warranty has expired”. I asked him to stop all work on the vehicle and then started questioning why I wasn’t called about the expired warranty before any work was started. If I had known there wasn’t warranty I wouldn’t have had the issues checked but I wasn’t given that opportunity. His response was they can’t determine warranty unless they have a part number. Then I was told I would have to pay the labour of around $240 plus taxes. Which didn’t make any sense to me.
Long story short, the advisor finally admitted that he didn’t look at the mileage when the vehicle was dropped off only after a co-worker stepped in. The co-worker pointed out that mileage is the indicator to determine if the vehicle is under warranty or not. He reversed the charges.
My experience left me questioning, was this an attempt at a money grab or was it an untrained advisor? Regardless, the trust has been broken so I’ll be looking for another place to service my vehicle.