Get a written quote! I scheduled a service on my Ram 3500 to have the serpentine belt and tensioner replaced and I was sorely disappointed. First I showed up for my 8:30 appointment 15 min early only to be told that my appointment was actually at 10:30. I was quoted 1hr for the belt and tensioner (I was supplying the parts) @$109/hr. This was verbal and my mistake for not getting it in writing. On the phone the service advisor (Cathy) was so nice she upsold me an oil change for $150. I expected my bill to be in the $300 range. During the work they discovered my water pump was bad and were able to get me an aftermarket on for $250+1.8hrs labour. Ok, Now I am in the $850 range, manageable. I showed up at 5:30pm to get my truck to find all the service dept people gone for the day and the receptionist with a bill for $1093. You can imagine the surprise! I took the evening to examine the bill, which didn't have much of a breakdown so I went to visit the dealership in the morning. Howard, the service manager met me and in a weasel like way, threw the service adviser under the proverbial bus. It was then explained to me that yes, the labour rate is $109/hr but because my truck is a diesel, that rate increases to $140/hr. I was told I should have asked what the rates were for diesels. I had no idea there were different rates. Then I was told that yes, the tensioner was 1 hr labour but the belt installation was another 0.7 of an hour to install. I understand book value of service time but to replace the tensioner and check it is in the correct position, You Have to Remove and Replace the Belt!
I didn't get a written quote so I paid the bill. What I was told would be 2.8hrs labour turned into 3.5 and the extra $32/hr for labour explained the difference in price almost. $62 for shop supplies seemed a little excessive but all I got from Howard was a shoulder shrug. I went in looking for and explanation and that's what i got. Not an apology for the misunderstanding, but some slightly condescending advice about getting a quote ahead of time.
I gave 1 star as a rating because the price of the oil change was good. They supposedly rotated the tires but somehow missed the tie rod end that also needed replacement. their website says that the service dept is open until 5:30 but I was told that i was wrong about that too. The tie rod end is being replaced at Pothier Motors. Its worth the 45min drive.