Not sure what to say, honestly. It seems no matter where you go for ANYTHING CAR RELATED in the Denver area you just can't find an honest service location.
My wife gets in for the oil change today, she had to cancel the oil change at the competitor location Monday since we had an emergency with our dog.
Oil change tire rotation, great simple, easy. Her phone dies while she's at the dealer waiting for the service to be done so she can't call me or text me what the pricing is going to be.
Joe comes up to her telling her what it will be and she says ok. (Thinking that's what an oil change and tire rotation is.) $394.36 for an oil change with some BG additives she knows nothing about and an EPR engine flush, and software updates that are complimentary at other facilities. Keep in mind this is our very first maintenance since purchasing the vehicle CERTIFIED PRE OWNED.
My wife gets home to show me the service and what they "did".
Absolutely blown away by the complete disrespect and advantage they had taken over her while she was there.
Let me tell you what the BG EPR service consists of.
Adding the EPR to the old engine oil and letting it idle for 10 minutes. Well that's $24.40 of the technicians HARD labor.
Draining the oil, changing the filter, adding the BG MOA to the engine oil and throwing a can of BG 44K Fuel system cleaner in the gas tank.
Then a tire rotation which she asked for.
With the level of experience I have in the automotive industry I am far from surprised, this was a great test run.
Hey guys I know it sucks having to work during covid 19 with a skeleton crew and a severe lack of hours for your techs to flag, but this is far from acceptable.
I spoke with the manager who was friendly but couldn't offer much more information as to what was involved with the Software updates and which ones were in fact updated.
For our first service a simple oil change and tire rotation couldn't satisfy the businesses or the service advisors thirst for making the most out of every customer. If 95% of your customers are falling prey to this, then I feel terribly sorry for your clientele.
It's funny how if you need warranty work done you have to schedule weeks out, but come on in today and we'll be sure we can get that gravy work and $400 out of your hard earned pocket.
Seems like the business made a bad decision by not including complimentary software updates anymore, seeing as how numerous ones across the state and country still do.
Oh and don't pay the $35 MISC CHARGE for shop supplies, the techs use 2 ounces of brake clean and one rag.
You think people would have it figured out by now, word of mouth travels faster than anything.
Attached is a screen shot from the competitor Volvo dealer showing the software updates.
My brother in law is a former employee of this company and he spoke so highly of them I was sure to have a good experience, how wrong we were.
Going over recommended services is certainly understandable, however not saying they're additional or what they are for, by being extremely vague is not something that is becoming of good business practices, and aligns itself more with sneaky sales tactics, in hopes of unnecessary updates. Again, make the most out of every paying customer, but disregard any mediocre quality of service when it comes to handling repairs that are needed to be covered under factory CPO warranty.
You say the shop supplies goes to special tools and the likes, which is fine, but that is also the cost of business overhang that is required for you to run a shop, not something that is just passed off to the customer because you chose to run a Volvo facility that requires "special" tools. What's so special about the tools required to do an oil change ? A wrench and a socket to remove the oil filter housing ? Give me a break, the incompetence runs deep here, very disappointed overall at the denials left and right from this organization. Offering a solution, based on the problem they created by the lack of communication and overall LACK of information provided by Joe at the time he was speaking to my wife during the process is not something that's going to be easy to make up. But, again, according to your service manager "95% of our clientele appreciate this."
I highly doubt that many people love coming in for an oil change and tire rotation and being taken for an additional $300 out of their pocket, especially during the state of the country we're all currently living in.