They are not up front with their service pricing. My wife dropped off our Jeep to have them look at our rear hatch that was displaying it wasn’t latched when it actually was - and was setting off the car alarm. While it was there she asked them if they could look at why the fan was making a noise, and let them know our key fob battery had been dying quickly lately. While we know there is ‘diagnostic fee’ they never told her there was one, how much it was, or that they would charge $120 for each thing they looked at.
They called her back and told her that we needed a new key, a new fan, and a new latch. And that it would cost $250, $480, and $275 respectively. We didn’t do the key because it didn’t make sense that we needed a new key, didn’t want to spend $480 on a fan right before we put it into long term storage for two years before we PCSed to Japan, and decided to fix the latch.
I went and picked up the car and the total came to $380. I looked at the bill and they charged a separate diagnostic fee of $120 to look at the fan that would of decreased the replacement cost of the fan by the diagnostic fee. Couple things here 1) if they told us it was going to cost $120 diagnostic for each discrepancy we would of never had them look at it and 2) if we would of known we already dropped $120 to look at the fan, we may have actually fixed it.
Lastly I looked at the key fob description and it didn’t say we ‘needed a new key fob’, it said to troubleshoot we need to start with ordering a new key fob. They never asked us if we had a second one or told us that in order to troubleshoot they needed a different key fob - just that we ‘needed’ one.
I talked to them in service about how they weren’t upfront with their service prices and that if they had we would of made different decisions and then called them after talking to my wife to see if she was told about the fees, that the fan cost included a fee we were paying already, and if they said we ‘needed’ a new key fob or if that was a troubleshooting step. She wasn’t notified of any of that and was told she needed a new key.
They’re response to me was ‘sorry you feel that way but those are our policies’. That’s fine those are policies but tell your customers before the fact. Not after the fact.