Car Service complaint

Posting this here as not sure how to go about this in the correct manner.

Back in December we brought our Nissan Quashqai (2016) for a service in the main dealers. We were told it would be a full service which was ok and the cost was 350 euros. During the service we got a call to say we needed front/rear break pads along with all new disks which could cost an additional 550 euros. Given the time of year we could not afford 900 euros. The mechanic said our rear breaks pads were 90% worn and the front pads were worst so we agreed to do the front with a view to doing the rear and all disks in the new year. we have a second car so we basically avoided using the Nissan on long distance trips until all break parts were replaced. At the weekend I took the car to a local mechanic who ordered new rear break pads but thought he would take a look before ordering new discs as he thought it was strange that the disks needed replacing after 60k milage. After the mechanic had a look he called me to say that the discs were fine and did not need replacing. he also said the rear break pads had 50% worn and not 90% worn as per the Main dealer mechanic. I have asked the manager in the dealers to call me to explain how I have a report saying my rear pads are 90% worn and a mechanic has said they are just 50% worn. How do we know the front pads were not as worn as we were told also. And to also explain why the disc were to be replaced.

is there a more formal method of raising these complaints?

That's why I avoid buying a new car because you have to go to these main dealers to get a service done and they are away OTT not a lot you can do because it's one engineers word against another and Nissan engineer felt they needed to be replaced it's his professional oppion and garage will stand by that

Yes agree but we still have the break pads on the car which are showing as 50% worn and we still have the discs. At the same time we have a report from the main dealers showing false information. if theres nothing we can do then its a sad state of affairs as we just lie down and let this happen. I'm sure this is widespread but it is completely wrong and should be highlighted.

random2011 said:

I'm sure this is widespread

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I've no doubt this is true and has been for a long time. Another similar post in relation to main dealers, by PaleRider here

In your case, it's one engineer's opinion against another - not too sure who you can complain to though

galwaypat said:

because you have to go to these main dealers to get a service done

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You don't, the warranty terms may specify you must use original manufacturer parts and approved consumables, but they are not allowed tie you to their servicing.

galwaypat said:

That's why I avoid buying a new car because you have to go to these main dealers to get a service done

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No you don't. This has not been the case for years, one of the benefits of being in the EU. A VAT registered business, supplying detailed invoices and using quality parts can do the job cheaper and probably better. These people are not engineers, they are automotive technicians or mechanics in old money.

One of the "tricks of the trade" with faulty or failing tyre pressure monitoring systems (TPMSs) is to superglue the defective part into its safe reading position, saving the cost a new part and the work of resetting the car's ECU. Other tricks include removing bulbs for any warning lights on the dash board and charging for repair work not done. If removing the bulb triggers a circuit checker warning, they remove the fuse. These are examples from cars imported privately from the UK, so it seems to be a general motor trade problem rather than just an Irish one.

The way to fix the issue of car dealers lying to their customers is to vote with your pen and feet. Report the incident to Nissan HQ and take your business elsewhere.

mathepac said:

No you don't. This has not been the case for years, one of the benefits of being in the EU. A VAT registered business, supplying detailed invoices and using quality parts can do the job cheaper and probably better. These people are not engineers, they are automotive technicians or mechanics in old money.

One of the "tricks of the trade" with faulty or failing tyre pressure monitoring systems (TPMSs) is to superglue the defective part into its safe reading position, saving the cost a new part and the work of resetting the car's ECU. Other tricks include removing bulbs for any warning lights on the dash board and charging for repair work not done. If removing the bulb triggers a circuit checker warning, they remove the fuse. These are examples from cars imported privately from the UK, so it seems to be a general motor trade problem rather than just an Irish one.

The way to fix the issue of car dealers lying to their customers is to vote with your pen and feet. Report the incident to Nissan HQ and take your business elsewhere.

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Thanks Mathepac. I will be taking the business elsewhere. We have spent a small fortune for standard servicing over 3 years. I will look at reporting this further to Nissan. I thought perhaps there was also a generic method for reporting issues in the motor trade..a type of ombudsman of sorts.

You're welcome. Oh and a letter of complaint to the dealer first maybe, stating the facts as best you can recall them (dates and times too if your phone has a record of the calls). Just ask for an explanation. Matters of opinion or differences of opinion won't hack it here, break pads and discs can be measured to establish exactly how much "meat" is left on them compared to an original item.

mathepac said:

You're welcome. Oh and a letter of complaint to the dealer first maybe, stating the facts as best you can recall them (dates and times too if your phone has a record of the calls). Just ask for an explanation. Matters of opinion or differences of opinion won't hack it here, break pads and discs can be measured to establish exactly how much "meat" is left on them compared to an original item.

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And thats exactly where I was going with this. I have a report from the day stating what is left on the break pads and if they were measured today they would show the report to be inaccurate by approx 30% at least. We were told to replace 4 parts (pads and disks - front and rear) Today we can show that 3 out of the 4 do not need replacing.

Jazz01 provided a link to a similar post by myself, I'm working through that right now, like you I want to 'out' the dealership for similar reasons, I am determined.

I spoke with another dealer who suggested I do a google review, it seems he has clients calling into them quoting Google reviews, you must leave your name and as such be careful to be factual, I will be doing that in due course myself.

Shame there is no website where shoddy business practices. Upselling by deception and indeed good service can be recorded for the motoring public.

Take your business elsewhere and tell all your friends and family about your experience there and bring it to Nissans attention, not that they will care but I would anyway.

Palerider said:

Jazz01 provided a link to a similar post by myself, I'm working through that right now, like you I want to 'out' the dealership for similar reasons, I am determined.

I spoke with another dealer who suggested I do a google review, it seems he has clients calling into them quoting Google reviews, you must leave your name and as such be careful to be factual, I will be doing that in due course myself.

Shame there is no website where shoddy business practices. Upselling by deception and indeed good service can be recorded for the motoring public.

Take your business elsewhere and tell all your friends and family about your experience there and bring it to Nissans attention, not that they will care but I would anyway.

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Yes I read your other thread. Unbelievable to think this happens without any risk to the garage. We need to do more to prevent garages taking advantage and ripping off their clients. I would presume that not all garages do this but the ones that do should be named and shamed. There needs to be better governance and an avenue for customers to pursue if they feel they have been taken advantage of. As a country we let things like this fly far too often. It would be interesting if other aam members could share any stories they may have or may have heard. BTW I am still awaiting a call back from the dealers but I imagine I will have to call them again but don't expect much in the way of an outcome.

random2011 said:

It would be interesting if other aam members could share any stories they may have or may have heard.

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Here’s my recent experience with a Mazda main dealer;

I dared to question my local Mazda dealer as to why my air and fuel filters were not changed on my 3 year service, the Mazda service schedule clearly says they should be replaced every 3 years.

They were changed last year I was told.

But why were they replaced last year on a low mileage car when the Mazda schedule clearly says they only need replacing every 3 years ? that’s not the way we do things around here the service manager explained, we think it’s better to replace them every 2 years.

I argued, if there is a reason to replace before the scheduled time, fair enough. But to routinely do so is putting the customer to unnecessary expense. The service manager did not seem to understand why I was questioning this, again saying that’s the way it is done around here, nor did he seem to understand why I might expect a Mazda main dealer to carry out the service as per the Mazda schedule rather than the way it is done around here schedule.

I now don’t know what else was done unnecessarily or what should have been done but wasn’t.

Is it not reasonable to expect the main dealer to follow the manufacturers service schedule?

Now the warranty is up I will be back to a trusted local mechanic for future maintenance.

Did you buy the NISSAN as brand new? I take it you did. What type of driving do you ie town or long distance? Is it an automatic? Is it petrol or diesel? 60K on brake pads would be classed as very good but saying discs need replacing they should state why, it can only be rust, warped, or lined.

If you kept your invoices you should go back and check them and did the garage issue a heath check for each service? Good garages give a health check, it mentions, brake wear and tyre wear.

You were right to be suspicious.

You should right to NISSAN expressing concern that the discs on new vehicle are showing need of replacement(mention service garage) and that brake pads have worn excessively. You are now concerned that discs may have an inherent fault etc etc. Lay it on thick. Discs can last lifetime of car.

You will notice that dealerships are offering free servicing now and that's not good either as they will find bits to charge.

NB When I get car serviced I keep ALL the records. Its just habit. At mazda, they should have you on computer and give you a printout of each service, then you can check what the did at each interval.

There is a very poor mazda near me, car left in and when collected, no service done!! Not nice.

twofor1 said:

Here’s my recent experience with a Mazda main dealer;

I dared to question my local Mazda dealer as to why my air and fuel filters were not changed on my 3 year service, the Mazda service schedule clearly says they should be replaced every 3 years.

They were changed last year I was told.

But why were they replaced last year on a low mileage car when the Mazda schedule clearly says they only need replacing every 3 years ? that’s not the way we do things around here the service manager explained, we think it’s better to replace them every 2 years.

I argued, if there is a reason to replace before the scheduled time, fair enough. But to routinely do so is putting the customer to unnecessary expense. The service manager did not seem to understand why I was questioning this, again saying that’s the way it is done around here, nor did he seem to understand why I might expect a Mazda main dealer to carry out the service as per the Mazda schedule rather than the way it is done around here schedule.

I now don’t know what else was done unnecessarily or what should have been done but wasn’t.

Is it not reasonable to expect the main dealer to follow the manufacturers service schedule?

Now the warranty is up I will be back to a trusted local mechanic for future maintenance.

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Thanks for sharing and I agree with you on going to a local mechanic. They probably have much more experience than the main dealer whose mechanics could be just starting out in the industry and you don't have to pay through the roof for basic servicing. That would be another interesting exercise to compare what people are paying for standard and full services from main dealers and local mechanics to see the real inflated differences in costs.

NOAH said:

Did you buy the NISSAN as brand new? I take it you did. What type of driving do you ie town or long distance? Is it an automatic? Is it petrol or diesel? 60K on brake pads would be classed as very good but saying discs need replacing they should state why, it can only be rust, warped, or lined.

If you kept your invoices you should go back and check them and did the garage issue a heath check for each service? Good garages give a health check, it mentions, brake wear and tyre wear.

You were right to be suspicious.

You should right to NISSAN expressing concern that the discs on new vehicle are showing need of replacement(mention service garage) and that brake pads have worn excessively. You are now concerned that discs may have an inherent fault etc etc. Lay it on thick. Discs can last lifetime of car.

You will notice that dealerships are offering free servicing now and that's not good either as they will find bits to charge.

NB When I get car serviced I keep ALL the records. Its just habit. At mazda, they should have you on computer and give you a printout of each service, then you can check what the did at each interval.

There is a very poor mazda near me, car left in and when collected, no service done!! Not nice.

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Yes car was bought brand new, is diesel and manual. A mix of long/short distance driving. Wife was on maternity leave last year so all short distance for e.g. 60k in 3 years

We have all invoices/records of service also.

twofor1 said:

Is it not reasonable to expect the main dealer to follow the manufacturers service schedule?

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All Dealers must follow the manufacturer servicing schedules, they will try and upsell when they have your car, change wipers being a common one.

Many cars now have a servicing period built in to the purchase price, my wife's car has, when I left it in I made very clear that there were to be no extras apart from the scheduled servicing and I wanted no phone calls about anything while they had the car, they could note something for me when I picked it up if they wished...they did...guess what...the wipers ;-)

I have a 2010 car with 116 km's on the clock, same discs., depends on the driving of course, I use my brakes lightly, only you as driver can call this but like pads these are easily measured and pads/discs
are not a challenging job for the handy diy'er never mind a competent local mechanic.

I've heard Dealers called Stealers which I've thought was a tad unfair until I had my own experience with a service Dept in a Ford Stealers, I think the message is stay away from a main dealer unless you have warranty and even then have a motor engineer on standby to question everything you are told, I'm not going to discuss their prices, whole different story there.

A few other wrinkles to watch out for.

If the stealers invoice you for changed filters, air filters or pollen (also known as cabin filters) check they have actually been changed. How? Well you could mark the filters (unobtrusive TippEx dot on the original photographed before the service) but you'll need to get access to them to do that. Opening the air filter box in the engine compartment is easy, but getting access to cabin filters may mean taking the glove box out.

I once had a garage try to bill me for changing an air-filter. I mentioned to the service manager I thought that was unusual. He told me if the mechanic thought it was necessary then he had authority to change it as per the manufacturer's maintenance schedule. I asked if I could speak to the mechanic and I was told he was off that day. I asked the service manager to watch as I opened the air filter box and showed him an expensive after-market K&N filter, resuable after washing and re-oiling every 50,000/60,000 miles, fitted by me at a cost of €80. No €10 paper filters in my cars at that time. I asked to have the entire service carried out again overseen by me as I had no confidence they had actually done anything on the invoice. After some bluster and faffing around I got waht I asked for and never went back again.

Oil services demand that the sump plug gets removed and the oil gets drained from the sump of a warm engine, referred to as "dropping" the oil. Unfortunately these days that means removing (and refitting!) the undertray from a modern car, a simple exercise but time-consuming. The modern solution is to remove the dip-stick from the engine and syphon the oil out the dip-stick tube. This means that any sludge gathered at the botttom of the sump stays there as does a significant amount of oil, saving the stealers time and new oil. Will you be charged for less oil/less time for this "service"? Hazard a guess.

Two possible ways to detect this carry on. One is to remove the undertray before the service, clean the sump-plug with Jizer or some other degreasant and when clean and dry paint the entire sump-plug with TippEx. You will not get a spanner on the plug without dislodging the TippEx. If it remains pristine then they've attempted to rob you. A slightly easier method is to treat each of the cleaned and dried undertray screws liberally with TippEx and examine them afterwards. In either case photograph your handiwork as evidence.

Could this be the basis of a consumer's guide to defensive car servicing? TippEx is the greatest invention since the ICE, IMO!!!

Very interesting indeed. I was telling a neighbour on Saturday of my experience and she relayed an even worst experience. She was involved in an accident a few years back and the garage gave her a quote which she proceeded with. The list of parts required for the repair was extensive and the insurance company had agreed to cover costs. She later found out that the garage had exaggerated the list of parts and in fact changed very little. Apparently all the parts were ordered at a cost of a few grand but very little new parts were actually used. She was later told that the parts bought were found in the corner of the garage after the car was repaired and released so either the parts were not needed or the garage used parts from another car/unlucky customer and kept the new parts for the next job.

I hope she reported the garage for insurance fraud.

Have to say over the years I have rarely had a good experience with main dealers.
Often its been a very bad experience. It would actually put me off buying a new car.

Going to a local recommended mechanic has always been much better.