Dealer labor rate question.

91trunk said:
This is 100% my fault. There was a miscommunication between the advisor and myself. He said the truck needed plugs, I said "OK", he perceived that Anthony saying "OK" because I'm normally the go between for my customers and the service dept. I contacted Anthony letting him know it needed plugs and to find out if there were any special instructions. At this point he asked if they were covered, I didn't know (now I do, plugs are considered a wear item and they are not covered under any warranty even emissions) said I would get with the advisor. He asked about other item that might need to addressed, my assumption(again 100% my fault) was that the advisor would be contact Anthony about the plugs and the other issues. Again the advisor knowing I always get involved when my customers are in service figured we had spoken.

Once the truck was done Mike (the service advisor) called Anthony to let him know it was done. Anthony came in yesterday got the bill and came to my desk to question the cost. Again still thinking they had talked I called Mike (the service advisor) up to my desk, I told him that I would pay half the bill. I wasn't until I saw this last night did I realize that they hadn't. I told Mike to call Anthony to explain the situation, I don't know if they spoke because I had a customer late and Mike was gone by the time I left. So all in all Anthony paid for half of the bill plus his $100 deductible for the warranty items covered under his extended warranty.

The labor came straight from our Reynolds & Reynolds system, it's calls for 3.5hrs on R&R of the spark plugs plus the 1.0hr diag. We charge $100 an hour for labor, but Mike discounted it to $75.00 because it was Anthony.

Again this was 100% my fault, but the labor charged was not out of order, it was standard labor charges for the work performed.


From now I will be there is no miscommunication between the service dept, the customer and myself, I will still be the go between because I believe a good salesman provides service after the sale. I can say this is the first time I've had a problem like this in the last 15yrs of selling cars. There was no "price gouging" or "running a bill up" it was a simple mistake on my part.
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well now that we cleared that up i think you owe Anthony a steak dinner and a beer just to ease the emotional pain caused by this miscommunication you speak of.
 
91trunk said:
This is 100% my fault.
it was a simple mistake on my part.
Click to expand...

You Sir took the High Road ! ...
congratulations on being a good businessman there are Damn very few of you left

you took care of your customer by admitting a (mistake )
and took steps to correct it !
Too many companies today just say (fuck it ) its only 1 customer


but now ...
be ready for all of us ( and your sales manager ) to give you a bunch of shit for fucking up in the first place !
 
The learning lesson here is that extended warranties aren't worth the paper they are printed on. Pure profit for whomever is selling them.
Secondly, dealership service rates are extremely high. Given their overhead (lots of employees, big buildings, lots of tools, probably a ton of insurance, etc) I can understand the need to charge a premium.
I experienced a similar quote to change spark plugs on my Jetta. The dealership wanted ~$420. I paid them a diag fee & did the plugs myself for $20 and half an hour of my time.
 
mdhmi said:
The learning lesson here is that extended warranties aren't worth the paper they are printed on. Pure profit for whomever is selling them.
Secondly, dealership service rates are extremely high. Given their overhead (lots of employees, big buildings, lots of tools, probably a ton of insurance, etc) I can understand the need to charge a premium.
I experienced a similar quote to change spark plugs on my Jetta. The dealership wanted ~$420. I paid them a diag fee & did the plugs myself for $20 and half an hour of my time.
Click to expand...

You couldn't be more wrong about the warranty Anthony has on his truck, but everyone is entitled to their opinion. His warranty is backed by Ford, it's not some bullshit aftermarket company, but again you are entitled to your opinion.
 
My post wasn't to bash Matt at all. Sorry if it came off that way.

Everyone thinks Matt is 6'4"...... He's not....... He's 12' 8"cause the guy is CONSTANTLY bending over backwards for me and my family.

When I send people to him, I don't ever call him a salesman, I tell them go see my friend at varsity ford. He will do everything he can to help you out.

( waiting for nick to pop in with a bending over joke )

I was just looking to see if that seemed correct after taking with a few friends. I know there are some dealer guys on here.

Mike Collins is a great guy who is always happy to see me leaving the service bay! I also wasn't pointing at him either, he only goes on what the tech tells him.

To me it just seemed excessive in the hours or it all the labor hours were put in that by mistake.

The air pump and blower motor are harder to get to and rnr imo
 
Anthony said:
My post wasn't to bash Matt at all. Sorry if it came off that way.



To me it just seemed excessive in the hours or it all the labor hours were put in that by mistake.

The air pump and blower motor are harder to get to and rnr imo
Click to expand...

Reynolds is a dealer system, aftermarket usually uses Mitchell or Motor for estimating times. I really don't know what the job pays on either but whoever makes the labour guide is out to lunch on a lot of stuff.
Working at a Chrysler dealer I can tell you this, there is a recall on Jeeps right now that wants you to drop the whole headliner to install wiring guides.....pays 1.2 hours, the whole job. If you were to take the whole headliner out to do it you would double that easily. At the same time lower control arms on a Caliber pays 1.8 hrs per side, they take maybe .5 each, so you go by the book, sometimes you get bent over, sometimes you bend people over, but whaddya gonna do?
 
"Sir, I dont know which cylinder it is, but I'd suspect something ignition is acting up through 4 hours of diag as its cough random multiple misfire cough throwing a P0300"
 
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