Car dealership ripoff: Hidden-camera investigation

Car dealership ripoff: Hidden-camera investigation

>>David: Fasten
your seatbelts. Is your car dealership
ripping you off?>>1,200-dollar service
they were recommending. None of which was needed.>>David: We’re undercover.>>You guys are
missing everything. Tire rotation, brake inspection.>>Again, overselling.>>David: High-pressure tactics.>>I felt like he was
trying to scare me.>>David: Plus, insider secrets.>>You have to up-sell them. They come in for an oil change,
you’re up-selling somebody.>>David: I’m just trying to get
to the bottom of why you’re recommending service that
isn’t required on a vehicle.>>David: This is
your Marketplace. [ ♪♪ ]>>David: At some point,
we all do this.>>Hi, I want to
drop my car off.>>David: But when
you bring your car to the dealership for service…>>David: How do you know
what they recommend…>>David: what’s
really needed? [ ♪♪ ]>>David: To find out we’re
recruiting Jessica Celsie.>>You don’t really know
who to trust when it comes to getting your car fixed.>>David: With her newly
purchased 2008 Honda Civic. [ ♪♪ ]>>David: This is our bait car. First, we ask Jessica
to bring it to this garage for a pre-inspection by licensed
mechanic Mark Whinton.>>Hi nice to meet you.
>>Nice to meet you. Have you had any
issues with it at all? Is there any lights coming on?>>Nope, nothing.>>Any rattles?>>Nope, no rattles.>>None whatsoever? So it’s completely dependable? It’s starting?
It’s running all right?>>Yes. [ ♪♪ ]>>David: After taking
it for a test drive, he begins. Once an instructor, Whinton is
now a vehicle safety advocate. The verdict?>>Change the wiper blades,
rotate the tires. Ummm, that should be it. [ ♪♪ ]>>David: Jessica’s ready
to check out what this Toronto Honda
dealership recommends.>>Well, based on my past
experience with dealerships, ummm, you know,
i have a feeling they’re going to
try and up-sell me.>>David: And Jessica’s
not alone. We’re hearing similar concerns
about up-selling at dealerships from across the country. [ ♪♪ ]>>David: Including
from Cathy Knight…>>This looks like the
road our house is on. It would be there but–>>No, that’s the
way to the park.>>David: Cathy likes to take
her grandson, Joe, around Ottawa in her 2011 Ford Fusion.>>There’s the park.
See, Joe? We just passed it.>>David: When her car
needs to be serviced, she and her husband Craig always
take it back to the dealership.>>David: Why is it important
for you to go to the dealership to do your maintenance?>>They know the car best, and
i just have confidence in them.>>You develop a relationship,
you depend on them to give you advice, when they give
you advice, you take it.>>David: Last fall, Cathy
needed her snow tires put on. So Craig makes an appointment
online with their dealership. But get this, before
even inspecting her car, he gets an email back,
telling him it’s also due for factory required maintenance.>>And it was changing the spark
plugs and the intake manifold gasket and changing
the transmission fluid, the PCV valve. And holy cow,
$1200 bucks worth of stuff? i was just going to get the snow
tires put on and an oil change.>>David: Time to
get a second opinion.>>Cars today,
absolutely, unequivocally, require less service.>>David: So, how do i know,
when i go to the dealership, what maintenance i really need?>>Oh, that’s easy. You go to your car.
>>David: Yup. Pull out your owner’s manual.>>You take out the owner’s
manual and right here is the required maintenance schedule. In it will be exactly
what needs to be changed, what exactly needs
to be inspected. These people
designed and built the car. They are the source of
information when it comes to maintaining the car.>>David: What the manufacturer
suggests in the owner’s manual for maintenance and
what the dealer suggests are two different things?>>In most cases,
yes that’s true. They’ll tell you that you
need more maintenance than your car actually needs. In some cases, some
maintenance procedures your car doesn’t require at all.>>David: So, what about that
list of what Cathy’s dealership says she needs?>>PCV valve, I wouldn’t
bother changing it. It’s a lifetime product now. The spark plugs in this car,
according to the owner’s manual, is good for 160,000 kilometers. She is nowhere near that. Change the automatic
transmission fluid, no.>>David: That’s a big list and
you just said no to a lot of it.>>Yeah, absolutely.>>David: So what’s going on?>>Well what’s going on here is
the service advisor is trying to sell this woman a lot
more work than she needs.>>David: Back in Ottawa,
Craig decides they’ll stick to what’s recommended
in the owner’s manual. But the dealership pushes
back, telling him the manual is describing “normal”
driving conditions. Here in Ottawa, we have
“special” driving conditions, due to the harsh weather.>>The owner’s manual
says nothing at all about special conditions about Ottawa
or any other particular city or geographic area or country,
and doesn’t say anything about the cold weather. it doesn’t.>>David: But it’s too
late for Cathy and Craig. Did you do the spark plugs?>>I did, eventually,
several months later.>>David: How do you
feel about that now?>>That i was dumb,
that i got taken in.>>David: ‘Cause this
says, right here, in the thing that’s in
your car, 160,000 kilometers.>>Yeah, that’s another
two or three years of driving. In spite of knowing
better, i still did it.>>David: Because?>>Because they
recommend it and they sort of plant that little seed of
doubt, and you think, well, maybe they DO know
what they’re talking about.>>David: Dealerships
in Canada can make, on average, only about $1000 to $2500
on each new car sale. So their service centres have
become important money makers. [ ♪♪ ]>>David: Back on
our undercover test, Jessica Celsie checks
in at Parkway Honda.>>Okay.>>Okay, thank you. [ ♪♪ ]>>David: A couple hours later,
Jessica gets a phone call from an Assistant Service
Manager at Parkway Honda.>>Okay.>>Wow. Is that something
that I can think about?>>Okay, thank you.>>Bye.>>Wow.>>David: 621 bucks to replace her rear brakes? They also recommend a $112
for a brake fluid flush.>>If she changes them now,
she’d be changing them a bit early. She’s got 40% left. And that might take
another six months. She might get a year out of
it, depending on her driving.>>And I didn’t notice
anything driving the car.>>I didn’t either. When I had the drums
off, everything looked perfectly normal
for that age of break.>>David: But there’s
something critical the dealer is not mentioning. The largest recall
in automotive history. Metal fragments from the
exploding ammonium nitrate capsule inside Takata airbags
have killed at least 14 people. Hurt more than 180, including
a metal shard that went through this woman’s face in 2013, while
she was driving her Honda Civic.>>I’ve taken the VIN off
your car and run it through the Honda system. Your car has a passenger side
airbag that’s made by Takata…>>Wow.
>>: ..that needs to be changed.>>Wow! So why wouldn’t they have
mentioned that to me? He basically said he would
be doing everything short of a safety on it, which, in my
mind, should include an airbag.>>That is the
number one safety problem facing your car right now.
>>Right.>>It’s not rear brakes. it’s the airbag recall.>>And so, for him
not to mention that, is unbelievable to me. [ ♪♪ ]>>David: Jessica heads
back to pick up her car. Maybe the tell her
about the recall in person. The same Assistant Service
Manager from the phone call hands her the results
of their inspection. But, under any
outstanding recalls, incredibly, it’s checked “no”. Jessica gives him
another chance to own up.>>In the first three or four
times I asked him if there was anything wrong with the
car or if it had any other safety concerns other than
the brakes, he said no.>>David: But then,
without having to look it up…>>He finally said at the end, “Oh, yeah, I think
there’s a recall,” and then he made mention that
he didn’t have the part and he’d have to book
a later date for me. That just makes me sick.
because I’m now driving a car that’s unsafe to both
me and my passengers.>>David: We contact this
Assistant Service Manager for an explanation,
but get no reply. Why would a dealership
not tell a customer about this?>>The dealership has
this business relationship that’s special, under contract,
with the manufacturing facility. In that agreement, they have to
do work at a much-reduced rate.>>David: Do you think that
ever influences dealerships telling people about recalls?>>Absolutely.>>David: So did it
influence Parkway Honda? For weeks, we’ve been asking
Parkway Honda to come on camera to explain why they’ve been
recommending Jessica get service she doesn’t need but not
telling her about the service that she DOES need. Well, they’ve told us
they’re gonna do an internal investigation
but they will not talk to us on camera. That’s what they’ve said. Let’s go chat with them. [ ♪♪ ]>>David: Service Manager
Ara Pashayan stops me at the door.>>You’re not allowed
in with a cameras. This is private property. We’d ask that you leave.>>David: Okay, but you have
an answer about why she’s not being told about the recall?>>Please, leave. You were not allowed here
but you guys are showing up.>>David: But it’s still…
it’s, you know, that’s not an answer to the
question about why she is not being told about a recall.>>Thank you.>>David: It’s still
not an answer.>>We please ask
that you leave.>>David: The up-sell continues.>>That’s just funny. That’s, like, totally made-up.>>David: This is
your Marketplace. [ ♪♪ ]>>David: The real deal on dealerships. [ ♪♪ ]>>David: We’re heading
undercover again, testing the advice you get
at dealership service centres. Bait car number two,
a 2013 Jeep Wrangler. The owner, Eric, works for us. And for months, he’s been
getting e-mails, telling him to bring the Jeep in for service. So we ask him to make
an appointment here at Toronto Chrysler Dodge Jeep Ram.>>Hello.
>>Good morning.>>David: What will this
service advisor recommend?>>David: But check it
Eric’s owner’s manual. It says it can be up to 16,000
kilometres or 12 months before the change oil message appears. There is no message, and it’s only been eight months
and just over 2,000 kilometres since Eric’s last oil change.>>David: Her assessment
isn’t over yet. It’ll take a couple hours
for their technician to do an inspection. In the meantime, we want to
get some inside knowledge so we track down
a former Service Advisor, willing to share trade secrets.>>When you’re
a Service Advisor, you are a salesperson. This is how you
make your living, right? So you have to up-sell them. They come in for an oil change,
you’re up-selling somebody.>>David: Lucas Leung worked at
six different dealerships.>>We present it, in a way,
and let them know that this is what you should do. If you don’t do it,
what’s gonna happen.>>David: I’m a
customer coming in. What you say to me,
right out of the gate?>>Hey, so, I see that you’re
here for an oil change today. You’re at 150,000
kilometres, actually, and you’re due for a timing belt
as well as a coolant flush. You can do it, it’s up to you. But if you don’t do it, what
happens is the belt might wear out and, when
it wears out, you know, like, this could cause
overheating of the engine or cause even more
problems down the road.>>David: So, was there ever
something in the dealership that looked different from what
the owner’s manual said in terms of a schedule?>>They would have a
little board that shows you what needs to be done what
kilometres but then, there are things on the side
that they do recommend… that’s suggested. You know,
recommended but not necessary. For example, power steering
flush, throttle body service, transmission flush. You accumulate an X-amount of
numbers each month and you get paid based on that.>>David: Meanwhile,
Toronto Chrysler’s inspection is complete.>>Not acceptable?>>David: We show the
footage to Mark Whinton.>>The truth of the matter is,
you’re gonna void your warranty if you don’t follow Chrysler’s
scheduled maintenance advice, not hers.>>This person saying, you know,
you need to change your oil every three months. No, this goes against
what Chrysler says to do with its own product.>>David: The Service
Advisor lists their other recommendations.>>David: Really? She doesn’t know we’re
also getting Mark Whinton to do his own inspection
of the Wrangler. [ ♪♪ ]>>David: So, does
he need brakes?>>I wouldn’t do that. I would wait
another year or two. Given how much this
car is being driven, it makes no noise,
the brakes have full power. Are they worn down? Yeah, they’re
about half worn down. But the owner’s gonna
get another, you know, year or two out of this. No problem.>>David: The service
advisor’s not finished.>>I just inspected this car. It does not need an alignment. The air filter doesn’t need
to be replaced once a year, according to the
maintenance schedule. Again, overselling. There’s a conflict of
interest in this business, and it’s kind of hidden. People do not know they
work on commission, but they do.>>I would say 90%
of these dealerships do work by commission.>>David: How much of
your salary could end up being on commission?>>More than 50%.>>David: More than 50%?
>>More than 50%.>>David: Really?>>At one of the dealerships
I worked for, I was at a 100% on commission.>>David: Was that an incentive
to sell something that either wasn’t necessary or wasn’t
necessary at that moment?>>Yes, I would
definitely say so. Being on 100% commission,
I was very nervous, like, every day because
you don’t know how much you’re gonna be making. Some customers may not
necessarily need it right away but they’re obligated to do it
because of how I advise it, how I put it on the table. [ ♪♪ ]>>David: Back at
the dealership…>>David: Well, we checked
the spark plugs in the owner’s manual and it says
Eric’s don’t need to be changed for another 107,000
kilometres or six more years!>>You do not
recommend flushing it. And, as far as this other stuff,
it might get tighter, the steering? That’s a great one. I mean, that’s just funny. That’s, like, totally made-up.>>Okay.>>David: We do have questions. We call and e-mail but this
Service Advisor does not reply. We also contact the dealership. But getting answers from
Toronto Chrysler Jeep Dodge Ram? That’s been the tricky part. So we’re gonna pay them
a visit, ask in person. General Manager Dave Dodds. Hey, how are you?
>>Good, how are you?>>David: Good, I’m David
with CBC Marketplace.>>David, I’m sorry,
but this is private property and I’m afraid I’m gonna
have to ask you to go.>>David: I can go but I’m
trying to get to the bottom of why you’re recommending
service that isn’t required on a vehicle.
>>Please, please, please.>>David: Or why you’re
recommending service more frequently than
the manufacturer? Do you have a sense on that? Why you’re recommending
that service that often? Do your Service Advisors
work on commission? [ ♪♪ ]>>David: The dealership
is owned by Auto Canada, based here in Edmonton. With 65 franchises across
the country, it’s one of the largest auto dealer
groups in Canada. We do some digging and find
out, so far this year, they have made more on service
than they have on selling new and used cars combined! Well, we ask for some more
information, they won’t come on camera, but the
president of Auto Canada writes to us and says he “applauds the manufacturer’s
maintenance schedule,” without explaining why his
dealership isn’t using it.>>David: Will the
government crack down?>>If someone is found guilty,
the penalty can range from a fine to
jail time, potentially.>>David: This is
your Marketplace. Get more Marketplace. Sign up for our weekly newsletter at [ ♪♪ ]>>David: This is
your Marketplace. Caught on camera.>>My understanding was
I was supposed to bring it in for regular maintenance.>>David: Aggressive up-selling.>>David: Misleading
inspections.>>Had I not pressed him several
times, he wouldn’t have even mentioned the recall.>>David: If this happens, is
there anybody protecting you? To find out, I head to
Ontario’s watchdog. The Ministry Of Government
And Consumer Services. Hey, Harry, I’m David with CBC.>>Nice to meet you.>>David: Yeah, get to meet you. Spokesperson Harry Malhi. What is the law say about
a repair shop telling you you need to do something
before you need to do it or you don’t even
need to do it at all?>>Repair shops cannot offer
services that aren’t needed.>>David: Does that
mean it’s against the law?>>It could be in violation of
the Consumer Protection Act. They can’t mislead you if it’s
a service that’s not needed. They can’t be like, “This is
needed to fix your car.”>>David: What is the range
of your power to penalize?>>If someone is found guilty, the penalty can range from a
fine to jail time, potentially.>>David: It can
go all that way?>>Yes.>>David: A dealership
would say, “This is a work that
you need to do,” and then we would go to
experts and they would say, “No, it doesn’t
need to be done. “Your brakes can last for
months or maybe another year “before they
need to be changed.”>>So in those cases,
we want those consumers to reach out to us. If there was a violation,
we want to know so we can do something about it. And we can find any bad
actors that may be out there. So we need the help of
consumers to make us aware.>>David: You know, I think,
when I go and buy a car, I am aware that the
salesperson makes a commission. That’s how they
make their money. I think a lot of people would
be surprised to learn that many service advisors,
people you come and meet, they, too, are on commission
and that they are essentially incentivized to sell you more.>>We want to make
consumers aware that they have those rights. They need to know that when
they go to these technicians, whether they get a
commission or not, they can’t offer you
services you don’t need. And we can look into that. If they feel like some–
their rights were violated.>>I have worked for brands that
focuses on customer service, like 100% customer service. No, you don’t need to really
sell, sell, sell, sell, sell. I mean, like, it’s good.>>David: So there is
good guys out there?>>Yes.
Oh, absolutely. I have worked with amazing
companies out there.>>David: So what can
you do to prepare if you’re going into
the dealership?>>Before you go, look at
the mileage on your car, see how many kilometres
are on it, then have a look at the owners manual,
go to the maintenance section and see what’s
required at that mileage, or slightly before. Somewhere near that
mileage or months, and once you know what that is,
go right to that service advisor and say, “I want
these things done.”>>David: And what
if they push back?>>Well, if they push back,
you walk out the door. [ ♪♪ ]>>David: Advice
Jessica Celsie could use. Since our first bait car test,
she’s been getting notices in the mail from Parkway Honda.>>That I needed
spark plugs, shocks, struts, things like that. Even though my car
was just there and they just inspected it.>>David: But nothing
about the Takata airbag.>>If it wasn’t for Marketplace,
I would not have known there was a recall on my car.>>David: Today, she’s bringing
it to a totally different Honda dealership, to finally
get that airbag replaced. [ ♪♪ ]>>It’s done. Finally, what a relief! I’ve been so stressed out
about having people in my car, having passengers, like,
I didn’t realize how much it was bothering me
driving in traffic until now that it is finally done. My car is safe. Yay! [ ♪♪ ]>>We’re inside
farmers markets.>>People at the markets
don’t know what they’re buying that food and
they’re being lied to.>>Are you really buying
direct from the farm? We follow the trail. Consumers are paying a
premium for your product because they think
that you grew it. Are you ripping people off? [ ♪♪ ]

100 comments on “Car dealership ripoff: Hidden-camera investigation

  1. I worked in the Toyota National Service Department in Australia for 18 years. Product recalls are taken extremely seriously and every affected customer is contacted to the last one.

  2. This is misleading.There are repair shops and dealers out there that are dishonest.There are also the vast majority of Dealerships that are legitimate.
    Like EVERY profession You will find bad apples.Let me touch on the required service intervals in the owners manual.Many manufacturers today recommend 10,000 miles between oil changes,under perfect operating conditions this would likely be acceptable,I have NEVER serviced a vehicle that
    was operated for 10,000 mi,under that assumption.This guy should have touched on that.Second,Items like spark plugs,same scenario,air filter,trans fluid,brake fluid,etc.,etc.,etc.I have been a dealership technician for 24 years.I have seen it all.Bottom line is do your homework,use Your best judgement and find a place to have Your vehicle serviced,and trust what The service writer is saying.This business is not as black and white as this"expert"makes it sound.
    As far as the pcv va;lve is concerned,maybe the technician has seen a trend where that valve fails prematurely,the owners manual is not going to tell You that the manufacturer sources parts from the lowest owners manual gives You RECOMMENDED service intervals.

  3. That woman barely knows anything about cars, how is she an authority to tell anyone or rather scold them on what they need. Also, is anyone watching from America?

  4. the amount of broken cars on our streets is huge. Please fix your cars whener they need to be fixed or else dont drive them.

  5. These dealerships hate me. I'm no master mechanic but I've had 2 years of auto shop in high school. Got enough knowledge to know when I'm getting ripped off.

  6. Remember last year I took my truck to a service center and they wanted to charge me $500 to do my front brakes and they insisted that I change the rotors also without even inspecting. So I end up changing the brakes my damn self and save hundreds of dollars. The brakes were only forty bucks and it took me less than an hour

  7. I took in my Mazda for an oil change at the Mazda dealership and almost two hours later they tell me they changed my dashboard without my consent free of charge and noticed that my car wasn’t the same in the oncoming weeks. I took it back asking why it’s making noises and service lights on and tell me they needed to change the transmitter and many more things for around 1200. I have never been back and felt extremely betrayed.

  8. 3.8K thieves dislike this video. How can anybody thumb down this video? Consumers finally shown how they're being scammed.. and these scams have been going on since forever. It's not OK to lie to the consumer, it's practically stealing, and it's bad for the environment as well. There is a cost to the environment to create and dispose of that part or fluid that wasn't needed.

  9. That car mechanic/instructor that you guys are using as a good example is a legend he was my automotive teacher in highschool nice surprise too see Mark on YouTube after all these years went by gotta love whinton man

  10. i work at a Toyota dealership as a tech and we do mby 5-7 takata airbags a day, the best part is we get mby 1.5h in time to chage them and we do it in 20-40 mintues depending how fast we want to be, and ofc the customer dosent get charged at all, only thing they pay is the gas it takes to come in.

    So there is no reason for a shop not doing it.

  11. Just think how many YEARS that people have been doing this kind of work !!!! You're talking millions of dollars !!!!
    Car owners get robbed more often than muggers get shot by their victim!
    FOR YEARS !!!!!

  12. I haven’t driven my Subaru for 4 years as the motor blew cause subys are junk yet still get dealership recall notices for the airbags lol. Sure I’d love to replace it when I can afford a new motor.

  13. I’ve been ripped off big time ! My Mercedes maintenance cost me over $2,000…and the car still has major problems. Smh

    I’m a female btw

  14. That's why my car has no Air bag, i change my car and my dad oil, i change the breaks myself, and never need a break fluid flush, you just do that if you change the break line system or if you have a hydraulic e break, that 99.99 of people don't have… when i change my breaks i use EBC power breaks, never had problem.

  15. This is gonna sound old-fashioned & sexist, but a man should know how to work on his own car. I'm 56. In the old days you bought a repair manual… factory ones are the best. Today with the internet you can find almost any information you need online. Get a code-reader and the required hand-tools and there's very little you can't do. It ain't as easy as caulking your bath tub but it ain't rocket science either.

  16. 3.9K thumbs down, are there really that many dishonest dealers., Karma will bite their lying arses and I hope their businesses crash.

  17. Funny the guy that was a service guy didn't know crap about cars. If your timing belt goes out your engine is not going to over heat its not going to do anything but not run or warp every valve in it. Lmao

  18. Solution…. if your car isn't under warranty watch YouTube and do the maintenance yourself. Lot of good info on here

  19. I purchased a Chevy Silverado in 1993, had the first couple of services done by the dealership, then did all my own services bar a couple myself. One time I booked it in with them and they changed the transmission fluid, a manual transmission, I questioned them when GM didn't recommend the oil change, no miles or dates in their schedule!! I also stated I never gave them permission to carry out unscheduled services. They did apologize eventually as I stood my ground, and they did reimburse me for that charge. But I wonder how many other people get caught out and don't question them.

  20. Lol, waiting to change your oil at 16,0000 KM is going to ruin your vehicle, no matter what the book says. I always do mine between 8,000-10,000 KM and rotate my tires at the same time

  21. 11:44 Dumbest comment ever. Jeep recommends 6,000kms for the wrangler as a NORMAL oil change interval. The oil life reminder will pop up on the dashboard around then depending on the consistency of the oil. HOWEVER, the owner's manual says "never exceed 16,000kms" only for the purpose of putting your engine at risk. I've done oil changes on Wranglers at around the 10,000km mark only to find that there is sludgy oil built up on the dipstick. SO THAT BEING SAID, between that 6,000-16,000km interval that is when you'll find the oil start to get darker and thicker than usual which isn't a good thing for your engine whatsoever.

  22. That's messed up they did not do anything about the recall. People buy used cars and will not know if these recalls have been done unless they get a car fax.

  23. My job is commercial auto parts delivery, so I quickly find out who is honest and who isn’t. Who buys the cheap stuff every time, and who sends back the most defective parts. It is black and white that the main dealers and large chain mechanics(Midas, tire discounters etc) are all buying the cheapest parts and sending back the most defected parts (that actually don’t have defects, meaning they get a credit for the defected part and they can charge the customer to replace it) The family business mechanic shops are almost always 100% honest across the board. It is clear as day after doing this job for a few months.

  24. Funny… warranty rate is not paid at “much lower rate” in some cases dealers are paid at a higher rate because the manufacturers are required to get replacement numbers at 75 percent or face fines by the government

  25. The “service advisor” that has worked at 6 dealerships is a scam artist.. he did not care about customers. He cared about his wallet.

  26. Why are all these 'watchdogs' only from Canada? Where are the American 'watchdogs'? Is YouTube obfuscating fraud and deception here in America? Doesn't this seem odd?!

  27. Also beware of that bullsht "Lifetime Powertrain Warranty" they've been using to sell cars. My dealership salesperson stopped becoming so responsive soon after they sold me my car. I'm on their ignore-that-person list now until I show up with more money. I hope the day of dealerships would soon be over. Parasites and liars. Sure there's some good ones but I'd be amazed to tell the difference nowadays. Btw, mechanics also like playing against each other. Like you trust one mechanic but you want a second opinion, second mechanic can be bullshtting about the first mechanic just to get your business. I honestly think a class or two about car maintenance and care should be a prerequisite in life.

  28. A friend of mine took his Ford F250 Super Duty pickup in for service at a local Ford dealership and the service advisor said she noticed that they hadn't had the spark plugs changed since buying the vehicle. What is really hilarious is that the truck was a diesel which doesn't have spark plugs.

  29. So 1 to 2 years on half worn front brake pads? The last sales woman was hilarious, but when you said "1 to 2 years on half worn front brake pads" is straight up false. If a customer or my sales representative asks me how long would you say half worn front brakes have. My answer would always be i dont know. Reason being saying for example 3 months, and as soons as the customer leave our lot the caliper start freezing and 2 days later its metal to metal. Automotive world is unpredictable, always go to i dont know for age.

  30. The crazy thing to me is that the service advisor told her about the recall, then they immediately accuse them of not telling her about the recall, wtf?

  31. 16:00 How does that lady sleep at night? She’s wearing a sliver cross half the size of the original for the Christian crowd while flashing her exaggerated cleavage I suppose for 18-25 year old males. What a combo, then it’s lie, lie, lie

  32. I used to work at a dealership… if we didn't have service history at OUR dealership, we would upsell whatever it was that we didn't have information on. If the customer didn't remember the last time it was done, we would upsell the services….

  33. even the manual is a bit much, honestly u need one major change every 120k miles or so, not counting oil change, break pads, and tires.

  34. even the manual is a bit much, honestly u need one major change every 120k miles or so, not counting oil change, break pads, and tires.

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