I don't normally bother giving feedback but after my first car service today I felt I needed to let you know how disappointed I am.
I bought my used Mazda 3 just over 6 months ago from the Gepps Cross yard. During the last 6 months I had trouble free motoring. Loving the car. I noticed I was getting close to the scheduled service so I went online and booked. I love the online booking system by the way.
I was going into my first service sceptical of the capped price service and my concerns started to come to life in an email from the service team. Their records indicate that my car is due for a wheel alignment. I asked how much extra and was quoted $59, fair enough I thought.
When I get to the service centre at Hillcrest what I experienced was some of the most dishonest and blatant gouging I have ever experienced. Tony asked me if I had any concerns with the car and I mentioned some starting issues occasionally. Tony then proceeded to tell me what the problem was and casually drop another $295 on the bill.
Then he tells me the alignment needs to be done on the front and the back wheels so that will be extra. I showed Tony the email quoting $59.
At this stage I was thinking capped price? does not feel like it at all. He has not even seen my car and he is quoting prices to fix it. How can he know what the issue is without even looking at the car?
Next question was how are windscreen wipers? They probably need changing I said. $48 for 2 rubber blades? Once again I start to question the whole capped price thing. Tony then tells me they need the car for the whole day. I was very surprised by this as I was quoted 4 hours. I have planned to wait for for the car if I knew it was going to be a whole day I would have made other arrangements. Not have the most positive experience so far.
I decided to not go with anything other than the basic service because I was feeling lied to and ripped off. I would like to know line by line what is included in the capped price service. I plan to investigate what is industry standard for a capped price service. From what I have seen so far this feels like a business built on deception and lies to return a profit.
Can I also get some details about the extended warranty, Will I void my warranty if I take my car to another place for service?
Right now I feel like I have been lied to from the moment I bought the car and if I had the money I would be counting my losses trading in my car and moving to a company that keeps their word and does not use deception to suck money out of people.
From what I have experienced today I am not expecting a reply. I have this picture of you reading this and being proud of your business model, I really hope this is not the case. read more