Finding a reputable service centre can often feel like finding a needle in the proverbial haystack. The issue is compounded by the fact that many people really don’t know enough about cars.
“After your house, your car is the biggest investment you will make … but people just don’t know that much about it, which is why there is so much theft and deception in the industry,” says Hubert Alacoque, owner/operator of two Pit Crew Drive Thru locations in St. John’s.
While this may not be breaking news to anyone that has been on the receiving end of an outrageous service or repair bill, there are some things you can do to arm yourself the next time you take your car in for an oil change or other service says Alacoque.
Disreputable service centers tend to do two things to scam their clients, according to Alacoque, who says he has experienced this first-hand in his own dealings with service centres over the years.
“They will charge you for work that was never done, or convince you that you need unnecessary and often highly overpriced services and repairs — immediately,” he says.
As a customer, you rely on a service centre to tell you what you need. It’s like taking candy from a baby in many cases, says Alacoque, who has owned and operated Pit Crew Drive Thru since 2004.
While people may think taking their car to a dealership is a better option, they are franchised, so your experience will depend on the business ethics of the owner.
“Marketplace on CBC regularly reports on shady dealerships or large-chain service centres that rob people blind,” says Alacoque. “Some of the antics that go on would astound you,” he adds.
“Unfortunately, people go to a dealership more faithfully than they go to church,” Alacoque says, often because they think they have to.
While “upselling” is not unethical in itself, when a customer is put in a position where they feel they have no choice but to shell out hundreds of dollars a “service adviser” says they need for safety reasons, it crosses that line, according to Alacoque.
To help you determine if a service centre is honest or trying to scam you, Alacoque offers the top three red flags to keep in mind:
Engine oil flush
In most cases, this is simply a way for a shop to pad their bill. If a mechanic tells you that you need an engine oil flush, don’t fall for it, especially if you regularly change your oil. A flush can actually cause damage by removing necessary lubricants. All you need is an oil change in most cases.
Filters
A mechanic will tell you either your engine air filter (which keeps dust and debris away from vital moving parts) or the cabin air filter (attached to the HVAC system and found in your glove box) are filthy. In many cases they will actually show you a dirty, black filter from another car! You can avoid this by making sure the filter is yours and knowing when your filter was last replaced — refer to your owner’s manual or service records for scheduled replacement times.
Upselling
While “upselling” is not unethical in itself, when a customer is put in a position where they feel they have no choice but to shell out more money for safety reasons, it crosses that line, according to Alacoque. When you go in for an oil change and the mechanic suddenly finds a number of “other issues,” always ask questions. When in doubt, get a second opinion.
What to look for in a trustworthy service centre
- Speak to friends, family and associates and look for testimonials.
- Look for up-front pricing and guarantees — service fees, labour rates etc.
- Look for courteous staff that will patiently answer your questions and show you what needs replacing if you ask.
- Look for professionalism in customer service, such as civic, community or customer-service awards.
- Look for a neat, well-organized centre with modern equipment in the service bays.
- Look for a centre with qualified technicians with proper certifications.
- Look for a centre that specializes in the type of work you require.
- Finally, always reward good service with repeat business and customer loyalty.
Alacoque says shady service centres and dishonest mechanics are why he started Pit Crew Drive Thru. “Just because a large chain company can afford to flood the market with repeated branding, doesn’t mean they are reputable.”
Pit Crew Drive Thru specializes in quick oil changes (10 minutes in and out) with no appointment necessary. Drop by one of the privately owned service centres at 11 Major’s Path or 649 Topsail Road, or visit their website for more information and a full list of services and guaranteed pricing at www.pitcrewdrivethrough.com.
