View Full Version : Dealership installed part, then called me to say it's not covered under warranty
Scotticus
06-10-2008, 07:48 PM
So, I went into Dave Wood Mazda the other day to get an oil change.
As I leave, I notice that they also put a "Splash Shield" on my car without asking me. As this was apparently covered under my extended warranty and I paid $0, I thought "Cool, whatever" and went on my way.
Today I received a call saying that the Splash shield isn't covered under the extended warranty, "it's actually regarded as trim", and I should call them to figure out "what to do next".
So, what's the deal here? I honestly don't even know what a splash shield is (this is my first real car, so I'm still learning a lot about parts and maintenance). What is it? That piece at the front?
How much are they going to charge me for this thing (that I never even agreed to install), and should it not be discounted because it's their error?
yellow 3
06-10-2008, 07:51 PM
dont deal with Dave Wood Mazda
that place is bad for service
cwp_sedan
06-10-2008, 08:01 PM
What exactly happened to the splash shield causing for it to be replaced?
Noisy Crow
06-10-2008, 08:02 PM
They put it on without you signing a work order? Then they just gave it to you free. By doing the work without a work order they are in violation of the Ontario Consumer Projection Act.
http://www.gov.on.ca/MGS/en/ConsProt/STEL02_045947.html
http://www.e-laws.gov.on.ca/html/statutes/english/elaws_statutes_02c30_e.htm#BK67
http://www.e-laws.gov.on.ca/html/statutes/english/elaws_statutes_02c30_e.htm#BK14
I agree, don't let them jerk you around now. Stand your ground and there is nothing they can do. They only way they can win and make you pay anything is if you give in.
masterballer
06-10-2008, 08:15 PM
So they put it in and you paid and left, now they want you to come back in and pay for it? ... **** THEM! tell them that exactly when they call again ... Like the post before me, you didnt agree to it, you paid and left...**** THEM!
Scotticus
06-10-2008, 08:26 PM
Thanks guys, I appreciate the help. I mean, it's been about 5 days, so for them to call now is a little ridiculous.
How much does a splash shield cost, anyway?
And no, they didn't tell me anything about it until I paid for my oil change and left the building.
WEAK.
Scotticus
06-10-2008, 08:27 PM
They put it on without you signing a work order? Then they just gave it to you free. By doing the work without a work order they are in violation of the Ontario Consumer Projection Act.
http://www.gov.on.ca/MGS/en/ConsProt/STEL02_045947.html
http://www.e-laws.gov.on.ca/html/statutes/english/elaws_statutes_02c30_e.htm#BK67
http://www.e-laws.gov.on.ca/html/statutes/english/elaws_statutes_02c30_e.htm#BK14
Thanks for this link by the way, this is great stuff!
Fuman
06-10-2008, 08:36 PM
as others have stated its free.
so smile, lol.
mazda lover
06-10-2008, 08:54 PM
So, I went into Dave Wood Mazda the other day to get an oil change.
As I leave, I notice that they also put a "Splash Shield" on my car without asking me. As this was apparently covered under my extended warranty and I paid $0, I thought "Cool, whatever" and went on my way.
Today I received a call saying that the Splash shield isn't covered under the extended warranty, "it's actually regarded as trim", and I should call them to figure out "what to do next".
So, what's the deal here? I honestly don't even know what a splash shield is (this is my first real car, so I'm still learning a lot about parts and maintenance). What is it? That piece at the front?
How much are they going to charge me for this thing (that I never even agreed to install), and should it not be discounted because it's their error?
I don't understand? doesn't all the M3 models have a splash guard-shield?
Are you talking about the shield under the engine that usually needs to be removed to change the oil filter? was yours damaged so it was replaced?
Extended warranty? how old is your car? has your 3 year warranty expired?
Have you asked them why it was replaced? How did you notice it was replaced? god I should have been a lawyer or cop..lol
Have had no problem with Dave Wood's service
Flagrum_3
06-10-2008, 08:59 PM
LMAO You would think they would have checked with Mazda Canada 'before' they replaced the shield.....IDIOTS :chuckle
Anyways enjoy your free brand-spanking new shield, and I would suggest not chancing going to them again as they might try to stiff you later to get re-imbursed.
:chuckle:chuckle...too funny!
_3
.
mleblond
06-10-2008, 09:06 PM
a little over 100$...I changed it on mine because it was all cracked :(
mazda lover
06-10-2008, 09:16 PM
LMAO You would think they would have checked with Mazda Canada 'before' they replaced the shield.....IDIOTS :chuckle
Anyways enjoy your free brand-spanking new shield, and I would suggest not chancing going to them again as they might try to stiff you later to get re-imbursed.
:chuckle:chuckle...too funny!
_3
.
But maybe he will be on Mazda Canada's black list and no matter where he goes they might stiff him, his car will be flagged..:chuckle
Scotticus
06-10-2008, 09:40 PM
I don't understand? doesn't all the M3 models have a splash guard-shield?
Are you talking about the shield under the engine that usually needs to be removed to change the oil filter? was yours damaged so it was replaced?
Extended warranty? how old is your car? has your 3 year warranty expired?
Have you asked them why it was replaced? How did you notice it was replaced? god I should have been a lawyer or cop..lol
Have had no problem with Dave Wood's service
To answer your questions,
- All I received was a message on my cell phone saying that the Splash Shield wasn't actually covered under warranty, so I would need to "call them to work something out"
- Being new to the Mazda 3 and car ownership in general, I had no idea what a splash shield was, let alone if it was broken or not
- My car is a 2005 Sport GT, but has the extended warranty for 2 more years
This annoys me though; the last time I went to Dave Wood, I waited 5 hours to get my car certified. Now, the second time I go to Dave Wood, for something as basic as an oil change, I'm getting calls because they added this part without ever asking me?
WEAK.
Does anyone have any experience with the service at Avante in Richmond Hill?
jaimie08mazda3
06-10-2008, 09:54 PM
eww splash shields suck. well those things cost like 177.25 (got mine replaced after a raccoon, snow, as well as a raised manhole got through with it) my dealership was good about it tho. they werel ike they cant fix it under warranty but we can fix the little parts free of charge. basically its more or less labour for the whole damn thing. the plastic part is like 70$.
SpeedBaby
06-10-2008, 10:20 PM
eww splash shields suck. well those things cost like 177.25 (got mine replaced after a raccoon, snow, as well as a raised manhole got through with it) my dealership was good about it tho. they werel ike they cant fix it under warranty but we can fix the little parts free of charge. basically its more or less labour for the whole damn thing. the plastic part is like 70$.
wow! $100 in labour to unscrew and screw back in 10 screws (about 1.5 mins of work)?! i should get a job like that
Noisy Crow
06-10-2008, 10:39 PM
wow! $100 in labour to unscrew and screw back in 10 screws (about 1.5 mins of work)?! i should get a job like that
Given that they have to remove it (okay, are SUPPOSED to remove it) when doing a $40 oil change, I can't fathom how they could charge $100 to R&R just the splash shield :loco
MajesticBlueNTO
06-10-2008, 11:07 PM
the splash shield is this piece:
http://images.cardomain.com/member_images/1/web/337000-337999/337094_31_full.jpg
look under your car and you'll see it. it has to be removed to drain/change the oil filter and is either broken in the sense that 1) the nuts that hold it in place are seized (TSB for this) or 2) cracked in various places. it also costs anywhere from $100 to 130 for the part (last I was quoted).
Noisy Crow posted some awesome links proving you don't have to "call them to work something out"
Noisy Crow
06-10-2008, 11:19 PM
Noisy Crow posted some awesome links proving you don't have to "call them to work something out"
Yup, glad to help! :)
Just tell that you are not paying for something you did not authorize, and quote the section that last link pointed to. Also, they CANNOT require you to come back so they can remove it.
Scotticus
06-10-2008, 11:29 PM
Thanks Majestic and NoisyCrow, that's great advice.
After recently buying this car (and noticing the hefty debt that cars create), I'm not exactly rolling in $$$; so it's nice to know that I won't have an extra $100 to pay for something I never asked for.
If I don't pay, will the dealer harbour any grudges against me? I'm sure it's not a common thing (it's only $100 for a Mazda dealer, so whatever), but I don't want to head in for another oil change to find out they're charging another $100 for something else I don't need...
Thanks for the help
b.rabbit
06-10-2008, 11:44 PM
If I don't pay, will the dealer harbour any grudges against me? I'm sure it's not a common thing (it's only $100 for a Mazda dealer, so whatever), but I don't want to head in for another oil change to find out they're charging another $100 for something else I don't need...p
Might as well start going to service your car at another dealership?
masterballer
06-11-2008, 12:01 AM
Might as well start going to service your car at another dealership?
+1 i wouldnt go back to a shady place like that...why would you when they try to pull this shit on you? Avoid them at all costs.
McGuyver_3
06-11-2008, 12:02 AM
Might be a little late on the reply but here goes
they installed the part without your concent without calling you letting you know and from what i understand they didnt even tell you when you picked it up. The way i understand is you looked over your bill and found out yourself. They have no choice but to eat it. This shield is probably the shield for your oil filter. In the beginning dealers were cutting these shields so that they could pull out the oil filter w/o having to remove it. Yours was probably cut and maybe cracked so the dealer decided to put one in. Just stand your ground and dont let them remove it unless yu can squeeze something else out of them
monstar
06-11-2008, 12:03 AM
just curious on whether our cars even need the splash shield on them?
Scotticus
06-11-2008, 09:32 AM
Yeah, from my understanding if they say "We want the part back" I can refuse. They put it in my car without my consent, and I have their bill showing 0$.
I don't think I'm going to go back to the dealership again - This is the second time in a row they've messed up a basic service for me - It would take some serious customer service on their part to bring me back as a consumer.
FLIPDADY
06-11-2008, 10:40 AM
That's pretty crazy, they installed the part and let you go without paying now they want you to pay?
Avoid their calls and go somewhere else.
Scotticus
06-11-2008, 11:28 AM
PROBLEM SOLVED!
Just got a call from Troy, the service manager at Dave Wood, and he apologized for the whole thing.
Apparently, since my car was just 20 days out of the original 3yr/80k warranty and into its extended warranty, one of the service advisers read the date wrong and thought the part was still covered (it's covered under the original warranty, not the extended). Once they tried to put the warranty claim through to Mazda it was rejected, and they realized their mistake. The service advisor realized he had made the error, and called me to try and get the $ for the part.
The service advisor just called me and apologized for their request.
So, problem solved.
Thanks for the help though - I was geared up with all that 'Ontario Consumer Protection act' rhetoric, so it's nice that this ending is nice and easy
Swerny
06-11-2008, 11:30 AM
glad this is sorted.
DWM has been very good to many of the guys from TOP over the years, they were the preferred dealer for most of us.
Flagrum_3
06-11-2008, 12:04 PM
just curious on whether our cars even need the splash shield on them?
The splash shield performs 2 functions to my knowledge, one is obviously to cut down on road spray and dirt getting to the engine compartment and the second is for aerodynamics.
And Scotticus good to hear its all cleared up!:)
_3
.
dont deal with Dave Wood Mazda
that place is bad for service
Nice to see Troy called you. I emailed him several times, left phone messages, and NOT ONE REPLY
KenYork
06-11-2008, 01:45 PM
Well even if you did go back. You'd ask for you old one back and when they couldn't produce it during your visit, you'd get to keep the new one anyhow. That'd be on your good faith.
Gods Son
06-11-2008, 03:21 PM
Might as well start going to service your car at another dealership?
+1 Who knows what they'll remove/do to your car when you go back.
Not to be rude but you'd be crazy to even return the phone call. Changing a part you neevr authorized and then calling to tell you to come back to work out something?? Clearly, someone f****d up and they're desperate to re-coup the loss lol
Junior
06-11-2008, 04:05 PM
Everyone makes mistakes and they're admitting to it. As MS MSP posted a couple spots up, I soley go to Dave Wood for service and can't say I've had a bad service experience in 5 years going to them.
Before they do any un-auhtorized work, they call me on my cell and ask me if I want to do it or not, up to me. Nothing ever gets done without me saying so.
The issue here was someone that messed up and tried to save their ass, by getting you to come back in. Troy is the manager and called you back for an apology.
Avoid delearships in general, if this has left a bad taste in your mouth. It COULD happen at any one of them.
Technically, you should have paid for the part, but they 'thought' they'd be nice guys and change it for you, as a gesture that they did maintenance you were covered for. After you left, the advisor noticed that you were out of warranty and tried to get it back from you, so that person doesn't don't look bad to their bosses. I could see where the mistake was made and can understand about being upset for them to call you back demanding money after the fact.
Either way, glad it was sorted out in the end.
mazda lover
06-11-2008, 05:22 PM
PROBLEM SOLVED!
Just got a call from Troy, the service manager at Dave Wood, and he apologized for the whole thing.
Apparently, since my car was just 20 days out of the original 3yr/80k warranty and into its extended warranty, one of the service advisers read the date wrong and thought the part was still covered (it's covered under the original warranty, not the extended). Once they tried to put the warranty claim through to Mazda it was rejected, and they realized their mistake. The service advisor realized he had made the error, and called me to try and get the $ for the part.
The service advisor just called me and apologized for their request.
So, problem solved.
Thanks for the help though - I was geared up with all that 'Ontario Consumer Protection act' rhetoric, so it's nice that this ending is nice and easy
so how was it solved? you got a new shield for $0 ?
mazda lover
06-12-2008, 10:24 PM
the right thing to do is return the part or pay for it.
It could have been a honest mistake, the service advisor could lose his job or have the cost of the shield taken out of his pay check, do you really want that to happen so be a man and return to the dealership and work this out...
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2005. GT.GFX, AUTO, BASICLY RUST FREE
Swerny
06-12-2008, 11:33 PM
the right thing to do is return the part or pay for it.
It could have been a honest mistake, the service advisor could lose his job or have the cost of the shield taken out of his pay check, do you really want that to happen so be a man and return to the dealership and work this out...
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2005. GT.GFX, AUTO, BASICLY RUST FREE
that's crap.
He didn't ask them to change it, too bad for them
The Service Advisor was pretty silly asking him to pay after the fact.
the right thing to do is return the part or pay for it.
It could have been a honest mistake, the service advisor could lose his job or have the cost of the shield taken out of his pay check, do you really want that to happen so be a man and return to the dealership and work this out...
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2005. GT.GFX, AUTO, BASICLY RUST FREE
i disagree with what your saying. They made the mistake and now they must deal with it!
It isn't cheap if you have to pay for it. Just call them back and say I didn't want this part... you guys just went ahead and did it... so tell them you can bring the car in if the 1) put your old part back on (they probably have tossed it by now) and 2) they can rent you a car for the day as you need it for work. In the end they will probably say nevermind as it will cost them as much to do it this way as to write it off.
PS that is one of the best dealer stories I have head yet... "um can you come back and pay for something we installed without asking you"
the right thing to do is return the part or pay for it.
It could have been a honest mistake, the service advisor could lose his job or have the cost of the shield taken out of his pay check, do you really want that to happen so be a man and return to the dealership and work this out...
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2005. GT.GFX, AUTO, BASICLY RUST FREE
I don't agree. I run a business too and in this situation I'd write it off as a loss. These things happen when you don't train staff properly. The dealership has to make up the lost time to the customer... as I would do for any customer of mine.
In the end... we are all human and we all make mistakes.
Scotticus
06-13-2008, 10:07 AM
the right thing to do is return the part or pay for it.
It could have been a honest mistake, the service advisor could lose his job or have the cost of the shield taken out of his pay check, do you really want that to happen so be a man and return to the dealership and work this out...
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2005. GT.GFX, AUTO, BASICLY RUST FREE
Hi guys,
Hmmm... Interesting moral debate here, but I can't agree with you. The nature of any business is that it offers a particular product(s) to its consumers, and we pay $ for that particular product. In this case, the product I requested, waited for, and paid for, was an oil change, plain and simple. Nothing more, nothing less.
Regarding the addition of extra, unwanted parts, if you try and say "you should be an man, and go in and pay for it" you essentially say, 'any business has the right to provide consumers with whatever extra unwanted products that they feel like, and that consumer now becomes obligated to return to the business on their time, and pay for that unwanted service, or they're an unethical peron, or 'not a man'". I think this claim is pretty ridiculous.
Large multinational corporations aren't people; they aren't ethical, they aren't moral, and I'm sure Mazda isn't worrying how well I sleep at night. The fact that they messed up and lost a $100 part isn't going to reach their shareholders and make the company crumble.
That being said, I understand that there are real people operating these franchises of Mazda. I obviously don't want anyone to get in trouble, or jeopordize their job status, as I said to Troy on the phone. He said that wouldn't happen. It's only $100, or $150, or whatever (which to me at the moment, is a significant amount of cash - Basically more than a day's work).
The reality is that the service I received was not what I requested, and I was not informed of it before it took place.
I think 'being a man' is owning up to your mistakes when you make them. Dave Wood did that, and as a result, I won't mind going back there and providing them with my business again. If they would have asked me to come back and pay, or have the part removed, all trust within their franchise and Mazda as a whole would have been broken, and I would have started taking my business to another organization.
KenYork
06-13-2008, 12:54 PM
the right thing to do is return the part or pay for it.
It could have been a honest mistake, the service advisor could lose his job or have the cost of the shield taken out of his pay check, do you really want that to happen so be a man and return to the dealership and work this out...
---------------------------------------
2005. GT.GFX, AUTO, BASICLY RUST FREE
Like I said earlier. If he was walk in and offer to return the part, could the dealership return his old one to him? If they can't replace the old one, they can't force him to buy the new one.
ultimateM3
06-13-2008, 05:32 PM
wow, sorry to hear that awful experience with u at that dearlership, if that happens to me i would probably flip his counter upsidedown and confront him to pull shit like that. Luckily my dealership at MartinGrove & 7 was never like that, they are very nice and honest getting the job done quick and with no fine prints. Probably why i m planning on getting another car off them soon again.
Scotticus
06-13-2008, 06:33 PM
Thanks for the support guys - But really, I don't want to make the dealership out to be evil, or something that bad - They made a mistake, and I was pretty angry, but they called and apologized the next day. No harm done to my car (although I'm a little ambivalent about going back), and I got a part for free.
Because they apologized and gave me the part, I'll go back to them for service again. But this incident is the 2nd strike...
Hi guys,
Hmmm... Interesting moral debate here, but I can't agree with you. The nature of any business is that it offers a particular product(s) to its consumers, and we pay $ for that particular product. In this case, the product I requested, waited for, and paid for, was an oil change, plain and simple. Nothing more, nothing less.
Regarding the addition of extra, unwanted parts, if you try and say "you should be an man, and go in and pay for it" you essentially say, 'any business has the right to provide consumers with whatever extra unwanted products that they feel like, and that consumer now becomes obligated to return to the business on their time, and pay for that unwanted service, or they're an unethical peron, or 'not a man'". I think this claim is pretty ridiculous.
Large multinational corporations aren't people; they aren't ethical, they aren't moral, and I'm sure Mazda isn't worrying how well I sleep at night. The fact that they messed up and lost a $100 part isn't going to reach their shareholders and make the company crumble.
That being said, I understand that there are real people operating these franchises of Mazda. I obviously don't want anyone to get in trouble, or jeopordize their job status, as I said to Troy on the phone. He said that wouldn't happen. It's only $100, or $150, or whatever (which to me at the moment, is a significant amount of cash - Basically more than a day's work).
The reality is that the service I received was not what I requested, and I was not informed of it before it took place.
I think 'being a man' is owning up to your mistakes when you make them. Dave Wood did that, and as a result, I won't mind going back there and providing them with my business again. If they would have asked me to come back and pay, or have the part removed, all trust within their franchise and Mazda as a whole would have been broken, and I would have started taking my business to another organization.
Well said..i agree withn 100%
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