08/06/2025
This week, we ran into an upsetting situation that reinforces why we run our business the way we do. We found ourselves helping a client whose engine failed, but luckily, there was an outstanding recall for this issue. We referred them to a local dealership and sent their maintenance records over.
Shortly after the vehicle arrived at the dealership, it was inspected and the client received a call from their service advisor. The advisor shared that they'd received a "conditional approval" from the manufacturer: as long as the client paid to replace a control arm, replace their subframe bushings, replace their windshield and perform a wheel alignment, then the engine would be replaced for free. The advisor also suggested another $2000 of maintenance that was recommended, but not required.
This set off alarm bells for the client, who called us to find out if these "conditional approvals" are actually a thing. We advised that no, this definitely sounded like male cattle excrement - and advised the client to call the manufacturer directly. They did, and the manufacturer confirmed that you should NEVER have to pay for something else in order to receive a recall repair. They were also very interested to know which dealership and which advisor was abusing the system like this.
This is true of every vehicle brand. If you are ever told that you need to pay for a different service in order to receive a recall repair, please understand that this is expressly illegal and definitely not true.
We're not naming anyone here because we're not mud slingers and because - honestly - this industry is filled with passionate, ethical people who truly care about their clients. As an industry we've lost our way, though. While dishonesty is a personal decision, the highly incentivized and commission-based pay plans (for service advisors and technicians alike) in most dealerships definitely promote the "stretching of the truth" and corner-cutting that so many client have experienced. Plus, every time a dealership sells to a larger ownership group, the pay plans get even more complex and even more ridiculous.
This is why, even though it costs us more money, we're proud to pay our entire team a generous hourly wage with no silly carrot-dangling involved at all. The caring person helping you earns the same paycheck whether you decide to repair your vehicle or not - and that's part of how we're always on your side; always able to provide honest advice. It's how it should be!
