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Originally Posted by Larchap49
Certainly sounds like you were lied to. After 20 years as a service advisor/assistant service manager at a large top 100 dealer in Clearwater FL. I have heard many such stories. With how complicated cars are today the dealer is still the best option for repairs. The technicians are factory trained and much better equipped to work on their brand. Aftermarket shops are fine for tires and oil changes. Tires may still be the best deal at your dealer due to most have price match policies, and sell the tires engineered for your vehicle. At the dealer ask for the most senior advisor. If for any reason your personalities clash or you don't have a good feeling about him or her change on the next visit. I developed many friends and a large following over the years and held the technicians accountable for the work because when it was face to face time it was with me. Remember you get more flies with sugar than with lemons. Also don't be afraid to go to upper management because they hate that part of the job. Also remember dealers get a large part of their income from the manufacturer based on good survey results so they are highly motivated to get that survey. The survey is also part of the pay plan for the advisor in many dealers. Aftermarket shops also use aftermarket parts from NAPA etc. dealers use factory parts 99% of the time unless unavailable. Also remember every barrel has a couple bad apples you just have to sort them out. I've seen many many people ripped off by small shops. I also managed tire shops for three of the major chains and they are by far the biggest unethical places for repairs ever.
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Everything this poster says is correct. I was in the auto service business for 35 years and have seen and heard most all the stories.