CEL at 62k -- 60k mile service caveat emptor [semi long, but happy ending]

Short on time, I decided to bring my car in to the local dealer for
its 60k service in lieu of doing it myself (per prior posts). Since I
have the Subaru extended warranty I also wanted them to look at the
intermitted Check Engine Light (CEL) I had that would come and go
along with horrible acceleration as though there were a few cylinders
not doing their share, and also have them check the recent return of a
lot of belt whine and ticking noise on cold startup.

The extended warranty covered a new cam belt tensioner (wee! Now the
4th timing belt tensioner that's been on this vehicle!) and
replacement of a bad knock sensor. Ah, the joy of the first return on
that hopeful investment on Subaru Added Assurance platinum to 100k.

Anyhoo, the 60k service was quoted to me at $510 in two separate phone
calls I had with the service department trying to find out what
exactly was and wasn't included in their 60k service. I was trying to
avoid having the dealer throw in more than is actually required by the
service schedule. Pleased with the answers I go, I then scheduled an
appointment requesting "subuaru 60k mi service", and when I brought it
in the service writer wrote it up as "Service Level C."

Later I got a call from the service dept saying "I see they wrote you
up for a 30k service, but the vehicle has 62k on it, you want a 60k
service right?" I agree, "Ok, I'll make that change." I thought that
was odd, but okeydokey.

All seemed fine until today when the car became ready and the bill
they told me was $892.41--almost $400 more than I was quoted on two
separate occasions! I discussed this with the guy who'd called me, and
he said "service level D includes a timing belt change" and I said,
"this vehicle is not due for a timing belt change." Avoiding the
beating up the Indian when I should be talking to the Chief syndrome,
I hang up the phone and call back asking for the manager of the
Service Dept.

Evidently this dealers "Service Level D" is what was performed on my
car which is Service level C plus the timing belt change. Evidently
what the dealer does for what they brand a "60k mi service" does
exceed Subaru's maintenance schedule. I finally get this info after
5 phone calls.

After explaining to him that I made 3 prior phone calls trying to
avoid this situation, and verify what services would be performed, he
did the right thing and honored the $510 quote.

It seems the level of diligence we consumers must have on these
service folks is quite high. However, I'm glad my dealer finally did
the right thing and honored the original quote despite additional
services being done. I'm also a happy to have gotten more value out
of that service than I might have otherwise! However, I am still
annoyed that I talked to so damn many folks trying to get assurance on
what a "60k service" was and cost, and they still managed to fugg it
up. :-\

In short, caveat emptor. Times 5.

Best Regards,

 

Just one reason why so many of us do our own work, at least the simple stuff
like the whole timing belt/60K thing. TG