momlady

Here's the rest of our 7.5 hr wiring/hitch installation story. Received a call from the service dept first thing this am offering to lower the bill to 4 hrs of labor. I told him that wasn't good enough, that I had made calls to dealerships in other cities (the next closest one's are 1 hr and 3 hr drive from here) and that I had been on the edge forum. To bargain further we had to go down in person, which we did. We were then offered the same 4 hr labor bill but they would give us a free service at 24,000km which is currently worth $220. We accepted this as it was a better deal for us than dropping the bill to 2 1/2 hrs. Just goes to show that with a little research and standing firm a happy ending can happen.

I think it took me about that much time to install my brake controller and trailer plug, but that's because I didn't know what I was doing. Ther's no way it should have taken a dealership that long to install.

 

With the proper tools and a lift, the hitch should have taken 1-1.5 hours TOPS for a professional to install.

 

At the very least, you have a good case for argument because it doesn't sound like you authorized them to perform 7.5 hours worth of work. They should have called you when they realized it wasn't going to be a 3 hour job to get your permission to keep working. My guess is that you don't have the original estimate in writing. I know I never get it....it's always verbal. That would be helpful in your argument.

 

Be careful how you approach the owner/manager. You'll be much better off if you go in there and calmly talk to them rather than yelling. If the place is run correctly, they should work with you to resolve the problem. You can always escalate from there by asking the owner/manager to provide you with the contact information for the regional service manager. You may need to take this up the chain of command until you get what you're looking for.

 

If they don't help you, make sure you ask them for a customer satisfaction survey. It's typically mailed or emailed to you after you have had service performed. From what I can gather for the few service manager's I've spoken to, the dealerships get dinged if they receive surveys that don't indicate full satisfaction.

 

There's always the possibility of talking with a lawyer. However, the 5 hour discrepancy in their estimate works out to about $350 (assuming $70 an hour of labor). It won't ake long to blow through that with a lawyer.

 

 

Good luck. Let us know how it works out.

Thanks for your reply and advice. I do have the estimate in writing although it is past the 30 day limit of holding them to their price. the difference in price is $600 because the shop rate is $120/hr. (yes, you are reading that correctly. It is expensive to live here). I'll post later to let you know what happens.

A question for those of you who have had a hitch/wiring kit installed for you (or the self installers). Ours is just for towing a utility/u-haul type trailer. We had an estimate done by our dealership that said 2.5hrs. We had it installed today and came home without our vehicle because we refused to pay the bill. They said it took them 7.5hrs. I think they are ing crazy and hope to speak to the owner tomorrow. How long should it have taken them? Any comments/advice?

Thanks