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fasten your seat belts is your car dealership ripping you off twelve hundred dollar service they are recommending none of which was needed we're undercover you guys are missing everything tire rotation brake inspection again overselling high pressure tactics felt like he was trying to scare me plus Insider secrets you have to upsell them they come in for an oil change you're upselling somebody I'm just trying to get to the bottom of why you're recommending service that isn't required on the vehicle this is your Marketplace at some point we all do this I I want to drop my car off but when you bring your car to the dealership for service first I was coming here right yeah I just got it how do you know what they recommend ations okay is what's really needed [Music] to find out we're recruiting Jessica Selsey you don't really know who to trust when it comes to getting your car fixed with her newly purchased 2008 Honda Civic this is our bait car first we asked Jessica to bring it to this garage for a pre-inspection by licensed mechanic Mark Whitten hi nice to meet you nice to meet you have you had any issues with it at all is there any lights coming on nope nothing any rattles nope none whatsoever so it's completely Dependable starting it's running all right yes after taking it for a test drive he begins once an instructor Winton is now a vehicle safety advocate the verdict change the wiper blades rotate the tires that should be it [Music] Jessica's ready to check out what this Toronto Honda dealership recommends well based on my past experience with dealerships um you know I have a feeling they're going to try and upsell me and Jessica's not alone we're hearing similar concerns about upselling at dealerships from across the country including from Kathy Knight [Music] oh that's the way to the park Kathy likes to take her grandson Joe around Ottawa in her 2011 Ford Fusion there's the arc just passed it when her car needs to be serviced she and her husband Craig always take it back to the dealership why is it important for you to go to the dealership to do your maintenance they know the car best and I just have confidence in them you develop a relationship you depend on them to give you advice when they give you advice you take it last fall Kathy needed her snow tires put on so Craig makes an appointment online with their dealership but get this before even inspecting her car he gets an email back telling him it's also due for factory required maintenance and it was changing the spark plugs in the intake manifold gasket and changing the transmission fluid the PCV valve and holy cow 1200 bucks worth of stuff I was just going to get the snow tires put on and an oil change time to get a second opinion custody absolutely unequivocally require less service so how do I know when I go to the dealership what maintenance I really need oh that's easy you go to your car yep pull out your owner's manual you take out the owner's manual and right here is the required maintenance schedule in it will be exactly what needs to be changed what exactly needs to be inspected these people designed and built the car they are the source of information when it comes to maintaining the car what the manufacturer suggests in the owner's manual for maintenance and what the dealership suggests are two different things in Momo's cases yes that's true they'll tell you that you need more maintenance than your car actually needs in some cases some maintenance procedures your car isn't required at all so what about that list of what Kathy's dealership says she needs PCB valve I wouldn't bother changing it it's a lifetime product now the spark plugs on this car ing to the owner's manual is good for a hundred and sixty thousand kilometers she is nowhere near that change automatic transmission fluid no well that's a big list and you just said no to a lot of it yeah absolutely so what's going on what's going on here is the service advisor is trying to sell this woman a lot more work than she needs back in Ottawa Craig decides they'll stick to what's recommended in the owner's manual but the dealership pushes back telling him the manual is describing normal driving conditions here in Ottawa we have special driving conditions due to the harsh weather the owner's manual says nothing at all about special conditions about Ottawa or any other particular City or geographic area or country and doesn't say anything about the cold weather it doesn't but it's too late for Kathy and Craig did you do the spark plugs I did eventually the several months later how do you feel about that now that I was dumb that I got taken in because this says right here in the thing that's in your car 160 000 kilometers yeah that's another two or three years of driving in spite of knowing better I still did it because they recommended and they sort of plant that little seed of doubt and you think well maybe they do know what they're talking about dealerships in Canada can make on average only about a thousand to twenty five hundred dollars on each new car sale so their service centers have become important money makers wow back on our undercover test Jessica Selsey checks in at Parkway Honda I got you booked in for a piece of Mind inspection check the brakes suspension exhaust lights fluids inspection okay [Music] a couple hours later Jessica gets a phone call from an assistant service manager at Parkway Honda I had the taxation do your peace of mind inspection on the car okay the only thing you wanted me to talk to you about is actually your your brakes there's road test in the vehicle and every time he was breaking he felt some vibration the vibration that he's into duplicate is coming from the brake drums they're overheated and they're warped so what he was suggesting is to replace the rear brake drums and the brake shoes with parts and labor it could be about 621 plus tax wow is that something that I can think about okay thank you all right now 621 bucks to replace her rear brakes they also recommend another 112 dollars for a brake fluid flush if she changes them now she'd be changing them a bit early she's got 40 left and that might take another six months she might get a year out of it depending on her driving and I didn't notice anything driving the car I didn't either when I had the drums off everything looked perfectly normal for that age a break but there's something critical the Dealer's not mentioning the largest recall in Automotive History metal fragments from the exploding ammonium nitrate capsule inside Takata airbags have killed at least 14 people hurt more than 180 including a metal shard that went through this woman's face in 2013 while she was driving her Honda Civic I've taken the bin off your car and run it through the Honda system your car has a passenger side airbag that's made by Takata that needs to be changed wow so why wouldn't they have mentioned that to me he basically said he would be doing everything short of a safety on it which in my mind should include an airbag that is the number one safety problem facing your car right now it's not rear brakes it's the airbag recall and so for him not to mention that is unbelievable to me heads back to pick up her car maybe they'll tell her about the recall in person the same assistant service manager from the phone call hands are the results of their inspection but under any outstanding recalls incredibly it's checked no Jessica gives him another chance to own up the first three or four times I asked him if there was anything wrong with the car or if it had any other safety concerns other than the brakes he said no but then without having to look it up [Music] he finally said at the end oh yeah I think there's a recall and then he made mention that he didn't have the part and he'd have to book a later date for me that just makes me sick because now I'm driving a car that's unsafe to both me and my passengers we contact this assistant service manager for an explanation but get no reply why would a dealership not tell a customer about this the dealership has has this business relationship that's special under contract with the manufacturing facility in that agreement they have to do work at a much reduced rate do you think that ever influences dealerships telling people about recalls absolutely so did it influence Parkway Honda for weeks we've been asking Parkway Honda to come on camera to explain why they've been recommending Jessica get service she doesn't need but not telling her about the service that she does need well they've told us they're going to do an internal investigation but they will not talk to us on camera that's what they've said let's go chat with them service manager arapassian stops me at the door not allowed with the cameras it says private property okay but do you have an answer about why she's not being told about the recall please but it's still it's you know that that's not an answer to the question about why she's not being told about a recall it's still not an answer the upsell continues a Powers Theory push steering your steering you know is probably going to get tighter that's just funny it's like totally made up this is your Marketplace [Music] the real deal on dealerships we're heading undercover again testing the advice you get at dealership service centers bait car number two a 2013 Jeep Wrangler the owner Eric works for us and for months he's been getting emails telling him to bring the Jeep in for service so we asked him to make an appointment here at Toronto Chrysler Dodge Jeep Ram good morning what will this service advisor recommend [Music] check out Eric's owner's manual it says it can be up to 16 000 kilometers or 12 months before the change oil message appears there is no message and it's only been eight months in just over two thousand kilometers since Eric's lost oil change her assessment isn't over yet it'll take a couple hours for their technician to do an inspection in the meantime we want to get some inside knowledge so we track down a former service advisor willing to share Trade Secrets when your service advisor you are a salesperson this is how you make your living right so you have to upsell them they come in for an oil change you're upselling somebody Lucas lung worked at six different dealerships we present it in a way and let them know that this is what you should do if you don't do it what's gonna happen I'm a customer coming in what do you say to me right out of the gate hey uh so I see that you're here for an oil change today uh you're at 150 000 kilometers actually and you're due for a timing belt as well as a coolant flush you can do it it's up to you but if you don't do it what happens is the belt might wear out and when it wears out you know like this could cause overheating of the engine or cause even more problems down the road so was there ever something in the dealership that look different from what the owner's manual said in terms of a schedule they would have a little uh a board that shows you what needs to be done at what kilometers but then there aren't things on the side that they do recommend that's suggested you know recommended but not necessary for example power steering flush throttle body service transmission flush you accumulate an x amount of numbers each month and you get a paid based on that meanwhile Toronto Chrysler's inspection is complete once a year for an oil change is not acceptable not acceptable we show the footage to Mark Winton you want your warranty to continue with your transmission you have to keep up on your oil changes if they ever ask for it if you have a transmission problem they're not going to warranty it the truth of the matter is you can avoid your warranty if you don't follow Chrysler's scheduled maintenance advice not hers this person is saying you know you need to change your oil every three months no this goes against what Chrysler says to do with its own product the service advisor lists their other recommendations you guys are missing everything tire rotation brake inspection you do need brakes really she doesn't know we're also getting Mark Whitten to do his own inspection of the Wrangler [Music] so does he need brakes I wouldn't do that I would wait another year or two given how much this car is being driven it makes no noise the brakes have full power are they worn down yeah they're about half worn down but uh the owner's going to get another uh you know a year or two out of this no problem the service advisors not finished we need an alignment okay you need to replace your filters a whole bunch of things you guys need to do your air filter should be replaced once a year I just inspected this car it does not need alignment the air filter doesn't need to be replaced once a year ing to the maintenance schedule again overselling there's a conflict of interest in this business and it's kind of hidden people don't know they work on commission but they do I would say 90 of these dealerships do work by commission how much of your salary could end up being on commission more than 50 percent more than 40 percent really one of the dealerships I have worked for I was 100 on commission was that an incentive to sell something that either wasn't necessary or wasn't necessary at that moment yes I would definitely say so being 100 commission I was very nervous like every day because you don't know how much you're going to be making some customers may not necessarily need it right away but they're they're obligated to do it because of how I advise it how I put it on the table back of the dealership your spark plugs or Doom spark plugs basically is the brain of the vehicle if something goes wrong first thing we're going to check is a spark plug well we checked the spark plugs in the owner's manual and it says Eric's don't need to be changed for another 107 000 kilometers or six more years a power steering flush to steering your steering you know is probably going to get tighter because it needs to be flushed up that mileage right now they do not recommend flushing it and as far as this other stuff it might get tighter the steering that's a that's a great one I mean that's just funny it's like totally made up think about it okay just don't wait too long if you have any questions just give me a call okay we do have questions we call and email but this service advisor doesn't reply we also contact the dealership but getting answers from Toronto Chrysler Jeep Dodge Ram that's been the tricky part so we're gonna pay them a visit ask in person general manager Dave Dodds hey how are you good how are you good I'm David with CBC Marketplace David I'm sorry about this as a private property I'm afraid I'm gonna have to ask you to go I can go but I'm just trying to get to the bottom of why you're recommending service that isn't required on a vehicle or why you're recommending service more frequently than than the manufacturer do you have a sense on that why you're recommending that service that often do your service advisors work on commission yeah the dealership is owned by Auto Canada based here in Edmonton with 65 franchises across the country it's one of the largest auto dealer groups in Canada we do some digging and find out so far this year they have made more on service than they have on selling new and used cars combined well we asked for some more information they won't come on camera but the president of autocanada writes to us and says he applauds the manufacturer's maintenance schedule without explaining why his dealership isn't using it will the government crack down if someone is found guilty the penalty can range from a fine to jail time potentially this is your Marketplace get more Marketplace sign up for our Weekly Newsletter at cbc.ca Marketplace this is your Marketplace [Music] caught on camera my understanding was I was supposed to bring it in for regular maintenance aggressive upselling you guys are missing everything how you wouldn't have even mentioned the recall if this happens is there anybody protecting you to find out I head to Ontario's Watchdog the ministry of government and consumer services hey harry I'm David with CDC nice to meet you good to meet you spokesperson Harry Mally what does the law say about a repair shop telling you you need to do something before you need to do it or you don't even need to do it at all repair shops cannot offer services that aren't needed does that mean it's against the law it could be in violation to the consumer protection act so they can't mislead you if it's a service that's not needed they can't be like this is needed to fix your car what is the range of your power to penalize if someone is found guilty the penalty can range from a fine to jail time potentially it can go all that way yes a dealership would say this is the work that you need to do and then we would go to experts and they would say no it doesn't need to be done your brakes can last for months or maybe another year before they need to be changed so in those cases we we want those consumers to reach out to us if there was a violation we want to know so we can do something about it and we can find any Bad actors that may be out there so we we need the help of consumers to make us aware you know I think when I go and buy a car I am aware that the salesperson makes a commission that's how they make their money I think a lot of people would be surprised to learn that many service advisors people you come and meet they too are on commission and that they are essentially incentivized to sell you more we want to make consumers aware that they have those rights they they need to know that when they go to these technicians whether they get a commission or not they can't offer you Services you don't need and we can look into that if they feel like some their rights were violated I have worked for brands that really focuses on customer service like 100 customer service no you don't need to really sell sell sell sell I mean like it's good so there's good guys yes oh absolutely I've worked with amazing companies out there so what can you do to prepare if you're going into the dealership before you go look at the mileage on your car see how many kilometers are on it then have a look at that owner's manual go to the maintenance section and see what's required at that mileage or slightly before somewhere near that mileage or months and once you know what that is go right to that service advisor and say I want these things done and what if they push back well if they push back you walk out the door advice Jessica Selsey could use since our first bait car test she's been getting notices in the mail from Parkway Honda that I needed spark plug spark plugs shocks struts things like that even though my car was just there and they just inspected it but nothing about the Takata airbag if it wasn't for Marketplace I wouldn't have known there was a recall on my car today she's bringing it to a totally different Honda dealership to finally get that airbag replaced done finally what a relief I've been so stressed out about having people in my car having passengers like I didn't realize how much it was bothering me driving in traffic until now that it's finally done my car's safe yay we're inside farmers markets the Homegrown ones are they are they yours then or is it all local people at the market don't know if they're buying that food and they're being lied to are you really buying direct from the farm we follow the trail consumers are paying a premium for your product because they think that you grew it are you ripping people off [Music]