My Recent Trip to Passport
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Joined: Jun 2003
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From: East Coast
My Recent Trip to Passport
As many of you know, I've been bouncing back and forth between Passport Infiniti and Infiniti of Chantilly to get my yearly maintenance done on my car every 15k/12mo. This time I took my G to Passport.
I made an appointment, dropped the car off in the morning, and asked that my car be ready by early afternoon so I can beat traffic out of that god forsaken area during rush hour.
Fast forward to late afternoon. I call them a couple of times to see if my G is ready. I realize after talking to my service rep, that he just put my G on the rack! He tells me it will take about 30 minutes. I just head over there and wait while they finish and finish the paperwork. They apologize and say that they were swamped today. I was a bit annoyed, but tried to understand their situation.
The big surprise came when I was ready to pay for the service at the cashier's counter. I look down the invoice and do a quick glance at the numbers..... and WHOA!!! $16.30 for a .... wait for it... wait for it..... A standard issue Nissan branded oil filter that I can buy from the parts department at $5 a pop. I question this line item and I go back downstairs to talk to my rep. At first their is disbelief, then unfortunately the service manager tries to explain this away saying that costs of service items have gone up and the prices come up via code through the system. Well I try to see his view, but I still question the logic of charging $16.30 for a oil filter. After some "checking" they tell me that it was a typo and fixed the price anomaly and added a 10% coupon to the whole deal to make it square.
Overall, I was satisfied that Passport was able to rectify the mistake and make it "good" with the customer with the 10% coupon as a gesture of good will. However, I was bothered by the nature of the mistake and the stark implications of possible free wheeling graft that could take place given an unscrupulous service rep and an uninformed customer. It would be nice if they could put policies/technology in place to restrict or make impossible such invoice discrepancies. After the mistake, it had me questioning every other line item on that invoice. An unsettling feeling.
I made an appointment, dropped the car off in the morning, and asked that my car be ready by early afternoon so I can beat traffic out of that god forsaken area during rush hour.
Fast forward to late afternoon. I call them a couple of times to see if my G is ready. I realize after talking to my service rep, that he just put my G on the rack! He tells me it will take about 30 minutes. I just head over there and wait while they finish and finish the paperwork. They apologize and say that they were swamped today. I was a bit annoyed, but tried to understand their situation.
The big surprise came when I was ready to pay for the service at the cashier's counter. I look down the invoice and do a quick glance at the numbers..... and WHOA!!! $16.30 for a .... wait for it... wait for it..... A standard issue Nissan branded oil filter that I can buy from the parts department at $5 a pop. I question this line item and I go back downstairs to talk to my rep. At first their is disbelief, then unfortunately the service manager tries to explain this away saying that costs of service items have gone up and the prices come up via code through the system. Well I try to see his view, but I still question the logic of charging $16.30 for a oil filter. After some "checking" they tell me that it was a typo and fixed the price anomaly and added a 10% coupon to the whole deal to make it square.
Overall, I was satisfied that Passport was able to rectify the mistake and make it "good" with the customer with the 10% coupon as a gesture of good will. However, I was bothered by the nature of the mistake and the stark implications of possible free wheeling graft that could take place given an unscrupulous service rep and an uninformed customer. It would be nice if they could put policies/technology in place to restrict or make impossible such invoice discrepancies. After the mistake, it had me questioning every other line item on that invoice. An unsettling feeling.
Last edited by shibal_z; Feb 26, 2007 at 02:38 PM.
How many people have just signed and paid the ticket with out checking? They are screwing people and they know it. I'll bet the next time you go in the same charge will be there.
Same thing as a hospital stay. A friggin asprin costs $5.00. A bandage that you can buy at the drug store for $1.00 will cost $20.00.
Then you go to pay your bill and they tell you, "if you pay cash, we'll cut 40% off the bill". If they have to deal with insurance, full price.
Same thing as a hospital stay. A friggin asprin costs $5.00. A bandage that you can buy at the drug store for $1.00 will cost $20.00.
Then you go to pay your bill and they tell you, "if you pay cash, we'll cut 40% off the bill". If they have to deal with insurance, full price.
Registered User
Joined: Feb 2003
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From: Maryland
I typically scan the bill for major discrepancies but I will go back and look at them. I only use Passport and I'm north of Baltimore. I always use Jeff and since Ryan joined sometimes him and I've never had a problem.
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Joined: Jan 2006
Posts: 22
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From: Alexandria, VA
Originally Posted by Texasscout
How many people have just signed and paid the ticket with out checking? They are screwing people and they know it. I'll bet the next time you go in the same charge will be there.
Same thing as a hospital stay. A friggin asprin costs $5.00. A bandage that you can buy at the drug store for $1.00 will cost $20.00.
Then you go to pay your bill and they tell you, "if you pay cash, we'll cut 40% off the bill". If they have to deal with insurance, full price.
Same thing as a hospital stay. A friggin asprin costs $5.00. A bandage that you can buy at the drug store for $1.00 will cost $20.00.
Then you go to pay your bill and they tell you, "if you pay cash, we'll cut 40% off the bill". If they have to deal with insurance, full price.
Bad *** Mutha****a
Joined: Dec 2005
Posts: 964
Likes: 0
From: Fairfax, VA
Seriously guys, for maintanence, come to me at Nissan in Fairfax. Even if I charged you full price, it would still be almost half of what Infiniti will charge you. Plus I will give you my discount. We will do the same job, with the same trained techs, with the same OEM parts, just a hell of a lot cheaper.
Why do you guys keep paying an arm and a leg at Infiniti when I can do it for so much cheaper?
Why do you guys keep paying an arm and a leg at Infiniti when I can do it for so much cheaper?
