Dealer Recommended this CAF changed...

J

JWC86

Joined
Jul 11, 2021
Messages
989
So my truck was at the dealer for a warranty heater core replacement when I get a call from the "service advisor". She says the tech claims the CAF is very dirty and recommends replacement and since hes in there anyways I can save the labour and they will only charge me the low price of $49 for the filter.

I found this very odd as I have recently replaced the filter two months ago, 5,187 miles (214 hours) so I declined stating I have a stack of them at home and do them myself.

So yesterday I get the truck back from the dealer and I'm very curious to see how dirty this filter is, this is what I found...
image001.webp

image002.webp

image003.webp


What I would really like to know is if the tech actually recommended this be changed or if the "service advisor" is just trying to push products? I've heard they get a commission on such things?

In general I've had good experiences with this service department as far as the work done but my dealings with the "service advisors" not so much. One of them flat out lied to me so I will not deal with him anymore.
 
JWC86 said:
So my truck was at the dealer for a warranty heater core replacement when I get a call from the "service advisor". She says the tech claims the CAF is very dirty and recommends replacement and since hes in there anyways I can save the labour and they will only charge me the low price of $49 for the filter.

I found this very odd as I have recently replaced the filter two months ago, 5,187 miles (214 hours) so I declined stating I have a stack of them at home and do them myself.

So yesterday I get the truck back from the dealer and I'm very curious to see how dirty this filter is, this is what I found...
View attachment 234198
View attachment 234199
View attachment 234200

What I would really like to know is if the tech actually recommended this be changed or if the "service advisor" is just trying to push products? I've heard they get a commission on such things?

In general I've had good experiences with this service department as far as the work done but my dealings with the "service advisors" not so much. One of them flat out lied to me so I will not deal with him anymore.
Click to expand...
That filter looks good to me..
 
Yep, looks like a 2-month old filter. No need to replace that.

I could see replacing the filter if it were even a little dirty since some are hard to get to, and the tech probably had to remove the filter to do the work anyways. But that is not the case here.
 
wemay said:
I would go to my manual and point out the mileage/timeframe.
Click to expand...

Issue is, there is always a disclaimer in the manual about inspections. So it's time/mileage, or sooner if needed upon inspection. Makes sense some folks drive in extreme environments requiring more frequent filter changes.
 
TheOilWizard said:
Issue is, there is always a disclaimer in the manual about inspections. So it's time/mileage, or sooner if needed upon inspection. Makes sense some folks drive in extreme environments requiring more frequent filter changes.
Click to expand...
This is true. And if something goes wrong with your AC, they can revert back to this denial of replacement. Ridiculous i know, but with what we've read lately, entirely possible.

That filter is clean. Makes me want to change both, my engine and CA filters before any dealer visit. At least it will 90% cheaper.
 
I've got a local shop I use on anything not warranty paid. They refuse to do work whenever they don't agree with it. If I went in and without knowing asked to replace that filter they'd look at it and tell me no, it isn't ready yet. Sounds like they were just trying to sell a high profit job on the theory the majority of customers have no clue and automatically say yes.
 
wemay said:
This is true. And if something goes wrong with your AC, they can revert back to this denial of replacement. Ridiculous i know, but with what we've read lately, entirely possible.
Click to expand...
That makes sense, luckily I have this documented with pictures. The service manager seems like a decent guy, I'm temped to take him these photos and see what he has to say. I showed him some less than stellar work done by his techs on another occasion and he was glad I did and made it right.
 
JWC86 said:
That makes sense, luckily I have this documented with pictures. The service manager seems like a decent guy, I'm temped to take him these photos and see what he has to say. I showed him some less than stellar work done by his techs on another occasion and he was glad I did and made it right.
Click to expand...

To answer your original question, yes, I do believe this was simple upselling. Any reasonable person could look at that filter and tell it's nearly new. Filters, wiper blades, and the such are high-margin replacements and the techs/advisor probably make commission of some sort.
 
Leo99 said:
You might be erroneously thinking that dealer actually inspected your CAF.
Click to expand...
According to the OP, the tech claimed it was "very dirty" which would imply it was inspected. Whether they actually inspected it or not, there is some dishonestly taking place. Additionally, since the heater core was replaced, there is a very good chance the filter had to come out of the vehicle.
 
JWC86 said:
So my truck was at the dealer for a warranty heater core replacement when I get a call from the "service advisor". She says the tech claims the CAF is very dirty and recommends replacement and since hes in there anyways I can save the labour and they will only charge me the low price of $49 for the filter.

I found this very odd as I have recently replaced the filter two months ago, 5,187 miles (214 hours) so I declined stating I have a stack of them at home and do them myself.

So yesterday I get the truck back from the dealer and I'm very curious to see how dirty this filter is, this is what I found...
View attachment 234198
View attachment 234199
View attachment 234200

What I would really like to know is if the tech actually recommended this be changed or if the "service advisor" is just trying to push products? I've heard they get a commission on such things?

In general I've had good experiences with this service department as far as the work done but my dealings with the "service advisors" not so much. One of them flat out lied to me so I will not deal with him anymore.
Click to expand...

It is standard upsell, I doubt they even looked.
Years ago, I needed an OC on a Sunday, and had a coupon for a VIOC OC for $19.99.
I legitimately knew that both the AF and the CAF were dirty, so I ordered both from an AAP at the top of the hill with a 40% off coupon.
I changed both out in the AAP parking lot and drove down to the VIOC.
I tossed both boxes on the back seat out in the open, and was going to dispose of them when I got home.
So, I stood and watched him check both.
He brought the AF into the waiting room and announced that it was "Barely passable" but that I could change it out next time that I came in.
I said that since the AF and the CAF only had about 400 feet on them, it might be longer than that. I pulled out the receipt where I bought them that day, told him that I changed them out in the parking lot at the top of the hill, and that he could reinstall it back the way he found it.
He went back to the garage, finished up, and sent someone else out to ring me up.
He appeared to be suffering from some rump rash.
 
Just tell him, "Thanks, but no. I changed it only two months ago so I don't know why your tech it telling you that."

A very non-accusatory way of telling him you're not a dummy and to not bother trying to up-sell you on anything else.
 
LDB said:
Sounds like they were just trying to sell a high profit job on the theory the majority of customers have no clue and automatically say yes.
Click to expand...
I only use the dealer for warranty work. Seems everytime I go they try to sell me some service, until now thou is been harmless as its things I've already done but they wouldn't have a way to know that. With this however they have lost what little trust I did have with them.
 
To be fair, some guys like to install a fresh cabin filter with their heater core jobs, so he probably told the service writer to "persuade" the customer to buy one.
 
Had same issues when took my wife's Honda Pilot in for warranty work. I changed the cabin filter the week before the dealer visit and received a call that it needed replacing. I said not to change it as I have many at home and will do it later. I got to the dealer and had the service writer come out to the car with me and pulled it out and showed him it was clean and recently changed. The look on his face was priceless especially with other customers watching.
 
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