Feeling ripped off.... by an Indy!!

[peterzoom]

I wanted a second opinion, or several! on what has occurred with an independent who has been faultless previously.

A month ago we had our 986 in for a small service. The next evening, after the service, I was fuelling up for a trip to Yorkshire and the Cotswolds, and when checking the car over, to my great surprise the oil level was down to one bar above minimum on the electronic gauge and also just above minimum on the dip-stick. As we were leaving early next morning and the car was potentially being traded in on a deal for another vehicle during our trip I felt I had no choice but to check it for leaks there and then, satisfied that there were none I topped it up to level and we set off next morning. We stopped several times on the journey to allow me to double check the level and thankfully all was perfectly fine. In fact over almost 1000 miles the level dropped just one bar from full and showed just below Max on the dip-stick.

I called the Indy on our return to discuss what had possibly happened and they offered to check for leaks but couldn`t offer any other explanation and that was all that was offered. My take is that it was most likely short filled during the service and that I have paid twice for a missing 1L of oil. Once during the service and also when I had to buy a lire at the petrol station.

Anyway the car was sold on our return and a 987 bought as its replacement. I put the `new` car into the same Indy for an oil and filter change only, specifically and only an oil and filter change, nothing more was asked for. My wife went to collect the car and was presented with a bill for over £274!!!!!!!!!!! She was told that the had carried out several other tasks (including £50 for a cabin filter). Now to say I am hacked off would be an understatement and can`t get my head around what the heck has happened to an otherwise reliable and trusted garage.
My wife paid the bill to allow her to collect the car and get on with her day and I feel that we are a bit on the back foot now, given that we have settled the account.
Any views on how best to proceed?

[peterzoom]

Firstly, thank you all for your input. Always good to get a variety of opinion. I am not one to be throwing anyone under the bus without having a discussion about what happened and why, so that is why I was asking the PistonHead community for an opinion or three.

I fully appreciate that none of us are perfect and sometimes things go wrong, that`s only human, no problem there. So as far as the under-fill on the first service goes I feel it was a warning to keep on checking every car when it comes back from work and never, ever take anything for granted.
However, the work on the second car that was neither asked for nor agreed or discussed at any stage is really irritating me and I can`t understand why the garage chose to do work that wasn`t signed off.

We have been using this Indy for over 5 years and never had this kind of issue. Conversely we also use another Indy for Jaguar work and have done for nearly 30 years. They always call to discuss and agree any other works and costs that might be prudent or necessary prior to going ahead.
I feel that this is the correct and only sensible way to treat your client, keep them informed and respect the likelihood of them having a budget and not treating them like a cash machine. Because that is exactly how I feel we were treated.
I didn't mention at the start but I had already purchased cabin/air filters, wiper blades, door speakers etc etc with the intention of taking care of these consumables myself this weekend. So there was never any question of anything other than an oil and filter change being asked for, there simply can`t be any confusion about what was asked for at all.
Anyway, I will be having a calm and measured discussion with the garage on Monday. Maybe we just have to re-emphasise the terms of business, I hopes so. I am not unhappy that the work wasn`t done or anything like that. I do object to paying £50+labour for a £22 filter that I already had however.
But, thanks again everyone.

[peterzoom]

Well I had an amicable chat with the owner of the Indy today. He was also surprised that our bill had gone beyond the oil and filter change requested. It seems that once in the workshop the job card had somehow become a Minor Service, less the cost of the 1l of oil short filled previously and a further allowance for the 1l of oil I had had to purchase at petrol station (ie stress purchase)prices.

We agreed that as none of the items were requested, beyond oil and filter ( the vehicle had been serviced by another Porsche Indy in Essex 6 months ago)they should not have been done without consultation and that this was unacceptable. But, also, as the items taken care of were genuinely required and clearly had been taken care of, it falls under the `No harm, no foul` understanding. Other than I have his word that it won`t happen again and I believe it was a genuine mistake, we parted on best terms and I am happy to continue to be a customer.

So we have a clear understanding that any works beyond those requested will not be carried out without authorisation or refusal to pay will be the default option. I am happy that this was agreed mutually and feel confident that it was just a mess up internally at the garage that was compounded by my wife simply paying up rather than challenging the price, leaving me feeling sore about the invoice price almost doubling.

I noticed that someone commented about the cabin filter being cheap. Not at £50 plus labour charge it isn`t. I bought a Bosch activated charcoal filter from Euro for less than £25, there is no way under the sun that a £50 Porsche branded part of this type is going to be any better. But we all have a choice to make and while I wouldn`t be keen to use less premium products, I do feel that companies like Bosch/Brembo/Mobil/Michelin etc etc are unlikely to be supplying dealerships with better products than they sell through other retail outlets.
Thanks to all of you for sharing your views and opinions, much appreciated.