Just got my car back from the service department and struggled with the ugly bill - the 100K mileage service maintenance (I now have 95,462 miles on the 2006 DTS), new brakes, new battery, and misc repairs (Engine Strut Mount and Front Sway Bar Links). The total cost was bad enough but what "steamed" my radiator was the fine print of the 15% discount coupon that I assumed applied to this service.
I am always cautious about reading the fine print of coupons and this one was full of caveats (present at time of service, applies only to parts and then an obscure reference to previously discounted maintenance menu items. Hmmmmmm what' that mean?
Yes - you guessed it - that "catch all phrase" applied to everything except $150 of parts with a total discount of $23 on a maintenance bill of over $2K! Needless to say, I was ready to drive the car through the showroom window. It took a discussion with the Service Manager, and a 10 minute wait to calm me down. In the end the dealership did the right thing and came closer to my expectations and discounted the bill about $200 (10%).
It is these interactions that create mistrust in the automotive mechanics industry (a close derivative to the feeling of interacting with a Used Car Salesman). I will say this dealer neutralized a customer service situation and I would continue to consider both sales and service at this dealership in the future.