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2021 Crosstrek Premium 2.0 CVT
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Discussion Starter · #1 ·
Hey y’all.

So if you’ve seen my post about trashing my transmission and cat converter on a rock on the side a main road, this is the most recent issue…

Monday the service manager said all the parts were in and the car should be ready by the end of the week. I finished work and 4pm and go over to pick it up because he hadnt returned my call asking if it was ready, so I got a ride and just stopped over.

I see it on a lift, and ask a tech standing nearby if I can go look at my car to see the progress made. He says sure go ahead.

As I approach my vehicle up on the lift, a woman from service scheduling rages toward me screaming that I can’t be in there and I need to leave. I explained that the gentleman (and pointed) said I could look at it quick to see how far it’s come along. She continues to freak on me and demand that I leave or she will have me removed. I said there’s no need to be upset, the service manager has brought me in or let me come over and look at my vehicle while it’s on the lift before. She says “yeah with an escort but you can’t just come in here on your own!!!!” To which I politely smiled and said, the gentleman just said I could come look at it, no harm done. She continues to freak out so I finished my 15 second scan of the work being done and headed out without further comment.

My question for you all is - are you aware if this is normal? Is there any law that dictates a customer has a right to see thier vehicle in a dealership service dept? Is there a law that allows a service dept to keep a customer from seeing thier vehicle up on the lift?

To say the least, I am Certainly upset with the woman, who was very rude, unprofessional, and confrontational for no reason whatsoever. If anyone lives in the upstate New York area, beware - this Karen’s name is Audrey and she works at the Plattsburgh Della Subaru.

If there is a right for a dealership to deny access to my vehicle while it is in the shop, I will comply of course - but this manic aggressive Karen as pushed my buttons too far, you can ask nicely or leave me alone.
 

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2023 Pure Red Limited
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133 Posts
I agree: it's a safety/liability issue first and foremost and no, you don't have a right to go behind the scenes in a business. You likely have the right to say something along the lines of "stop touching my car, give it back, I'm out" but you don't have the right to go in the garage. If one person invited you in and you then got called out, that sucks, and likely means the guy who invited you in got reprimanded on some level.

Also, I don't think "Karen" means a woman enforcing shop rules, but good try :)
 

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2018 Crosstrek Limited with Eyesight
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My late father operated a major oil company franchised service station in the 1960s.

In addition to gasoline sales, he had a very thriving repair business.

This thread reminds me of a tongue-in-cheek sign which he had posted near the service area:

REPAIR LABOUR RATES
Regular Rate - $6.00 per hour
If you watch - $12.00 per hour
If you help - $18.00 per hour​

I think his customers usually got the message and also had a good laugh.

And yes, $6.00 was the rate back then.

😊

JayTee
 

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2021 Crosstrek Premium 2.0 CVT
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Discussion Starter · #8 ·
My late father operated a major oil company franchised service station in the 1960s.

In addition to gasoline sales, he had a very thriving repair business.

This thread reminds me of a tongue-in-cheek sign which he had posted near the service area:

REPAIR LABOUR RATES
Regular Rate - $6.00 per hour
If you watch - $12.00 per hour
If you help - $18.00 per hour​

I think his customers usually got the message and also had a good laugh.

And yes, $6.00 was the rate back then.

😊

JayTee
This is golden, I love it!
 

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Discussion Starter · #9 ·
Rights are given by our Creator or by obvious ethical principles. It's a private business. No rights are associated
You are 100% correct. Normally I am the last one prancing around trying to invoke “my rights” as I don’t even believe most of the American “rights” are actual, I refer to them as privileges. My only right was given to me, the cost paid for by my Best Friend, and it’s a right to an eternal position of total liberty.

I have been keeping that truth in mind - obviously I’m upset with how I was treated, but I do realize I have no rights technically. It’s complicated trying to balance it all these days.
 

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Discussion Starter · #10 ·
I agree: it's a safety/liability issue first and foremost and no, you don't have a right to go behind the scenes in a business. You likely have the right to say something along the lines of "stop touching my car, give it back, I'm out" but you don't have the right to go in the garage. If one person invited you in and you then got called out, that sucks, and likely means the guy who invited you in got reprimanded on some level.

Also, I don't think "Karen" means a woman enforcing shop rules, but good try :)
She could enforce shop rules in a professional
Manner. The reason I invoke the Karen meme power is because she acted like the queen of all Karens, and she deserves the title.
 

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Discussion Starter · #11 ·
Agree with AM407. A shop can be a dangerous place for accidents. You also can't just wander into a restaurant kitchen.
Of course, agreed! I wouldn’t presume to just waltz in without asking - which I did, and I was permitted, and then reprimanded for being permitted, and then threatened to be removed if I didn’t leave on my own. Of course I kept the peace and left on my own promptly, thanking the gentleman who extended the courtesy of letting me look at my own vehicle.

I admit I posted while still hot from it all. My complaint is her manner of informing me I cannot be in the shop. Firstly that is false seeing as she is only a service advisor and the service manager has allowed me in many times. Secondly, if you come at me, a 6’1” 300lb tank, like a chihuahua on crack, I’m not going to take you very seriously. Politeness goes a long way.

I realize we don’t have the “right” to just waltz into a business’ place of behind the scenes work - for both safety reasons and insurance violations, privacy etc. Seeing as the vehicle is my personal property however, I would expect the better move on her part would have been to simply accompany me there the rest of the time I examined my vehicle instead of lecturing me like a one year old as to why I was there - even after explaining that I asked and was permitted to.

then again, can we really reason with anyone these days? I digress.
 

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From how you describe your physical self, she's earned my respect that she decided to "take you on"! 😉 That said, she certainly could've treated you better. Of course, we have no idea what experiences she's had with other customers. She may have to deal with this on a daily basis and it has worn on her patience. It's the classic "walk a mile in their shoes" before judging. I know, I know, easier said than done.
 

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It’s also possible that she was worried about losing her job if she didn’t keep unauthorized persons from the area. From your narrative, it appears you continued to politely argue your case and permission to be there and then completed your 15 second inspection all while she’s trying to get you to leave. I believe there is room for criticism of both parties involved.

Doug
 

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Discussion Starter · #15 ·
It's been standard procedure for years to not allow customers in the service area. The mechanics know what they are doing, they don't need to be micromanaged.
That’s funny you should mention they don’t need to be micromanaged… I’ve delivered car parts for two years into nearly every dealer or garage in the surrounding fifty mile area. Never have I been asked at all to not enter the service garage, if anything I’ve been asked to come in and look under the car to match parts up and figure out what the mechanics needed so I can go back to the store to get the right one etc. I have been under thousands of cars, I don’t need to have some wench reprimand me on being in a “dangerous area”, the only thing I don’t have that a mechanic does is a certificate.
 

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Butchin' Moderator
2018 Orange Subaru Crosstrek Limited
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Perhaps it's the presence of a fairly large number of lawyers responding to a fairly powerful insurance industry that aggravates things. A shop seems like an easy place for a visitor to get hurt and many of the tools are the sometimes unguarded expensive personal property of individual mechanics who are busy working. Some bosses probably frown on mechanics, given precise hourly time slots to do particular work, to be available for questions.

Doesn't sound to me that you did anything wrong if an employee said ok though.

Seems a fair place to start assuming that the woman felt she had been made clear of her responsibility to prevent folks from coming in by her boss so although her approach might be suspect her goal might not. Personally I think you deserve to be treated with the respect of a dealer who is probably glad to have your car and your cash and might not be glad if this kind of approach takes you, your car and your cash elsewhere. I'd assume responsibility on this to be at the top of the food chain though until proven otherwise. It would make me hesitate to return until I talked to the boss who showed his desire for you to return as a customer.

How come the world seems a bit more intense and crazy of late? Getting old I guess...well got old actually.
 

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2021 Crosstrek Limited, Pure Red
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Whenever you read a story about someone’s interpersonal conflict on the Internet, the most important thing to remember is that the story always has two sides, but you’re only hearing one of them.

In this case, it seems like the only appropriate thing to do when asked to leave a work area is to immediately do so, and then have the follow up conversation afterwards. Choosing to continue the disagreement on the shop floor doesn’t reflect well on the customer, at all.
 

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Where we are there are signs on all service bay areas that state due to insurance regulations customers are not allowed in the service area.
 
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