Misrepresentation of diagnostics, inflated and unnecessary repair estimates, upselling tactics
I brought my 2017 Toyota Corolla (about 100,000 miles) to K.A.R. Shop on September 11, 2025, for a simple brake inspection and mentioned a couple of routine services the car would also soon need. However, what I was given an estimate for over $5,000 of work, mostly in unneeded parts and two “preventative maintenance” packages— representing about half the value of the car. Heres' thew breakdown:
The manager claimed I needed a new air filter (which I’d replaced recently and was verified by a professional as still clean), a new battery (“sweating,” and “350-360 CCA”, I was told), a full suspension overhaul ($3,400 - the dealership charged $2,000 for the same service), and a radiator overhaul ($900 + which I purchased). The two latter services were described as “preventative maintenance.” There were no actual leaks or breaks in either system. Toyota, along with another independent shop later confirmed those recommendations were unnecessary. The suspension was determined to be "fine" and the radiator likely needed no work given the make, model, and milage on the car, according to the dealership. When I asked the manager why his price was 60% above that of the dealership, he responded by saying he'd have to start buying his parts from them.
Additionally, the battery tested at over 500 CCA at the dealership and was deemed not in need of replacement. The battery was also under warranty. The shop manager didn't ask me if this were so. He just offered to sell me a brand new one.
I refused the first three service options (air filter, batter, suspension overhaul) but opted for the radiator overhaul. However, after contacting the shop manager with my complete list of complaints, including what the dealership had said about the lack of need for radiator service, the radiator service charge was refunded. (Part of the package included $45 for a new radiator cap. The dealership charged $28 for a factory replacement.) When I asked the shop manager why he thought I needed the radiator service in the first place, I was told, "Just in case your car were to break down on the highway." Toyota told me they only do work on needed repairs. They thought the preventative maintenance ploy was preposterous.
I decided to report this incident because the problem with the company, as I see it, is the larger pattern of inflated and misleading recommendations which ultimately destroyed my trust in this shop. I do not want other customers to receive the same brand of predatory service recommendations that were proposed to me.
Bottom line: I went in for a brake check — which they never did (and it turns out I actually needed according to both Toyota and the other independent shop) — and left with inflated estimates and pressure to purchase unnecessary parts and approve unnecessary work. Buyer beware.
Net Promoter® NPS®, NPS Prism®, y los emoticonos relacionados con NPS son marcas registradas de Bain & Company, Inc., Satmetrix Systems, Inc., y Fred Reichheld. Net Promoter Score™ y Net Promoter System™ son marcas de servicio de Bain & Company, Inc., y Fred Reichheld.
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The manager claimed I needed a new air filter (which I’d replaced recently and was verified by a professional as still clean), a new battery (“sweating,” and “350-360 CCA”, I was told), a full suspension overhaul ($3,400 - the dealership charged $2,000 for the same service), and a radiator overhaul ($900 + which I purchased). The two latter services were described as “preventative maintenance.” There were no actual leaks or breaks in either system. Toyota, along with another independent shop later confirmed those recommendations were unnecessary. The suspension was determined to be "fine" and the radiator likely needed no work given the make, model, and milage on the car, according to the dealership. When I asked the manager why his price was 60% above that of the dealership, he responded by saying he'd have to start buying his parts from them.
Additionally, the battery tested at over 500 CCA at the dealership and was deemed not in need of replacement. The battery was also under warranty. The shop manager didn't ask me if this were so. He just offered to sell me a brand new one.
I refused the first three service options (air filter, batter, suspension overhaul) but opted for the radiator overhaul. However, after contacting the shop manager with my complete list of complaints, including what the dealership had said about the lack of need for radiator service, the radiator service charge was refunded. (Part of the package included $45 for a new radiator cap. The dealership charged $28 for a factory replacement.) When I asked the shop manager why he thought I needed the radiator service in the first place, I was told, "Just in case your car were to break down on the highway." Toyota told me they only do work on needed repairs. They thought the preventative maintenance ploy was preposterous.
I decided to report this incident because the problem with the company, as I see it, is the larger pattern of inflated and misleading recommendations which ultimately destroyed my trust in this shop. I do not want other customers to receive the same brand of predatory service recommendations that were proposed to me.
Bottom line: I went in for a brake check — which they never did (and it turns out I actually needed according to both Toyota and the other independent shop) — and left with inflated estimates and pressure to purchase unnecessary parts and approve unnecessary work. Buyer beware.