Who gets the $ if I check out with another service advisor?

Question

On Thursday I went to a local Toyota dealership to replace the secondary air injection pump for $1600 ('07 V8 4Runner, 152,000 miles). The work order was written by "service advisor A," who also got me a loaner car. Still very thankful for it. The next day, he called me around lunchtime to say that the repair was finished. I missed that phone call; I was working, and was pretty sure that I could not get there by 5:30 to pick it up

Advisor A called me again around 4pm, asking if I could pick up the car before the end of the day (Friday). I told him that I wouldn't be able to make it, and I would come on Saturday to pick it up. Then he suddenly asked for my credit card information, saying that he would get it taken care of right now because the service center would be crazy busy on Saturdays. I told him that I will be paying by a check. Then he insisted that all Saturday pick-ups must be paid for by Friday. I finally told him that I am not comfortable giving out my credit card number over the phone for such a large amount. Then he said "I am not sure why you would feel that way, but ok." And hung up on me as I began to explain.

The dealership was mostly empty when I got there early Saturday afternoon. I did give my ID and credit card info when I took out the loaner car (they photocopied it), which is totally fine because I understand that's the proper procedure and I am there in person when it's being done. I ended up checking out with a different advisor, whom I will call "advisor B."

I understand that advisor A works on commission and has a family. And I do feel bad about this, even if it's not my fault. However, I am upset that I am paying over 1K of my own money to be treated like ****. When he asked for my credit card number, I legit thought this was a phishing scam, because I have always paid for the service in person when I pick up the car. Plus I have never conducted a transaction that big over the phone. In the past I've had to change banks before because my credit card info was breached during Covid, so I am still sensitive about these things.

Could anyone please enlighten me how the pay structure works for the service departments? I've read some about car salespeople, but that's a different department (no matter how many people you've talked to over the process of buying the car, the last salesperson who signs the deal usually gets the commission). In my case, the work order has advisor A's name written on it, but it was advisor B who handled the transaction and gave me my keys. Who is the real jerk here (me or advisor A?), and who gets the commission - advisor A or B?

MountainManJoe · Accepted Answer

Commissions are awarded for selling big ticket items like cars. Service advisors don't get commission.

If you really feel like it, you can have a word with the manager about advisor A's conduct, but I would probably just move on with my life. There are far more important things to worry about, and there's no shortage of idiots out there. Especially at dealerships (who you should avoid), and especially these days when service has gone down the toilet. I would be absolutely thrilled if they even fixed the car properly.

Rui · Answer

Adviser A definitely, service guys don't work on commission. Either they get an hourly rate or they are outside contract workers. So there's no reason to insist on you paying over the phone. And I suggest to never pay prior over the phone, always pay at the time you picking your car up, unless you agree to pick your car after hours from their lot then you need to pay first, but in your case service Adviser A is rude and should get some lessons on how to talk to people professionally, he's representing the dealership and gives it a bad reputation that way.