Hawk Cadillac of Joliet Service

"My brother dropped his car off to get an oil change on April 15th, 2023. During the afternoon we received a message from the service department recommending services to be performed which was rear brakes, air filter and cabin filter. This raised some questions because there is a K and N filter in the vehicle that doesn’t need to be replaced. When we arrived at the service department to pick up the vehicle, I questioned whether a mechanic looked at the vehicle before recommending service. The service representative said no, the computer will tell us based on their service records if service is required. I said how can you recommend service to be completed on a vehicle that doesn’t require it or inspect the vehicle to assure it is needed. He reiterated that the computer would recommend the repairs and if the client approves the work to be completed, they will perform the repairs. I confirmed with him, so if the vehicle doesn’t need the repairs done and clients are trusting the dealership is being honest with the repairs needed you will do the work regardless of if it is needed or not because the client trusted you and said OK. The service rep said that is correct because the client authorized it. This sounds deceiving and a practice that allows them to take advantage of clients that may not know better to question such recommendations. Always ask questions and if needed get second opinions. Positive: When they do repairs, they do them right. I hope that they would only repair what is needed after visual inspection rather than taking the recommendation of a computer."