Subaru Repair: 96 outback questionable dealer estimate, mechanic friend, dealer estimate

Question
Hi Frank,
I purchased a '96 Outback 2.2L with 117,000 mi.  Since the previous owner admitted never having the 60,000 mi. service done (timing belt etc.), the price was adjusted accordingly.
It started at $4500 and ended up at $3300 for various needed repairs...it's otherwise a very strong a cool running clean car with leather int.
From previous experience and research, I figured about $700 to do the complete job (seals, water pump, etc.)would do, and confirmed that with a very trusted mechanic friend who operates his own very successful shop in Kona, HI. He isely insisted on factory Subaru seals.  When I called the dealer for seals they of course said "you should have the work done here by a certified Subaru tech." As forementioned, I have a trusted mech. friend already, but asked for an estimate anyways.  They quoted me over $1000 in labor (12+ hrs!) and another $800 or so in parts.  After picking my jaw up from the floor, I asked them to break down the labor hrs. They (rather irritatingly) quoted me est. labor hrs. from "the book" for complete start-to-finish jobs for each facet of the "complete job". 4+ hrs for t-belt, 3+ hrs for water pump, and 4+ hrs for the 3 seals!! I tried in vain to explain my point of view that a large portion of the work would already be done ONCE just to get to the repair site--which is, as you know, the primary reason it is wise and cost effective down the road to replace parts that are not broken or questionable (i.e. water pump & seals) while you are in there. The fact that I was being quoted as if it had to be done 3 separate times was just not right.  He pulled out the "fear factor card" and smugly stated that 'customers who want to keep their cars running right have no choice but to pay for "proper" maintenance.' I tried very tactfully but assertively to explain to him that proper maintenace is not the issue here at all--that's precisely why I am having the "complete" timing belt job done, but being charged 12+ hrs. for a 4-5 hr. job is very much an issue for a 'slightly more aware' than average ditch-digging consumer!

Is this standard dealership practice?  Am I over-reacting?

Thanks Frank,

JMM  

Answer
Jay,
  You are not overacting at all. Unfortunatly there are some dealers out there as well as indiviual shops that just don't care, which puts a bad rep towards the good ones. Being that our dealership is considered #1 in the nation in sales and service, and owned by a wonderful woman, her main goal is customer satisfaction. Now with that in mind, I am not only just a tech at our dealershio, but I am also a service writer ( the one that would give you the estimates) so I can honestly give you the estimate it would cost to do it at our dealership. Now, the bad part is our labor rate goes up tomorrow,, from $83.00 p/h, to $88.00 p/h.  Labor broken down, Timing belt with water pump replacement 4.8 hrs, 1 hr extra for cam and crank seals. Parts prices are approx., t-belt-$60.00, Cam seals $8.50 ea., crank seal $9.00, waterpump $150.00 ( not 100% sure on this), t-stat and gasket $30.00. Then there are misc, coolant ect. I hope this helps.  For 12 hours, we'll pull the motor and reseal the entire engine.