Vault: Half the Mechanics Lied About What the Car Needed.

Summary

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The Bert Show Podcast Summary

Episode Title: Vault: Half the Mechanics Lied About What the Car Needed.
Air Date: May 12, 2026

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Overview

In this episode, The Bert Show dives into a revealing CBS Atlanta investigation exposing unethical upselling practices in auto repair shops. Hosts and callers discuss how mechanics routinely recommend unnecessary—and sometimes unperformed—car services, especially exploiting customers’ lack of automotive knowledge. The segment examines industry incentives, reactions from those caught on camera, and practical advice for car owners.

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Key Discussion Points and Insights

1. Universal Anxiety Around Mechanics

• Host’s Confession:
  • Many listeners and hosts admit feeling "vulnerable" when dealing with car repairs due to lack of technical knowledge.
  • Quote: “So whenever I take my car into a mechanic, I mean, they can jack me for as much as they want. And I always feel that vulnerability...” (01:30)

2. CBS Atlanta Hidden Camera Investigation

• The Setup:
  • CBS Atlanta’s Wendy Saltzman brought the same, mechanically sound car to multiple repair shops—rigged with hidden cameras under the hood and elsewhere.
  • Aim: To see if upselling or fraudulent practices occur when only a basic oil change is needed.
  • "They brought the same car, totally in working order, totally in healthy shape. Nothing wrong with it whatsoever." (02:32)

3. Results of the Investigation

• Half of Shops Upsold or Faked Services:
  • Out of 10 auto shops, five tried to sell unnecessary work and in several cases, charged for services that were never performed.
  • Notable instance: Shops charging for fluid flushes that their mechanics never performed, or simply adding more fluid instead.
  • Quote (CBS Atlanta Reporter):
    • “We were upsold at five of the ten stores we visited.” (03:27)
    • “They didn’t do a flush like they said they would. They just added more fluid and charged us for work that was never done.” (05:40)

Example: Jiffy Lube

• Sold unnecessary rear differential and transmission services.
• Charged $300 for services partially or never performed.
• Quote: “The mechanic moved the machine over to the car, but our hidden camera showed they never hooked it up.” (06:44)
• Confronted: Technicians and managers deny or deflect responsibility.
• Quote: “If we charge you for it, we did the service. Yes, ma’am.” (11:04)

Example: Goodyear Off Clermont

• Recommended over $1,100 in repairs, much of which was unwarranted.
• Claimed "urgent" repairs despite the car being in perfect condition.
• Quote: “The most expensive stop, with recommended repairs totaling more than $1,100.” (07:23)
• When confronted with proof, “The manager passed off our tough questions to their corporate media reps.” (11:23)

4. Industry Practices and Incentives

• Mechanic’s Wife Perspective:
  • Mechanics are often incentivized to upsell; oil changes alone do not pay their bills.
  • Quote:
    • "That's actually how they make their extra money. ...A lot of times it's the service riders that upsell. And that's really how we make our money." (08:39)
• Host Rebuttal:
  • Upselling desserts at a restaurant is different, as car repair upsells carry safety risks and information asymmetry.
  • Quote:
    • "With a dessert, at least I'm educated. I know what a dessert is... it's such a dangerous policy to pay bonuses based on service..." (09:32)

5. Customer Confusion and Powerlessness

• Manipulation of Ignorance:
  • Shops capitalize on customers not knowing what clean/dirty fluids or parts look like.
  • Quote: "They play. They. They know. You don't know anything about a car, so you don't know if your fluid's clear or black or whatever." (08:15)
• Fake Demonstrations:
  • Mechanics sometimes show customers worn parts that may not even belong to their car.
  • “They could bring a dirty one out and just say it was yours.” (08:32)

6. Shop Responses When Confronted

• Deny, Dodge, or Pass Responsibility:
  • Most deny wrongdoing or refer questions to management.
  • Some claim necessary services were “based on mileage" even when unneeded.
  • Quotes:
    • "Are you guys overcharging customers? No, we are not.” (10:18)
    • “I'm not at liberty to say.” (12:01)
    • Host remarks: “We always tease about the phrase, 'What happened was...' is always leading into a lie. Another one is, 'I'm not at liberty to say.'" (12:05)

7. Advice and Listener Tips

• Ask to See the Problem:
  • "You should always have the mechanic show you the problem, like show you the fluid or show you the air filter." (12:50)
• But, Be Cautious:
  • Uncertain if shown parts actually belong to your car.
  • Quote: “But again, how do you know it's really yours?” (13:00)
• Build a Relationship with a Mechanic:
  • Establishing trust is crucial; find a reliable, recommended shop.
• DIY Marking Tip:
  • Listener marks engine parts with nail polish to verify replacements.
  • Quote: “She puts nail polish on all of her belts and things in her engine...” (13:08)

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Notable Quotes & Memorable Moments (with timestamps)

• “So whenever I take my car into a mechanic, I mean, they can jack me for as much as they want. And I always feel that vulnerability...” (01:30)
• CBS Atlanta Reporter: “We were upsold at five of the ten stores we visited.” (03:27)
• CBS Atlanta Reporter: “They didn’t do a flush like they said they would. They just added more fluid and charged us for work that was never done.” (05:40)
• Mechanic’s Wife: “That's actually how they make their extra money. ...A lot of times it's the service riders that upsell. And that's really how we make our money.” (08:39)
• Host: “With a dessert, at least I'm educated. I know what a dessert is... it's such a dangerous policy to pay bonuses based on service.” (09:32)
• CBS Atlanta Reporter confronting Goodyear: “We're talking about $103 worth of stuff that you're recommending and you can't show us... you're telling us these things need to be done.” (11:23)
• Listener Tip: "She puts nail polish on all of her belts and things in her engine so if it needs work, she can actually see if they actually took the old one out and put a new one in." (13:08)

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Timestamps for Important Segments

• [01:30] - [02:36]: Hosts share anxieties about mechanic visits; introduce CBS Atlanta investigation.
• [03:02] - [06:12]: Investigation setup, upselling discovered at various shops, fraudulent charges explained.
• [06:27] - [08:15]: Further examples, deception at Jiffy Lube and Goodyear, manipulation of customer ignorance.
• [08:39] - [09:57]: Mechanic’s wife calls in; hosts discuss industry incentive structure.
• [10:04] - [12:01]: CBS confronts mechanics/managers, shop responses, hosts react.
• [12:50] - [13:21]: Advice for listeners: verifying repairs, building mechanic relationships, DIY verification tip.

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Tone and Language

The hosts maintain a conversational, slightly incredulous, and humorous tone throughout, peppered with empathy for listeners and a healthy dose of skepticism toward industry practices. The episode is light-hearted but determined to expose and challenge the industry’s questionable behaviors, ultimately empowering listeners with knowledge and practical tips.

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Takeaways

• Always scrutinize mechanic recommendations and invoices.
• If uncertain, request proof or demonstration; but be aware these can be faked.
• Seek out trustworthy mechanics or use creative ways (like marking parts) to verify work.
• Understand industry workers are incentivized to upsell, sometimes to the detriment of customers.

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For more details or to watch the full hidden camera investigation, the hosts direct listeners to the CBS Atlanta website and Q100Atlanta.com.

Transcript

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[CBS Atlanta Reporter]

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[Caller/Listener]

here. Bird show. So I always have this feeling, man, I don't know anything about cars whatsoever. So whenever I take my car into a mechanic, I mean, they can jack me for as much as they want. And I always feel that vulnerability, you

know, I think everybody does. Unless you are well schooled in auto mechanics, then feel like, you know, they could pull out some words, some technical terminology or whatever, and you're gonna be snowed.

Jiffy lube is the one that used to get me all the time. You know, you just go in there for an oil change and before you know it, you need a fan belt, new air filter. I'm walking out of there with 120 bucks worth of stuff, and all I went in there for was a 1999 oil change, you know?

[CBS Atlanta Mechanic Expert]

Yeah. It's funny that you say that because CBS 46 had done this study and what you just described seems to be what's going on a lot with mechanics in Atlanta. And you don't need those upgrades. You just needed that oil change. And they're trying to sell you up a lot of other items.

[Caller/Listener]

They did this in a two part segment. Right. And Wendy Saltzman from CBS Atlanta decided that she was going to go ahead and she was going to bring, I think it's different cars to different mechanics. Right. And it's the same car. Same car.

[CBS Atlanta Mechanic Expert]

Same car.

[Caller/Listener]

Same car. Totally in working order, totally in healthy shape.

Nothing wrong with it whatsoever.

[CBS Atlanta Mechanic Expert]

And taking it for an oil change.

[Caller/Listener]

Okay. And the piece also had, like, hidden cameras inside the car, correct?

[CBS Atlanta Mechanic Expert]

Yes. The car had hidden cameras in the hood so that they could actually see what the mechanics, if they did any work, if they said they were going to do some work and they ordered it to see if they actually did it at all, or if they just, you know, lied and said, yeah, we're going to charge you for it, but sat back there and, you know, didn't even touch the car.

[Caller/Listener]

All right. This is CBS Atlanta walking into express lube on ponce.

[CBS Atlanta Reporter]

CBS Atlanta news took this car to be inspected by our station mechanic at WT Standor. Then we rigged the car with three hidden cameras before we put it back on the road. We mounted one here in the front, one here underneath the bumper in back. The final one was hidden here in the hood up front. Our producers then took the car into 10 repair shops to get an oil change.

[Weight Watchers Narrator]

What's really necessary today?

[CBS Atlanta Reporter]

And we were upsold at five of the ten stores we visited.

[Mechanic/Shop Representative]

Everything is necessary.

[CBS Atlanta Reporter]

At express lube en ponce, we were sold an air filter, power steering flush and a coolant flush that our mechanic said we didn't need. And a rear differential service that express lube said was needed based on mileage. The differential is the set of gears that transfers the power from the transmission to the tires. The total bill was $275.

[Mechanic/Shop Representative]

So actually, technically, I'm trying to save you as much money as I.

[Caller/Listener]

What'd he say? I was trying to save you money.

[Mechanic's Wife Caller]

Save you money.

[CBS Atlanta Mechanic Expert]

Because you think about it, when you go into a mechanic and they have all these services, they always kind of say, oh, well, guess what? You know, we'll just cut. We'll just knock this 50 bucks off because you're such a good customer. So you think you're getting a deal when no, they're just cutting off money that they were overcharging you anyway.

[Caller/Listener]

And it's a time issue, too, because there's nothing more inconvenient than your car breaking down.

[CBS Atlanta Mechanic Expert]

Right.

[Caller/Listener]

You know, being pulled over on the side of the road. So you'll spend that extra money and not even question it, Right? So listen to what she said in the very beginning. She said half of them upcharged. Right.

[CBS Atlanta Reporter]

Our next stop, Express Lube and Dunwoody, they sold us a rear and front differential and a transfer case Service fluids need to be changed out.

[CBS Atlanta Mechanic Expert]

Okay.

[The RealReal Advertiser]

Drained.

[CBS Atlanta Reporter]

And they should have been able to inspect the rear differential fluid to see that it was clean. We had just had it changed at their Atlanta store the day before, and they never did some of the work they charged us for. Our cameras showed they never flushed the rear differential. All the technician did was fill it with more fluid until it overflowed. And in the front, it just looks dirty. Our hidden cameras and an inspection by our mechanic showed Express Lube never flushed it. They left dirty fluid in the front differential. Our total charge was $135.

[Caller/Listener]

Now, the good part's going to come up here in a couple of minutes. When I play you the confrontations, when

[CBS Atlanta Mechanic Expert]

they actually talk to the ones, that's awesome.

[Caller/Listener]

When they talk to the mechanics, because I'm assuming this isn't going to be great.

[CBS Atlanta Mechanic Expert]

Right?

[Caller/Listener]

Right. All right. So this is the Jiffy Lube indicator.

[CBS Atlanta Reporter]

Now, at Jiffy Lube Indicator, we were again sold a rear differential service as well as a transmission service and a radiator fluid exchange. And our mechanic's advice, well, that's where it looks new.

[Mechanic/Shop Representative]

And then I would say we don't need services.

[CBS Atlanta Reporter]

Remember, our fluid was clean and had already been serviced twice. And again, like Express Lube, they didn't do a flush like they said they would. They just added more fluid and charged us for work that was never done back at our mechanic. So this was an upsell. Yeah, it was Upsell mechanic could have also inspected the coolant, which was flush, the day before, but they upsold us on that service, too, for another $89.

[Caller/Listener]

When you think of all the times that you've brought your car into the mechanic now.

Yes.

I mean, don't you wish you knew how many times you got upcharged and how much it would cost you?

[CBS Atlanta Mechanic Expert]

Because, yeah, I'm trying to think of any time I've taken my car in for an oil change and that's all I got. You know what I mean? I don't think I've ever gone and I did an oil change. They're like, okay, we'll do it. And this is the charge. Okay, thanks. No, it's always. There's always something else wrong with the car.

[CBS Atlanta Reporter]

The most disturbing upsell was back at Jiffy Lube, where they sold us a TTEC transmission service for $119.

[Mechanic/Shop Representative]

The fluid need to be replaced in it.

[Mechanic's Wife Caller]

The fluid is real dark. Dark and bad.

[CBS Atlanta Reporter]

What happens if you leave it in?

[Mechanic/Shop Representative]

I didn't call that transmission.

[CBS Atlanta Reporter]

Did you get a new transmission?

[Mechanic/Shop Representative]

If I didn't do this, Definitely don't want to do that.

[CBS Atlanta Reporter]

Okay. The mechanic moved the machine over to the car, but our hidden camera showed they never hooked it up. And an inspection by our own mechanic confirmed they never did the work adapted

[Mechanic/Shop Representative]

to these lines right here. So I don't see where they get flush on it.

[CBS Atlanta Reporter]

The total bill at Jiffy Lube was $300, I don't think.

[Caller/Listener]

Doing nothing.

[Mechanic's Wife Caller]

Yeah.

[Caller/Listener]

I don't know what makes me more mad. Up charging or not doing the work at all.

Yeah, both are equally as bad.

But not doing the work. At least give me what I paid for.

Wasted money, man. Plus, you think that it's already taken care of, so you don't think to go and get it done again because you're like, I just got it done the last time.

[CBS Atlanta Mechanic Expert]

Right.

[Caller/Listener]

I don't need to check on all that.

[CBS Atlanta Reporter]

And Decatur Goodyear off Clermont was our most expensive stop, with recommended repairs totaling more than $1,100.

[Mechanic's Wife Caller]

Okay.

[CBS Atlanta Reporter]

But nothing urgent that needs to be.

[Mechanic/Shop Representative]

I mean, all of it's urgent.

[CBS Atlanta Reporter]

Again, we were recommended to do a front and rear differential service and a transmission flush and spark plugs.

[Caller/Listener]

Definitely start getting some of it done

[Mechanic/Shop Representative]

before you have a catastrophe.

[CBS Atlanta Reporter]

And when we return to confirm we absolutely needed the repairs, Goodyear tacked on another recommendation. A brake fluid flush on top of the transmission flush.

[Mechanic/Shop Representative]

The transmission is the one that concerns me. The. I mean, dirty transmission fluid is supposed to be, like, a red fluid, and this is almost black.

[Mechanic's Wife Caller]

Oh, okay.

[Mechanic/Shop Representative]

And brake fluid. Same way. Brake fluid's supposed to be clear. And it's almost flat.

[CBS Atlanta Reporter]

Again, our mechanic said it was completely unnecessary.

[Mechanic/Shop Representative]

There's absolutely nothing wrong with that.

[CBS Atlanta Reporter]

Okay. Fluid's clear.

[Mechanic/Shop Representative]

It is clear.

[CBS Atlanta Mechanic Expert]

Wow.

[Caller/Listener]

Unreal.

[CBS Atlanta Mechanic Expert]

Because you don't know. That's the thing is, they play. They. They know. You don't know anything about a car, so you don't know if your fluid's clear or black or whatever.

[Caller/Listener]

They've even brought me out, like, that air filter before, and it looked pretty good to me. I mean, it's, like, hardly any dirt on it, but he says it's dirty, so I'm like, go ahead. Put another one in there.

[CBS Atlanta Mechanic Expert]

But you don't know what's your air filter either.

[Caller/Listener]

I Have no idea.

[CBS Atlanta Mechanic Expert]

You know, they could have bring a dirty one out and just say it was yours.

[CBS Atlanta Reporter]

Liars.

[Caller/Listener]

Hey, Don. Good morning. You're on Q100.

[Mechanic's Wife Caller]

Hey, I just, I know I don't condone what the mechanics do are doing, but I'm a mechanic's wife. That's actually how they make their extra money. These little oil changes, I think they make one tenth of an hour off of that oil change. So like my husband makes 22 an hour, so he doesn't even get like that full amount. I know, like you may not need it or whatever, but a lot of times, like last week, My husband made nine hours and he was there longer than 40 hours. And a lot of times it's the service riders that upsell. And that's really how we make our money. I mean, it's not a good thing. But when you go out to a restaurant and they offer you dessert, you know, it's. That's kind of like it is they should offer it. A lot of those little places, they don't offer it, they just do it. The shop that my husband does, they offer it. And if you don't need it, then they won't do it.

[Caller/Listener]

So different than offering dessert.

[CBS Atlanta Mechanic Expert]

No offense. That's not my fault that, you know, your husband, you know, doesn't make more. But I mean, with a dessert, at least I'm educated. I know what a dessert is. And whether I put it in my mouth, it's not going to cause me to have a wreck on the road or my car to go bad. And I think that it's such a dangerous policy to pay bonuses based on service because of course then everybody's going to try to charge you for something you didn't do so they can make money. And that's not what it's about. It's supposed to, you know, to be about making the car a better car.

[Caller/Listener]

Now here is the follow up from CBS Atlanta. This is when they confront the mechanics and they're like, dude, this is a perfectly good car. What do you gotta say for yourself?

[CBS Atlanta Reporter]

CBS Atlanta News is asking the tough questions after our hidden camera investigation exposed questionable tactics used by some repair shops to make a buck. Are you guys overcharging customers? No, we are not. For repairs they don't need. I mean, these are things that we didn't. That are based on mileage. The cooling system says. Ma', am, you're gonna need to speak

[Caller/Listener]

with my district manager on this.

[CBS Atlanta Reporter]

Are you guys overcharging customers for services they don't?

[Mechanic/Shop Representative]

We Upsold you for a service you didn't need.

[CBS Atlanta Reporter]

Yep. We had dirty fluid in the front differential. You guys claimed you did. You didn't do the work.

[Mechanic/Shop Representative]

Well, I'm pretty sure that I can guarantee that service was performed. I do not tolerate nor condone that type of service. And the manager and the tech involved have been suspended and demoted, but he

[CBS Atlanta Reporter]

still defends some of the services they sold us as being required by mileage. You guys charged us for services that you didn't do.

[CBS Atlanta Mechanic Expert]

Put me on the camera, baby.

[CBS Atlanta Reporter]

But you guys, ma', am, if we did.

[Mechanic/Shop Representative]

If we charge you for it, we did the service. Yes, ma', am.

[CBS Atlanta Reporter]

You charged us for a transmission service that you didn't do either.

[Mechanic/Shop Representative]

It's the case, and it was done. Then we'll take care of the employees that have done this. Our company does not condone it. That's all there is to it.

[Caller/Listener]

Yeah, everything that the technicians over here, they're pretty concerned.

[Mechanic/Shop Representative]

I am actually not at liberty to discuss that.

[CBS Atlanta Reporter]

The manager passed off our tough questions to their corporate media reps. But we're talking about $103 worth of stuff that you're recommending and you can't show us. But you can't show us where these things are wrong. I mean, you're telling us these things need to be done.

[Mechanic/Shop Representative]

I'm sorry. I can't discuss anything. Transmission is the one that concerns me the most.

[CBS Atlanta Reporter]

And the most expensive repairs totaling more than $1,100.

[Mechanic/Shop Representative]

And brake fluid, Same way brake fluid's supposed to be clear. And it's almost flat.

[CBS Atlanta Reporter]

Back at our mechanic, there's absolutely nothing wrong with that. Okay, Lou, it's clear.

[Mechanic/Shop Representative]

It is clear.

[CBS Atlanta Reporter]

You guys wrote here was dirty. Does that look dirty to you?

[Mechanic/Shop Representative]

It's not exactly clear, no.

[CBS Atlanta Mechanic Expert]

You know, we always tease about the phrase, you know what I meant was or you know, what what happened was is always leading into a lie. Another one is. I'm not at liberty to say.

[Caller/Listener]

That means I'm guilty to discuss things that matter.

The, you know, management is always going to put it on the mechanic. But I wonder if we got mechanics on, like on the voice disguiser, if they would confess to us that the managers demand.

We did on Friday when you were out sick, we talked to a few that said absolutely. It's how they make money. It's how they're bonused that the manager

say, look, go ahead and tell them what you need to.

We need the extra cash.

It's required.

Some of them are required to upsell anything.

Yeah.

[CBS Atlanta Mechanic Expert]

And everything and like Jen said, it's. That's how they make. That's why the mechanic's wife came on. That's how they make their bonus. That's how they make their extra money over something you don't need.

[Caller/Listener]

Some suggestions coming in. Carly wanted to say that you should always have the mechanic show you the problem, like show you the fluid or show you the air filter. But again, how do you know it's really yours?

[CBS Atlanta Mechanic Expert]

How do you know it's your fluid and your air filter? They can get around that.

[Caller/Listener]

And Debbie wanted to say you should establish a relationship with your mechanic.

Well, yeah, I had an email from a woman who actually puts nail polish on all of her belts and things in her engine. So if it needs work, she can actually see if they actually took the old one out and put a new one in.

[Mechanic/Shop Representative]

Really?

[Caller/Listener]

That's smart.

[CBS Atlanta Mechanic Expert]

That's really smart.

[Mechanic/Shop Representative]

All right.

[Caller/Listener]

You want to go check all this stuff out yourself? You can go ahead and check out cbsatlanta.com or we'll have a link over from our [e-mail] here. Bircha.