BEWARE - I had to pay for unnecessary, unplanned, ...

BEWARE - I had to pay for unnecessary, unplanned, unauthorised work & parts - they never warned me or asked for it.



The person I talked to, was totally unmoved, repeating that they always do that (and they will do that next time even if that's unnecessary!) - I guess that means I should have guessed that they might do sneak some unwanted and unathorised stuff, and prevent that.

Absolutely no sign of remorse or anything that they would like to make it less blunt, cheeky, and demanding, absolutely no apologies.

Avoid them if you can, or at least tell them you do not consent to any implicit additional work or charges.
[the above text was slightly shortened due to the char limit. Sense is the same]
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Edit to address your response:
You requested a service
*STANDARD* 11,500 miles service as per book. You know oil change is not in the schedule, or at least you should

I got only the figure in pounds, no list of charges provided, no mention of paid oil change. I asked for the service as per manufacturer's guidance - you're Kawasaki dealer after all.
I did question unnecessary, unplanned, unauthorised paid work&parts you never warned me about.

(...) it's usually their expectation
I replaced oil 3 months, 3.5k miles ago. Kawasaki recommends replacing oil every year or 7.5k miles as far as I remember. In the manual it's planned at the next service (15.2k miles)... 7.5k miles after the 7.6k service. I don't ride a lot or hard, so manual is OK for me.

I'd prefer to follow the manufacturer's recommendation - or did they specifically ask you to to change it more frequently? Or did you design the engine since you know better?

With regards to your suggestion that we then bolt on additional, unnecessary parts onto a customer job
You did it with the oil and filter change, it's hard to question that.

during your motorcycle service we identified that the brake pads were low, and contacted you for authorisation
This is quite correct. That was good opportunity to ask me about the oil change - I might even agree, as I did with the front pads (still having half left, remember? It's only the rear that were quite low).

On your final bill the price charged to you was actually lower
I can't even guess why could that happen, initial estimate had no time/material factors in it.

During this work we also identified some warranty work which was needed, and which you agreed to have carried out with us once the warranty parts arrived.
This is factually incorrect: BEFORE even handling the keys *I* have described very specific issue, which has been THEN recognised as a very specific fault, and warranty work was agreed BEFORE the service even started. It was not "identified during the work",someone misled you.
You did not discover other minor issue I have and did not mention - or did you? What is that?

If you were so upset with our service, I would ask why you agreed to use us for further work to be done?
I wasn't upset with the quality of the work, I believe in second chances, and I will ask not to replace my oil&filter this time.

We hold ourselves to a high standard of customer service
I am sorry you are upset with that, but the reaction of the person I spoke with to my concerns and surprise was as unapologetic as it's humanely possible.
If in the the manufacturer's manual oil&filter replacement is NOT planned at 11,500k service, it is unnecessary. It's as simple as that. I had to pay for that - you can't deny that too.
It was never brought to my attention that this additional, unexpected and paid work will be conducted, I was always clear about specific service I am booking - standard 11,500k service as per schedule.

Even if you had best intentions in mind you did unnecessary, unauthorised work on my bike and made me pay for this - I don't think I could consider it high standard. Do you?