[random28345]

> What city/state was this in?

New Jersey. But it's fairly universal behavior.

> Is there no place to report such behavior to? The manufacturer?

The manufacturer is at the mercy of the dealers. Do you really think it's in the best interests of auto manufacturers to have their customers bent over a barrel on surprise fees and gouged on maintenance? There have been a number of attempts for auto manufacturers to make things less shitty for customers (Scion, Saturn, etc.) but at the end of the day, these attempts were not in the dealer's interest, and failed.