I want to start by saying that I am omvic certified, I have worked along side many dealerships and people with Drive Auto Group in a positive manner. Yesterday was the first time in my life where I felt me and my family were taking advantage of.
Me and my sister purchased a brand new Hyundai elantra from Ajax Hyundai in the year 2018 and consistently do our oil changes at the dealership to ensure credibility for the vehicle as well as having the documentation for those service records.
This isnt the first time my sister has asked me to come in with her because she felt a service tech names Anthony and the service manager Brian Bontje intimidate her and make her feel the need to add more services to the vehicle. I understand the upselling aspect for some service members as it may be positive for both parties, it happens.
What happened yesterday was just something my family has never experienced in our lives. My sister dropped the vehicle off and only signed for oil change and Anthony mentioned extra 65$ to check the brakes. She agreed to that signed off on it. I was the one to pick her up as her car was being serviced, within 10min of our drive home as we also live in Ajax. Anthony had called her saying that her vehicle isn't safe she needs the brakes and rotors replaced and it was a situation for our family safety. I was in the vehicle during this conversation and he pressured her saying this must be done it could even affect your warranty, which I know isn't the case for this instance. The vehicle only has 50k km and it was well maintained. He then pressured her saying he will throw in the oil change for free and advised she got it done as its winter and it could risk our family, she reluctantly agreed to them fixing the brakes and rotors. He then mentioned it would be 620$ + tax.
Once I heard her say yes, I asked her what she had agreed to, and she said something about brakes and rotors and he would replace them. I called back within 5minutes as I do know other mechanics and dealers in the same industry and wanted to confirm the work he has planned on doing.
Anthony picked up and hung up on me twice, I then called with my telephone number and was finally transferred to Brian Bontje. Brian was very aggressive and told me that its a brake fluid flush, and that they are not replacing the rotors, they are just sanding them down and putting them back on. I objected because that isn't safe and really rather them put on brand new rotors and brakes which id be willing to pay for. Brian told me in an explicit tone that my sister was a very smart girl and she knew what she was getting into, that ill have to pay the 750$. I said I'd appreciate sticking to out appointed oil change and pleaded, he told me that the rotors were already off the vehicle and it was too late.
With all do respect this happened within 10minutes of the initial call of Anthony persuading my sister, it only took 10min because I wasn't able to get a hold of them. I explained to Brian I have many cars and I know the pricing of all labor, that using the same rotors wouldn't be safe, especially for my disc brakes and pads. He told me I didn't know what I was talking about and that he didn't like my tone and abruptly ended the call.
I can concure with many mechanics that polishing rotors and putting them back on doesn't fix the problem because Anthony was the one to indicate that its a matter of safety and scared my sister.
I am an Operations Manager myself and take pride in managing operations for my entire security company, this isnt how things should be done. This isn't right, Brian has called me and my sister 4 5imes since the completion of the work and aggressively asking us when we are coming to pick the car up and settle the bill.
With all due respect my sister lost her teaching job due to covid, she's devastated and she heard Brian call her intelligent in a way that was hurtful. She's broken down and cried immensely saying she made a mistake and she can't afford to pay for it. I can only do so much seeing my family member hurt, its not about the money sir its about the ethics.
This isnt right nor was it ethical at all, even if I agree and pay for it. Im a customer from 2018 - present and have referred many people to Hyundai and even pickering honda/Toyota dealership because of how decent and trust worthy drive auto group members truly are.
But if this is happening to me, it means it has happened to others. People with no knowledge of cars like ourselves thinking there getting a scheduled maintenance oil change done and resolved when really they're being up sold and lied about issues to be fixed.
I've been so shaken up and shocked by how this is being managed, I've tried to speak with Sean Harris multiple times but was not being channeled through. I will try and reach out to him again, via email to document the conversation. I have spoke to OMVIC, Ministry of Transportation, Ontario College, and the ministry of consumer service in regards to this matter.
I hope that there's something that can be done to ensure this never happens to innocent people who are customers to your dealerships for years on end.
Me and my family have never been treated like this in our lives nor plan on doing business with Drive Auto Group or Hyundai again. I'll do my best to bring this to light so no one has to go through what my family is going through especially during this difficult time.