Below is my email I sent after waiting too many days for a simple problem.
I usually don’t write to a businesses and give feedback unless it was exceptional in one direction or another. Unfortunately my experience with CMP service depart was a tale to tell on how many things can possibly go wrong, plus how poor the communication was. I’ve attached just a snapshot of the emails, text messages and number of calls it took to CMP, and below is a log of my events over 5 days to get my truck repaired.
Monday February 4, 2019
Truck would not start using my phone ap at 3:35am
Truck would not start using key fob at 3:45am
Truck would not start with key at 4am. At this time when key was turned on it showed full voltage and when turned to start it made no noised and everything went black. Repeated numerous times and result was same.
I then used the My Chevrolet Ap and scheduled an appointment for 7:30am Tuesday February 5th.
I got an email Appointment Confirmation: CMP Automotive Ltd as per attached at 5:15am on February 4th as per attached email to Robert Kadlec and cc’d smackenzie. I replied saying “I authorize you to tow vehicle and repair also.”
Then I got a second email @ 7:49am from Chris Caponero saying to contact GM Roadside Assistance as per attached email. I called and arranged to have truck towed to CMP.
Towing company texted me and confirmed they would tow vehicle later that day and they would call me to unlock door for driver. All of this happened Monday evening.
Tuesday February 5, 2019
No emails, no calls.
Wednesday February 6, 2019
As I had not heard anything I emailed both yourself Robert Kadlec and smackenzie @ 7:41 am but got no replies. See attached email 2 days later than scheduled appointment, and disappointedly nothing is done.
I then called CMP and talked with Crystal Cheung. She informed me there was no record of my truck being there. I then forwarded her the GM ROADSIDE ASSISTANCE email which had the original email for Appointment Confirmation: CMP Automotive Ltd. She then called me back to inform me they had found the truck and that a service advisor would get a hold of me shortly.
Now if you see email attached W47 text messages Rich replied and said he would keep me informed on the status of my vehicle. This never happened once from Rich.
Next I get a text from Amanda saying truck is done but she can’t tell me what the repair was, and to contact Rich in the morning.
Thursday February 7, 2019
After numerous calls and texts I got a call from Rich around 10am telling me truck was not even in the shop and he doesn’t know why Amanda sent me a text saying otherwise.
I explain all of the above to Rich and he says sorry we are busty and there is a cold snap. I remind Rich that truck was scheduled for 7:30am Tuesday, and the only reason it is not is shop is die to CMP issues. This has nothing to do with the cold weather or order customers should be being looked after, but me just not being looked after.
I then try to call back more times than I can count with no answer, plus text as per email mentioned above with no answers.
Next I have Lewis call Rich and yourself Roger more times than he can count to find out status on truck.
I then arrive at airport and get your shuttle driver to pick me up which was nice.
On arrival you met me and tried to assure me I was appreciated and helped me take stuff from my truck to a supplied rental. The young fellow there was outstanding!
Friday February 8, 2019
I waited till 1pm and called and was told truck was fixed. I asked what was wrong and sat on hold for 10 minutes to get a reply that cable on starter was loose. I appreciated the answer and that all was good.
At 1:45 Rich called me to tell me the same thing.
I arrived just before 4pm to pick up truck. Dropped rental back with the nice young fellow there.
Then paid for truck and it was about 4:10. Invoice clearly shows R.O. OPENED 12:33 06FEB19, then INVOICE DATE 13:13 08FEB19. I was informed a porter would bring me my truck and to wait in drive through bay. I waited patiently, then waited some more, then some more and watch people pay for their vehicles and leave with them too many times and still had no vehicle. Finally around 4:50 I got someone to go find what was happening as my truck was still not there. They finally found the guy looking for my truck and after a bit they finally came to me to ask what colour my truck was. They were looking for a black truck and mine is white. In conclusion I got to leave at 5:15 knowing I was going to need ot put more of my time into this simple repair sending this email.