(UPDATE TO MY REVIEW)
After my review below, Derek Lau, GM called me to do everything in his power to make things right. It's unfortunate it came to that point, but I respect the fact he called and took the time to rectify a poor customer experience. Also, he assured me he is going to ensure further experiences for other customers will be better. If you ever run into an issue with Capilano Audi, I recommend you reach out to Derek, he smoothed everything out for me. Thank you Derek.
I have been a customer of Capilano Audi for 8 years and in the past 2 years the service has gone from great to bad to the worst.
Capilano Audi has been calling me and emailing me about my lease expiring for months. I have sent multiple emails and made multiple calls, a mere few have been responded to. The only time there is any sense of urgency is when I express interest in buying a new car, any mention of buying out my car leads me down a rabbit hole that I wish I could come out of.
So now I'm at the finish line of buying out my car, and the amount of missed processes and lack of attention to detail and communication has been horrific. I've had to reschedule appointments, run around replacing tires, and not know the next steps, all so that I can buy the car that I've been currently driving around for four years. For someone in the finance industry, I would never support this level of customer service incompetence. I'm left running around, trying to solve every issues that presents itself and the provided with vague information on how I am supposed to
Further, even the finance company I am working with the buyout my car has commented that they have never had such difficulty working with a dealership on a lease buyout.
I have regularly called, only to speak to reception and leave a message, and the only way to get a response in a timely fashion is to email all management with URGENT across the top.
While I wish this was the first time I've had this poor level of service, the service level has gone down materially while booking service since their top Service agents Dan and Allan left for Open Road.
I hope this dealership can improve upon their service offering for the future offering to clients, but right now, it's down right awful.