Capital GMC Buick Cadillac

Capital GMC Buick Cadillac responded

Hello, My name is Colin Konanz and I am the Director of Fixed Operations at Capital GMC. I would like to start by thanking you for your previous business and for taking the time to articulate your concerns about the level of service that you have been afforded by our Quick Lube team. I am disapointed to hear that you did not have favorable previous experiences, however, I did want to share a few things with you in hopes that you may reconsider giving us another opportunity to help you care for your vehicle. In fact, I would like to offer to cover the cost of your next Lube, Oil and filter change in hopes that you do give us the opportunity to impress you with the good service that most of our customers do leave here with. Since I don't have your name or any other personal or vehicle information, it is tough for me to find the exact cause of your concerns, but I do fundamentally understand that it is the service that you receive from front line employees in any business that make the experience what it is... good or bad. In the past few years, we have had some concerns with the folks in our Quick Lube department. We recognized this, and we have taken action to correct this. We have literally rehired and retrained for every position in our Quick Lube in the past 4 months. I believe the team that we now have in place is delivering an exceptional level of service to our guests... one of the reasons I say this is that every person that does use our Quick Lube Service, if we have their email address on file, will receive a survey directly from General Motors asking them to rate their experience. Last month (February) was the first time in our history that out of 64 people that responded to the survey, 64 answered the survey that they were Completely Satisfied. Tom, our new Quick Lube Supervisor, is very customer centric and has done a great job of impressing his customer service standards on his team. Again, I do fundamentally understand that customer service is very important and I do think we have the right team in place now. I know we had some growing pains for a bit but I do believe we are past those. In addition to the soft skills of customer service in our Quick Lube bay, I believe that there are some other important points to consider before disqualifying us as a service center of choice; Our regular oil change is $49.95 +taxes. We do have an oil change loyalty punch card, where if you buy 4, the next one is free. If you consider the free one, the average cost of a basic oil change here would be $38.76 + taxes… which I think is not only quite competitive, but really a bargain when you consider a few other notes as far as the oil changes here go; • All of our oil is Quaker State premium oil … not no name bulk oil that lots of places use. • Our technicians, even in our Quick Lube Service lane, are factory trained technicians that specialize in GM vehicles • We use on Genuine AC Delco oil filters, which are specifically designed for your engine. Although it sounds like a small thing, there are quality differences in filters and the AC Delco ones are considered to be a premium filter and they all are specifically calibrated to have the proper pressure relief valve for your engine. • We specialize in GM vehicles and are very familiar with what to keep an eye out for. • We don’t charge any extras for fluid top offs etc (lots of places do). • Every time you are in for an oil change we do check to see if your car has any factory software updates or recalls and perform those services at no charge to you (only GM stores have access to this information) Again, I would be more than happy to cover your next Lube, Oil and filter change if you would be willing to give us another opportunity to assist you with your vehicle's maintenance. I would be happy to send a coupon your way that will cover that. I would also like to include one of my business cards for you as I do appreciate your thoughts and feedback and I would welcome any other feedback or would do what I can to assist you if you do need a hand in the automotive world. Thank you again for your time, patronage and understanding. Sincerely, Colin Konanz Director of Fixed Operations Capital GM 4020 Rochdale Blvd. Regina, SK S4X 4P7 (306) 761-6626 colink@capitalgmc.ca

kisbeysask responded

Hello Colin, Thank you for the well thought out response. I could go through all of the negative issues I have with Capital, but I have already presented them to staff at Capital and nobody seemed too concerned about it, (until it stands to be published for the entire world to see.) I fail to see how the offer of a free oil change will somehow smoothen out the negativity I have experienced with the service staff at Capital or prevent me from continuing to tell everyone I can about it. Also, until there is physical proof shown to me that somehow AC Delco oil filters are better than others, I have serious doubts about your statement. In the three years of me using the Quick Lube service there was one item which Capital service staff failed to check or even remind me to check on. FYI - I had my car's oil changed at Great Canadian Oil Change recently, so I won't need another one anytime soon. These guys were nice enough to check things that Capital staff did not. Also, after I submitted my review of the terrible customer service provided to me last summer to GM Canada, the nice staff there sent a Free Oil Change voucher for me to use at Wheatons. So I am covered for the rest of the year.

Capital GMC Buick Cadillac responded

Hello again, I apologize that I don't have your name or any of your personal information so it is tough for me to check into or follow up with anyone to determine your exact source of grief with us. There is no question that we are human, we make mistakes and we aren't always perfect in handling customer transactions. That being said, we do in fact sincerely care about customer service, and ensuring that even if we do make mistakes, that we try to set things right. As far as proof about the filters, if you would like I can forward you a bulletin from GM's Technical Assistance Centre that warns specifically about the use of aftermarket, substandard filters that have resulted in some non-warrantable engine failures. This bulletin clearly gives us direction, if we have a motor failure where the cause is lack of lubrication, to immediately check the type of filter on the vehicle and contact GM Technical Assistance for direction from there... I am sure they would not go to those lengths if it wasn't a real concern. Anyway, I would be very happy to meet with your or share a few emails so that I understand what your concerns are and I promise that I will do what I can to try to get to the bottom of your concerns and at least provide some perspective as to what may have led to your dissatisfaction. Obviously you have a choice in who to take your vehicle to for its care and maintenance and I respect your decision to choose not to do business with us. Again, I would appreciate the opportunity to make things right but at this point, I do not have an understanding of what your concerns are, so that makes it tough for me to attempt to address them. I am also unsure as to what item you are referring to us not checking during the Lube/oil and filter service. I do again sincerely apologize that we have left you unsatisfied with our service. I do invite you to contact me directly anytime and I promise that I will be respectful of your time and your perspective on these concerns. Sincerely yours, Colin Konanz 306-761-6626 colink@capitalgmc.ca

kisbeysask responded

Hey Colin, I had a 7:30 appt to have some minor warranty work completed. I had tried to see you this morning, but you were not at work yet, so much for contacting you anytime:). So, I had to talk with your brother. My car needs some minor warranty work, but your service dept couldn't help me today. I was hoping the work could be done quickly, but I was told that the car would probably be there all day. I couldn't work with that today. Paul asked me what he could do to make me happy, I told him that I need quick work done or a loaner car. He told me he couldn't make that happen, so I am left wondering why he even asked in the first place. Seems like there is a severe lack of true effort to make a happy customer. I gave Capital GM another chance to rise to the occasion of helping a customer, but they failed once again. I would be happy to discuss with you the issues that has left me so disappointed with Capital GM. Should I make an early morning appt and then wait around all day until you get to me? Poor Sherry Linton, I would like to buy my next new vehicle from her, but I am very hesitant now. I have e-mailed her before and I will be sad if I have to again.