I am writing this review to voice my frustration with my recent vehicle purchase of a 2017 convertible Mustang GT and to give praise where it is due. I will say that my experience with Nick Byckalo was great. Nick was very professional and assisted me throughout my purchasing experience and looked into the concerns I had when I purchased the vehicle right away regarding a blown speaker, loose parking brake, and rear passenger window off its track. Logan McMahon was also extremely helpful in getting me a good price on the extended warranty and an even lower interest rate on the loan than I initially agreed on.
My problem/concern is with the service department for not properly diagnosing the issue with my speaker and the lack of response from senior dealership staff.
On 19 April 2021 after I test drove the vehicle, I pointed out to Nick (prior to purchase) that the driver side speaker sounded tinny and distorted. I still went ahead with the purchase. When I took possession of the vehicle on 21 April 2021, I drove the vehicle to a mall parking lot in order to take some pictures and familiarize myself with the vehicle prior to taking my family for a drive. When I put the windows down and back up, I realized the rear passenger window was off track. I phoned Nick to let him know about the window and asked what could be done. Nick asked how far away I was and had me return to the dealership. Nick checked out the issue and said he would talk to the service department. The issue with the window and the loose parking brake was solved right away the next day and I was told the speakers would take 5+ days to arrive from the United States.
On 03 May 2021 the bottom door speakers on both sides of the car were replaced. I went to the dealership that afternoon to pick up the car. As soon as I got into my car, I tried out the voice commands and all other media formats. The middle speaker on the driver side still had the blown tinny sound. I went right back in and advised Caitlin Dalziel that the issue was still there and was extremely noticeable when using the balance feature. The driver side midrange speaker was very staticky and the passenger side sounded fine. As it was the end of the day and the staff were starting to head out, I was told that they would speak with Nick and the Used Car manager to get the approval for a replacement speaker. I said I would also send a follow-up email when I got home.
On 05 May I received a response to my email and brought my car in later that day where it was confirmed that the speaker was indeed the issue and a replacement would be ordered from the United States. At this time, I advised Caitlin that I would be travelling to Edmonton for work and would be self-isolating prior to my travel (10 days) and might potentially need someone to pick up the car from my house to have the service completed.
As of 17 May 2021, I had not received any updates. I called Caitlin and was advised that my speaker was in but the service department was very busy so there would be no way of getting my car in prior to my Wednesday departure date. I was advised that as I will be travelling out of province, my vehicle will have to wait until two weeks past my return (16 Jun 2021). I work in health care and absolutely did not have an issue with the isolation period upon my return. My issue was with the initial mis-diagnostic and the fact that I was without use of my stereo/sirius trial subscription, handsfree calling etc. for 2 months by the time the speaker would have been replaced. I sent an email to Lance Richter voicing my praise for some of his staff, and my concerns regarding the service dept.
Years ago, when Gary Stone was working at Eastgate, I had excellent service experiences. Upon his departure I did have an issue or two with the service as did a co-worker and another member of my family. It was around that time that I switched to Mohawk Ford and the difference in service was night and day. I even went on to purchase a brand new 2017 Escape from Mohawk and they have been amazing.
When I started looking for a Mustang, I happened to be in the right place and the right time with Eastgate having exactly what I was looking for (manual, low kms, black, convertible, GT). I just wish I could count on the service department. Even though I have had bad experiences with service in the past, I tried keeping an open mind and considered having the Mustang serviced at Eastgate. That blown speaker was extremely noticeable and should have never been missed by a professional service department with proper troubleshooting and quality control.
Prior to leaving my online review I felt it best to bring my concern to the attention of the service manager as Lance had not responded to my 17 May 2021 email outlining my concerns and I wanted to give the dealership the benefit of the doubt seeing as there may have been a disconnect in communication.
My email to the service manager Robert: “After reaching out to Lance, I waited 17 days (with no response) prior to purchasing the replacement for the blown speaker myself in order to fix the issue. When my wife brought the speaker home on 3 Jun 2021, I went to remove the door panel and the handle cover fell out the instant I placed the panel removal tool behind it (without applying any force).
*I attached a picture of the broken cover*
This is the condition I found the handle cover in with none of the broken clips anywhere to be seen which means:
1. It was already broken when the service department changed the lower woofer speakers and nobody advised me; or
2. It was broken during the replacement of the lower woofer speakers and nobody advised me
After purchasing a replacement for the handle cover and swapping the speaker, I have no further issues with my audio system.
Again, I hope this has just been a disconnect in communication instead of concerns being ignored. I had a great experience with sales, finance, and parts. Just currently disappointed about the service and damage to my vehicle.”
Roberts response: “Looking at the cover it would indicate that it has been removed several times, which causses the taps to break off. I am assuming that it was broken before we took it off and because we received the car from the previous owner this way, we wouldn’t replace the part if it stayed in place. “
The cover sits behind the door handle and did have enough tension to keep it in place, but if parts happen to have broken clips but are not brought to the attention of the owner because they “stay in place”, who knows what damage already exists or can be done to panels, covers, threaded parts, etc…
Again, The Sales and Finance team are excellent. I am concerned with the service department and lack of response from the dealer principal when legitimate concerns are raised. Back when I had a Toyota and simply mentioned to the service manager at Upper James Toyota that after service my windshield washer reservoir cap was left open and oil was spilled over the engine cover, they offered me the next oil change on the house. I spent $80.20 out of pocket to properly fix the blown speaker and broken cover myself without so much as an acknowledgement to my concerns.
I do not trust my vehicles to be serviced there in the future. I just wanted a solution to my problem of going 2 months without being able to enjoy my stereo and hands free phone calls, or some guarantee that in future there will be a better attention to detail and quality control that will catch an issue so obvious as a blown speaker.