I would like to say that I am a likable person and I am an easygoing person. (Just ask anyone that knows me) I was not going to write a public review, as I feel if I have a complaint, I find it more helpful and useful to deal directly with the employees that provide the service. However, after today, I felt the need to do so.
I researched the city of Toronto to find a dealership where I could take my car in for service. I typically purchase a vehicle every 3 to 5 years and being new to Toronto I asked around to friends and family for referrals of reputable dealer locations. Heritage Ford was one location, so I made my call for service on a new issue with my vehicle. When you are meeting a new customer /client, the expectations are on keeping the customer and develop repeat business. This was not the case for me. Although, one employee tried her best to smile at me when we spoke, There was a disconnect and lack of communication within the service department from the first to the final visit today, I put my trust in the service and mechanics at Heritage Ford and the issue I brought it in for was not resolved. (That's always a disappointment) An in depth email was sent to outline the course of events and sent to several staff at HF to help rectify this.. As it turned out, we had paid for the more expensive repair first of $800.00 which did not resolve the issue only to find out that they suggested that if not repaired that another part be replaced for $300.00 + . Today, they repaired the vehicle for no charge after several letters of negotiation. (I've yet to see if the issue is repaired. It has a hesitant start only after fueling.) I am frustrated as I had taken it to another mechanic and also made some calls about this particular issue I was having and it was suggested the other way around. I would have much preferred to start replacing and repairing the less expensive route as anyone would agree. Regardless of all that took place with the exchange of money and repairs, I found the customer service manger to be unprofessional. I knew I was not getting professional customer service when he started using capital letters in his emails. I felt he got defensive in most of his communications and on a phone call today. Perhaps this entire experience could have gone a lot different if my complaint and feedback was handled by someone who has more experience in dealing with complaints. In my experience in handling customer complaints, have been looked at as opportunities to do better, from a team perspective and for the integrity of the company. Just my 2 cents! This gentleman, in my opinion, was not representing in the best interest of Heritage Ford.
In the end, sadly, he lost a good customer.