My wife and I Bought a used equinox June 2018. Sales experience was great! Patrick the sales guy really went to bat for us and delivered on all promises. Even ensured we had transportation when the alternator of the vehicle died ten minutes after driving it off the lot.
2 months into ownership I noticed a fluid leak from the engine compartment. Needed vehicle in good shape As I was getting married in 2 weeks and my brother and his wife were flying in from Whitehorse and would be using my car while my wife and i were on our honeymoon. Also needed vehicle to transport most of our wedding items. Took vehicle in for assessment. My assumption was transmission fluid but I was not concerned as I had purchased a warranty, and previous interactions had been great. Booked service with a representative who had previously serviced my last vehicle with ignition switch issues. Was told upon arrival that the rep I booked was on vacation and Matt would help me. Matt’s first comment was that I should “feel lucky” that I got this long out of the transmission. Car had fewer km’s than the standard Powertrain warranty all GM vehicles come with and only 2 months new to me. Not impressed. Needed to be at work at 8 so had arrived early and was in the shuttle first. Was dropped off last 20 minutes late for work. first contact after assessment, was told transmission is leaking and repair is 1600. I inquired about warranty coverage. I was told I had no warranty. Odd since I had purchased the warranty at that dealership 2 months ago with the car. After some back and forth Matt said he would “look into it and get back to me”. When I returned from lunch I had two messages on my phone. First message indicated Matt had located my warranty after all and they were covering all but the deductible. In the Second message Matt explained the claim had been denied and repair would be full price and delayed as the parts had been sent back. I contacted manager Tony at this point, having lost all faith in Matt. I explained the situation in a voicemail message and requested callback before close of business. Had not been contacted by end of day and called manager for the 3rd time. Was told I wasn’t outside when they sent shuttle, and was explained that claim had been resolved and warranty would cover work. I explained that I would prefer another service tech as I had lost confidence in Matt. Was told they would accommodate this but could not get me in until 2 days before my wedding. I Explained this was not going to work due to needing the car that evening to pack up wedding items, in order to make our rehearsal the next day, and to ensure my brother had a vehicle to use while down from the other side of the country. I Was assured it was a one day repair and would not impinge upon my abilities to make my rehearsal. Was also contacted separately by the owner of the dealership who offered apology and to cover the deductible. Although I was concerned about the timeline I felt as though my concerns were being taken seriously. When picking up the vehicle that evening Matt joked about my experience and berated the girl at the counter for doing a poor job, prompting a written complaint from me to the manager indicating he should be aware of the poor customer service demonstrated by his staff. I Was told by the manager that he discussed the situation with both staff and they indicated Matt was just joking around. Manager Tony indicates he’s a good kid and he would speak to him about customer perception. Also reiterated promise that repair would be done in time for wedding, despite the fact that he would be away that day. He assured me he would explain to staff the situation and sensitive timeline.
Dropped off the car for reapair (2 weeks since booking original appointment and 1 week since disastrous first attemtp by incompetent service department). Service rep who I spoke with has not been notified of the issue/previous situation/sensitive timeline. No notes on my file in the computer system. I Explained the manager and owner promised repair would be completed same day. Rep said they would “do their best”. Asked if I should cancel and reschedule as I need the car tonight for my wedding rehearsal tomorrow? I Was told it would likely be done same day and parts appeared to be in inventory. I hesitantly left vehicle for servicing. Was once again first in last out with shuttle despite explaining my need to be at work before 8am. Was called at 2:30 (when there is 3 hours left in the advertised hours of the service department). Was told vehicle would need to be held overnight as repair could not be completed same day. Was offered rental car, but declined as I was not about to load up a small car I couldn’t use for longer than 12 hours with all the wedding stuff, only to transfer it to my suv the next day. Implored that surely something could be done given my known circumstances and time left in the workday, citing promises made by manager and owner. Felt horrible for the woman I spoke too as I was rather livid at this point. Apologized and requested to speak with the owner or manager. They were not available and poor woman apologized while explaining nothing could be done. I Apologized again but expressed my extreme displeasure. Did not get car back till 1:30 next day. Work order receipt clearly states 5pm previous day was “promised delivery”. When I entered the dealership to pick up my vehicle I was told that I could not collect my key until I had spoken to the manager. Manager Tony went on to chastise me for “the way I spoke to his staff”. He said I could speak to him anyway I like in his office but not to his staff. I explained that I had been upset but was apologetic to staff not involved in the repair and not abusive in any way to any of his staff, and my only regret was that he was not around to truly feel the brunt of my anger. I reminded him that I did not have time for this bs and I demanded my keys and this farce to be over. I Was late for my own wedding rehearsal. 4 months later The transmission started leaking in the same location. I Would never return here for service but emailed to request details of my warranty, specifically was it valid at other dealerships. Here is a short excerpt of Tony’s email response.
“As a result of your continued petulant emails and previous verbal tantrums directed towards our staff there is no foreseeable circumstance that you would ever be welcomed back at this dealership. We have purged you from our data system and ask that you never contact us again.”
This was only my third email ever to this establishment, and first since the repair so “continued” is certainly a stretch. I was not given an answer to my question. I never used foul language around or towards his staff. I was certainly upset, but I feel as though most would be. The lack of empathy and downright rude responses are indicative of what you should expect from this service department. To top it all off the above excerpt makes it clear they will not honor the warranty for the repair they botched. I am considering my legal options at this point. Speaking with other locals I have come to understand that this is far more typical of jack mcgees service department than expected, and that my story is one among many. Many will never set foot in the dealership again. I will reiterate that the sales team was amamazing and if I was welcome at the dealership again I would still consider a purchase from this location, I just wouldn’t subject myself to the disgusting treatment of the service department. If you buy there, plan on getting your car looked after somewhere else.