The sales experience was very good. Jacob Morettin was very patient and helpful.
Unfortunately, the delivery and service experience were sub-par. When I arrived to take delivery of my car in May 2018, my car was shoehorned into a parking spot and getting in was very difficult. The scratches in the paintwork Jacob had promised would be “taken care of” were still very evident. Jacob indicated it was a busy time for the dealership and according to Jacob “the detail crew wasn’t performing their best”. Jacob provided a very perfunctory overview of the controls and I left the dealership.
When I arrived home, I decided to take a closer look at my purchase. I opened the hood and I noticed the oil filler was filled with dead leaves and maple keys and the oil was filthy. While testing the flat folding passenger seat, I noticed someone had spilled coffee all over the back of the seat and the lower seat cushion. The tire pressures were all 28 PSI which is well below the recommended 44 PSI. Jacob had promised a full service and detail prior to delivery and it seems it was missed. I notified Jacob of my concerns and he graciously agreed to cover my next service and to remedy the scratches that he promised to fix previously.
When it was time to service the car, I contacted Jacob by email on August 23, to indicate I would be taking advantage of his offer to properly service my car. I didn’t receive a response from Jacob, so I contacted the service department directly on August 30, 2018. A service department representative indicated I would need to wait a month for a service appointment. I couldn’t believe that I was being asked to wait a month for service, but I reluctantly agreed. I asked to be transferred to Jacob’s voicemail and I left a message asking him to confirm that the dealership would be covering the cost of the service and correcting the scratches. I did not receive a response from Jacob, so I sent an email asking him to confirm our arrangement. Jacob ignored the email and I had to send a second email and included the dealership manager. Jacob finally contracted me and confirmed our arrangement.
I dropped my car off for service at 8:45 AM and I returned home (a 120 km drive). At approximately 11:45 AM, I received a phone call indicating the B service and scratch repair were complete and that I could pick the car up. Had I been told the service would be quick, I could have avoided the 500 km round trip to and from the dealership AND the 407 tolls. Suffice it to say, I wasn’t impressed with the service department.
When I arrived at the dealership, my car was waiting for me and appeared very clean. When I looked closer, the scratches Jacob promised to correct still remained. It was at this point I realized that I had fallen for the oldest sales trick in the book – false promises. I decided to give up and go home. When I arrived home I let the car sit and cool and then I checked the oil – it was almost a liter low!
My advice – avoid this dealership and don’t succumb to false promises as I did. You’ll receive better service elsewhere.