This is a copy of the email I sent to Shaun Kos - Operations Manager at Okotoks GM
Mr. Shaun Kos,
I purchased a 2016 Hyundai Sante Fe with approximately 26,000 km from Okotoks GM on Thursday, June 23rd. On June 26th, I checked the oil and found it extremely over-filled, dark grey in colour and of an inconsistent texture. I emailed Rachelle with my concerns but found out later in the day that she was not in the office, but travelling for work. I then called Ryan and left a message. Ryan returned my call within 20 minutes he then instructed me to come as soon as possible to the Service department to have them addressed.
I arrived at approximately 4:45 and was “greeted” by a man who proceeded to ask me if “I was in the right place?” and informed me that “this is GM”. I assured him that I was and told him that I purchased my vehicle there and was told by Ryan to come to the service department. This man then said “Who?”. I replied that I was looking for Ryan, the Used Vehicle Manager. He then said, “Oh, you’re the ‘Oil car’, you don’t need him. I can check your oil”. I was instructed to wait for 15 minutes in order for the engine to cool down. Then the same man told me that I had to pull forward to flat ground, so I pulled forward, out of the bay onto the flat surface area.
The man then said, “So you said oil was spraying everywhere?”. I told him that I have never said that and voiced my concerns about the oil being extremely over-filled, dark in colour and that the texture was inconsistent. The man checked the oil then told me “he’s seen worse”, “it’s only about 1 litre over-filled” and that the scouring from heat on the dipstick was normal. I voice my concern to him that the over-fill is serious and can cause damage to an engine. He then told me that “it had to be 4 or 5 litres over-filled in order to do any damage”. I work at a dealership and have spoke with Service Managers and certified mechanics, who disagree with this statement. Is this man a mechanic or a service advisor?
At this point in the conversation I no longer want to voice any concerns to this man, as he is dismissing and depreciating of anything I have to say. He suggests to drain a liter of oil. Ryan agrees to a complete oil change (as one was not completed before I purchased it, and I was assured it was completed before).
I am upset regarding the oil change that never happened. I am concerned about the state of the engine and future manufacture’s warranty, due to lack of maintenance.
I am thoroughly disappointed with the manner I was treated by the man I wrote about above. I had to ask for his card at the end of our encounter; his name is Jim Mcsorley and he is the Drive Thru Supervisor. He was rude, dismissive and his customer service skills are far below expectations.
Jim did call me today (June 28th) to tell me that me vehicle is completed and that they did drain ¾ litre out that was over-filled. He assured me an oil change was compete and that the Shop foreman was involved. His tone and professionalism during this call was a complete 180 from the manner I was treated last night. I will be taking time during my lunch hour to pick my vehicle up today.
I came to Okotoks GM to support a local business in a “small” town, that I have grown up in. I realize that I did not purchase a Chevy, Buick or GMC; but I did choose this dealership to bring my business to. At this time I am unsure if I would recommend your dealership or return for future business; how you handle this situation will determine that.
Thank you for your time and I look forward to hearing from you,
The worst part is that I have emailed the Operations Manager and Service Manager with my grievance and have not been contacted at all. I have left a phone message with the Operations Manager to please call me back and still no reply. I have waited for one week for any reply.
I will not recommend or return to this dealership ever again for service or sales because of this experience.