Today (Thursday 8 April), I brought my 2019 RAV4 in for a service check, and to have my snow tires changed. I had previously called and booked an appointment for 8:00 a.m. I was advised the appointment would be approximately 3 hrs long. Normally I would wait for my vehicle but due to the length of time for this appointment and the fact Ottawa is currently on a lock down it didn’t make sense to do so, I left and went home (by bus). When I checked in at 8:00, I was advised of what checks would be done and the service rep said “okay we will take your vehicle in, and will contact you with any problems.” By 1:44, (almost 6 hrs) after my appointment time, I hadn’t heard anything and called the dealership. Imagine my surprise when I was told “we haven’t started working on it yet”. I replied with “but my appointment was for 8:00” to which I was told “when you leave your car it’s with the understanding that the three hour time mentioned was ONCE we actually start working on your vehicle and that your car would be with us all day. Your car will be ready by 5:00 p.m.”
I returned to the dealership at 4:55 p.m. and got my car back. My question is why when I dropped the vehicle off was I not informed that the 3 hour time was ONCE the car actually entered the service area. I was totally under the impression the 3 hour time would start immediately after I dropped the vehicle off. I told the service rep that at no time had anyone informed me that even though I was on time for my appointment the amount of time previously indicated to me (the 3 hours), didn’t start until my vehicle entered the service area. The service rep agreed saying “ah, yeah that should have been explained to you when you came in this morning” (but no mention of an apology for the confusion and the hope it didn’t cause me any great problems.).
This is the first time this has happened, every other service appointments went just like I was told (1 hour, 2 hrs etc), not sure if this is a new policy or is this some sort of fall out due to COVID-19?
We have always been very happy with the treatment we have received, both when we bought our car there, and every service check thus far, but this one left a very sour feeling in our mouths.
I will have to consider whether to return to this dealership where we bought our vehicle or take it to another dealership for servicing in the future.