just wanted to share my experience on Saturday February... - nicolemw
just wanted to share my experience on Saturday February 13th with you. After the customer service that I recieved on Saturday if I didn't have free oil changes as part of my deal I would have my car serviced at a more conveniently located dealership, with better and friendlier service. I will not be doing any other service at your dealership.
I arrived approximatley 5-8 minutes before my 10:00 appointment. I pulled up to the door and waited, and waited, and waited for the door to automatically open. It did not, finally someone opened the door but all four spots inside were taken. Someone waved at us and then the door closed again. Thinking that someone would be out shortly to advise us of what to do we waited in the car, and waited and waited and waited... you get the point. No one came so finally after 5-10 minutes of waiting we we parked the car and went inside. The service advisor was assisting another customer, no problem, I can wait, but he didn't so much as acknowledge us, No "Hello!" no "I'll be right with you". We stood there and two other staff members who had been in the service area the whole time walked by us. I guess they were there to move the cars out of the way so I could pull mine in. Great, but neither of them asknowledged us, told us what was going on, or even said hello as they walked right by us and the service advisor was still talking to the other customer.
After pulling my car in and waiting for several more minutes the service advisor finally acknowledged us. I went up to the desk and said I was there to check in for my oil change. Now I don't want to say that he was rude because he certianly wasn't, he did however act like he had a bit of a chip on his shoulder and was not very friendly he had an arrogance about him. He asked my name and pulled me up in the computer, I asked how long it would take and he said if we were waiting it would be an hour to an hour and a half. I was borrowing a car so I asked how long again, and then he told me that it would be 4 - 5 hours and he would let me know when it was done. I'm very confused as to the difference but I'll get to that later.
Next he asked for my ID, Insurance and Credit Card, etc. I got my credit card and was trying to get my ID out of my wallet and was struggling, I’m awaiting hand surgery. I asked him if he could just look at it if I held it up to the plastic, he said no I had to get it out he needed a photocopy of it. I then went to get my insurance, and I realized that I had last years pink slip not this years. Totally my fault, I'll admit that and what a hassle for him. While I was frantically trying to pull up a copy of my insurance up on my phone he just stood there, my friend went to get some coffee and I was still struggling to find a copy of my insurance. My friend came back because there was no coffee and the service advisor impatiently asked me did you find it yet? I just said "no" (Duh, if I had found it don't you think I would have said something). My friend finally spoke up and said well can't you do the rest of the paperwork while she's looking? Regardless of whether we take the rental or not you still have to check her in don't you? so he carried on with the rest of it. I got the insurance info and let him know, he asked me to email it to him. which I did. He then completed the paperwork and did a walk around said that the gas tank was full and to bring it back full. Then we left.
I had only planned on an hour to an hour and a half and had an errand to do in the city (I live in Leduc, and drove in) and planned on grabbing lunch. This all changed when my car wasn't going to done till at least 2PM. I can honestly say I don't understand why it should matter if I'm waiting in the dealership or not. I called ahead and booked an appointment, you guys surley know how long it takes to do an oil change... schedule accordingly. I don't want to sit in your crappy waiting room for an hour and a half with no coffee and nothing to do. Why should I have to? Why should it matter if I'm waiting there or not, I booked an appointment.
After I left I got a text message from my service advisor saying I could contact him there if I had any questions. I asked what time I could pick up my car until? Since it was now going to be several hours I did my errand and went back home to Leduc. I got a text message back from him saying I could pick up my car till 5PM. at about 3:40 I left home to go back and pick up my car and get gas because the fuel tank was down quite a bit. I was actually surprised at how much fuel it had used for a little car, only to notice after I filled it that the car hadn't been full to begin with. It was a notch down from full, and after I filled it I saw how high the gas guage was supposed to be to have a full tank. So I put $10 of gas in and FILLED the car, no big deal it's 10 bucks.
I arrived at the dealership at 4:10 and again pulled up to the service door and waited, and waited, and waited, and waited, the door never opened. so I got out again and went to go in the man door, only to find it was locked too. this is when my stomach dropped a little bit, had I screwed up the time? How was I going to get my car back? I went to the service area from the show room and saw some lights still on. I thought ok great, someone must still be here. Again I stood there and waited and waited, and waited, finally I sent my friend to see if they could find someone and I'd wait there in case anyone showed up. My friend went to the sales/customer service desk and someone told my friend "oh no Service closes early on Saturday, but it's ok, I have the keys. Someone should have told you that you should pick it up from the front desk"
I finally left the dealership with my car feeling angry and frusturated.
We all make mistakes, Heck, I screwed up not having my insurance papers ready and we all have bad days I get it, but all of those things combined left me never wanting to waste my time and come back there again to recieve unfriendly service. The service technician reccomended $300 worth of work be done and I can tell you one thing for sure I won't be having it done there. I'll go to the dealership 5 minutes from my house where they have completed other warranty work for me and alway bent over backwards to do anything that they could to help even though I didn't even buy my car from them. I shoud have bought my car there too. I regret my decision now.
I replied to their "How did we do email" and expressed my concerns directly to the dealership but of course got no response.
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