To give you some background, I purchased by 2018 Chevy... - marie
To give you some background, I purchased by 2018 Chevy Silverado in the summer of last year (2020). I had a horrible experience through negotiations as I had brought my male partner at the time with me for a second set of eyes and they refused to speak directly to me even after I made it clear that he was not a part of the negotiation and asked them politely to speak to me and make eye contact with me. However, I continued the negotiations as it was my dream truck. After the purchase, I noticed that the salesman did not give me my second set of keys. After thoroughly searching the vehicle, I contacted that salesman and he tried blaming me and the dealership the vehicle was previously at. Six months later after I was treated with a ridiculous amount of disrespect, I received a second set of keys. I almost refused to let the dealership program my new key until I spoke with a female manager who actually listened, treated me with respect, went above and beyond to have a female salesperson pick up and drop off my vehicle, and gave me 6 free oil changes.
Fast forward to November 1, 2021. I was unable to see and miss a road hazard, but I knew I had tire and rim insurance for this very thing as I travel a lot around the province for work and figured it would come in handy. I took my vehicle in and John started the conversation with me seemingly very annoyed and appeared as though he did not believe me until he saw my tire with the road hazard still firmly inside of it. He took photos of the tire but no one thought to check the rim. I was told by John he would contact me at the latest by the end of the day on November 2. I heard nothing. This is just the start of the lack of communication I was to receive. Two weeks later I had to call John once again for an update as I was not contacted within the timeline I was promised communication. At this time, I decided to professionally discuss my concerns with the lack of communication I was receiving from John directly with him, especially seeing as I was told they received the wrong tire and had to wait another week to get a new tire from Toronto. John immediately got defensive and would not listen to what I had to say, his tone was rude and dismissive as if I had no right whatsoever to feel that way. I never received even a fake apology.
Finally my new tire arrived and I decided to use one of my free coupons I aforementioned for an oil change at the same time on November 27, 2021. What should have only taken about 2 hours, took 6. Not only that, part way through my service I got a call from John to say the rim was also broken and had to be replaced so they would need to re-send the insurance claim and order me a new rim. This was the one and only time John apologized to me.
On November 28, 2021, I was Christmas shopping around the city when I got a pop up on my truck that the oil was low. I pulled the dipstick and it was dry. I immediately brought it to Great Canadian Oil Change for them to discover no leaks or cracks, but your service crew did not put enough oil into it. They checked my tires, filled up all of my other fluid levels for free, and invoiced me for the oil top up.
On November 29, 2021, I came into the dealership and asked to speak to a manager. Mike came to speak with me, I told him the issues at hand and the horrible treatment I had received to date. He took a copy of my invoice and promised to take care of me after I said I never want to take my vehicle into this dealership ever again if it can be avoided. I don't care if the oil changes are free, it isn't worth wrecking my vehicle. If they want to do right by me I would accept some cash compensation or even Great Canadian gift cards. I spoke with Mike later on and he said he is doing everything he can and apologized for all the missed and lacking communication and inquired if I am comfortable continuing to work with John to which I said no. He assured me that I would only hear from himself or Donnie.
This was a lie.
I heard from John again when my rim was ready. I called Mike and told him I can't trust him either as (a) you have a rogue employee not following direction or (b) your managers have such horrible communication and cannot have a simply conversation with an employee to say "we have an upset customer, and we will take this case off your hands for you." Mike said he would talk with Donnie and contact me again later that day... I have yet to receive a call.
On December 11, 2021, my truck entered the shop again to get the tire and rim changed. I spoke with Kent and asked if Mike was there. Mike was not so I explained the situation to Kent and he offered to have a free vehicle wash. I accepted. When I came to pick up my truck later, Kent informed me he spoke with Mike and they are doing up a $100 cheque for me. I wasn't ecstatic but thought I would just take the money and never come here again. Kent told me it should be ready Monday and to call him if I don't hear anything.
I called Kent Tuesday, December 14, to ask what was going on. He told me he would talk to Donnie and get him to call me right after his meeting that day. I heard nothing.
I called Donnie myself today (December 16, 2021) to inquire what was going on. He informed me that he had no idea what I was talking about and couldn't cut me a $100 cheque as I was initially told and to send him a copy of that invoice from Great Canadian (which Mike already has).
One December 16, 2021, I emailed Josh, who I was told was the GM for the business and provided the above description. I requested he take action to rectify the horrible service and communication I continued to receive. No response.
I emailed Josh again on January 5, 2022, and requested as a minimum a response if he is working on anything by Friday, January 7, 2022. No response.
I am appalled and continuously disappointed by the customer service at this business. Their disorganization and rudeness towards me for asking for human decency and respect is mind blowing. I have had serious thoughts of trading if and purchasing a similar vehicle at a different dealership simply so I never have to work with anyone at Autogallery again.
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