Saskatoon Motor Products

Hi Colby, your file has been reviewed. Your vehicle required an extensive amount of work because it required transmission turbine shaft replacement. This involves removing the transmission, disassembling it, reassembling it, and reinstalling. In addition a 4-wheel alignment was performed, followed by a road test. This work was completed over a number of days as part of a general recall campaign, at no cost to you, of course. We apologize for the inconvenience of being without your car. A number of options were given to you for alternate transportation, however, including a rental car at no expense to you. After review, it is clear that a number of attempts to contact you were made by your service advisor to inform you about the status of your vehicle, and to make arrangements for alternate transportation, while your car was being worked on. In one day as many as 7 attempts to contact you were made at 2 different phone numbers. The calls were made approximately 1 hour apart. But it appears the fates did not allow for proper communication that day. As for the missing appointment, we apologize for that. The service department opens at 6:30 a.m., so it’s likely you meant to say you came in at that time, not at 6:00. At any rate, drop-off or check-in is performed on an appointment basis. That is, starting at 6:30 a.m., there are seven vehicles being dropped off every 15 minutes. This ensures that service advisors have 15 minutes to spend with each customer during drop-off. If your appointment was missing, it means that service advisors were trying to squeeze you in between the appointments of other customers. If there are less than seven advisors in the drive through, then scheduling becomes even tighter. In addition, if the appointment was indeed lost, then all that labour time would not have been scheduled either, making for tighter scheduling in the shop as well. Therefore, it appears that the apparent lost appointment resulted in a stressful domino effect. And again, we apologize for that. We take your comments seriously, and have put in place a robust mechanism for tracking appointments, and have a dedicated appointment coordinator overseeing scheduling within the service department. This has resulted in great success, and lost appointments are extremely rare. If you need further clarification, or have other comments or questions, please do not hesitate to give our service department a call.

Hi Terrence, thank you for your concerns. Oil changes are not free with the purchase of a pre-owned vehicle, and they are not included in extended warranties. Thanks.