Bought a 2012 Cruze from SMP and though the sales advisors were good we found them to be a little condescending, they know their job and treat the customer as second rate.
Professional people handled my vehilce with care and class.
I was treated with respect as they took down my information and looked at my vehicles file. They gave me an approximate completion time and offered that I wait in the waiting room or a ride home. They said they would call once the service was complete. I only wish it was a shorter time and wouldn't book as many people to put through at one time for the number of employees they have to do the oil changes. Everything was handled with care, they put covers on the seats and floors.
A time was set up to bring my truck in for an inspection on a possible recall to the air bag system if it needed fixing I was to bring it back a second time??? My son dropped it off and was unsure of the procedure you guys have for service, he was rudely corrected and left your shop not knowing what the heck was going on because apparently these inspections were not done on that day??? When I picked the truck up later, the inspection was done I think but no one was sure it further work was needed. Still don't know for sure??? Very unprofessional.
Reply from: Saskatoon Motor Products 10 years ago
We are sorry to hear that your last visit to our service department did not go as smooth as usual. The work done on your vehicle was a recall inspection for "Material Over Sensing and Diagnostic Module (SDM) Retaining Moisture". The vast majority of vehicles investigated under this campaign do not need parts - if they do and parts are not in stock, then parts are ordered in and in some cases require a second visit. Often parts are readily available, however in your case there was no problem with the SDM, and foam was removed from around the module as a precaution, as called for in the recall instructions. It is not possible to say for certain whether a vehicle will need parts until the inspection is complete. Either way, there is no charge to the customer.
As for any miscommunications that occurred in the service drive-through, we apologize. We understand that for new visitors to our service department, the morning rush can be overwhelming, and not everybody is used to bringing in their vehicle for a service drop off in an indoor drive through. For our new guests, we will continue to make an effort to ensure they are oriented adequately, and made to feel welcome. Another way to avoid miscommunication is to have the owner of the vehicle speak to the service advisor directly. We welcome all inquiries, and your service advisor would be more than happy to assist.
