Shelby Dzaman
8 years ago
Hi Kimberley, I have had an opportunity to review your concerns. First, I want to say I do sympathize with you about your vehicle problems. The time line you describe for the type of work that was done to your vehicle is reasonable, however. I know you had your vehicle towed in on Wednesday night, but it would not have gone in to the shop until Thursday, as scheduled. It would not have been worked on Saturday or Sunday, as we currently only have our Certified Service Express Lube open on Saturday, and your Service Advisor works the 5 weekdays per week. Our doors open at 6:30 am, and our Advisors are usually here before then, so they are not always available late in the day. I see you suggested replacing the fuel pump when you spoke with your Advisor, and she correctly advised that you have the condition properly diagnosed. That was a good thing! As it turned out, your vehicle required a fuel pump module, and not a fuel pump as you suspected. Once your vehicle was running again, you had requested we take time to determine why your vehicle was using oil excessively. You also wanted to know, generally, the other problems with your vehicle, and your advisor correctly suggested a vehicle multi-point inspection. You also asked for an oil change, and a quote on replacing a ball joint and oil pressure gauge or sending unit. This was all completed as discussed with your Service Advisor. I know some of the news was not good with respect to your engine’s condition, but this is not the fault of your Advisor. As far as shop fees go, your Advisor was correct in telling you it was for incidentals. Most shops routinely charge out small items this way, and this has been industry practice for decades. SMP is slightly different than some other shops in that shop supply fee is capped at SMP, and it is therefore considered very reasonable. I see you have been in for service at SMP several times in the past, and I suspect your Advisor may have assumed you had more of an understanding concerning shop supplies. I do apologize for any miscommunications that may have occurred during your last visit, and would be more than willing to discuss with you shop supplies, enviro and recycling fees, taxes, and labour time guide. Please feel free to email, call, or visit. Sincerely, Michael Kocsis, Assistant Service Manager.
