Mann-Northway Auto Source

Mann-Northway Auto Source responded

We are so happy for you and your new Equinox, I truly hope it's all you expected and more, thank you for your loyalty!

Patrick responded

I appreciate the response however you have been gravely misinformed. Firstly the process took 22 days - I said on the fourth week which most people understand to be greater than 21 days. But the amount of days is not the route of the problem - let me clearly state the problem is a customer (me) brought a claim in. No one could do anything about it until a single individual got back from holidays. So any customer who comes in while this person is away must wait until he gets back- so in essence that individuals holiday time is more important than any customer whom may have a claim. Easily fixed by properly training relief staff. So that was the first agrivating factor. Second, when the person did get back a full week went by with no follow up with me which I was promised. Third agrivating factor, once everything was in hand of this person I was promised follow up at the end of the week. I did not get this either. Now the tire issue- I understand tires get flats, believe me I don't give Mann motors enough credit to actually believe they have the engineering capabilities of mass producing tires. I hold no grudge if I get a flat tire. I further hold no person in poor regard due to a mechanical failure. As well, I am not daft enough to believe every tire manufactured can be on hand at any given shop at any given time. Minimizing someone's concern by uttering the painfully obvious is a poor technique in understanding a customer service issue. Let me clearly state my issue with the tires- I have now been given 3 stories as to how the tires became initially attached to my vehicle, this isn't really a problem just an indication of your disfunctional internal communication. My problem - why would you put tires on a vehicle (a very common popular vehicle) that you do not stock? Would it not make common sense to stock the popular vehicles tires that you now say were installed there? This again tells me after the second time that you don't care about a customer that has to wait 4 days or get bullied into an argument over who is paying the freight to get one there sooner. This is just straight up poor inventory management. Now let me save you the trouble of rebutting - "I have been doing this for thirty years what do you know about this business" I concede I am not an expert at managing a repair shop. But these issues are so blatantly basic and obvious over any business model of any kind. Frankly as basic as the customer service I received from your inept managers who are obviously minimizing and lying about the story around the office. Your floor staff are great if we have to end on a positive.

Mann-Northway Auto Source responded

Thank you Patrick for the update on Facebook. We appreciate you taking the time to share both sides of your story and we are glad we were able to reconcile. "Big up to Ron Bodnarchuk at Mann Motors. Although we had to agree to disagree on a couple of points I appreciate your willingness to listen and scheduling the time to meet. Those that have followed the story - I believe that Ron made every effort to correct the problems and ensure the "amazing" and "excellent" customer service I was promised. Although I don`t have much confidence that the service manager has the ability to deliver (this opinion is based on my person dealing with this person) I am hopeful I will be proved wrong. I want to make it clear that I did not ask for anything and I did not receive anything as far as monies or gratuities but I did receive respectfully mediated dialogue that did instill some confidence in this company. Those that know me well understand I have zero time for fluff, sparkles and fairy-tails. So moving forward, if you wish to offer me the world while finalizing a financial transaction, understand I will be awaiting the delivery of the world. Say what you mean, mean what you say or save the time and oxygen with me."

Mann-Northway Auto Source responded

Awesome, glad you are glad! Thank you so much for choosing us for your truck purchase!! Ron