Caleb Rojem

SRP1 responded

An update to my earlier review where I rated the “ purchase” as 5 stars . Unfortunately I can not extend that same level to the parts department. I needed a front license plate bracket and paint pen. Was told bracket would need to be ordered and paint pens were in stock. Was notified when the bracket came in and drove in to pick it up ( 2 hour round trip). Bracket was there but no paint pen. It was never in stock and had to be ordered. Nota big deal, and the mailed me the paint pen when it came in. The next time I dealt with parts I asked for a quote for a PAIR of rear tires. I was quoted $400 for the pair. A month later we decided to take trip to visit friends in Montana and felt it best to get new rear tires. I asked if the price was still $400, and was told the price was now $390 for each tire. When I asked why such a difference I was told “ I can only quote what my system tells me, and the tire manufacturer had increased prices by 10%”. None of this I could belive, but said order the tires. Was told it would take 10 days. Then I booked the car in for oil change, transmission flush and tire change and specifically said to ensure the tires were in and contact me if they were not. Drove in on the specified date only to find out the tires were not in. Service department apologized and offered a free oil change. Was told the tires should be in the following week, so I set up another appointment. Drove in on that day and guess what no tires.So I said do the oil change and transmission flush ( which was covered by a service bulletin) . So they took the car in and after several hours I enquired if the car was ready. The oil change had been done but not the transmission flush as the technician could not find an issue. The service bulletin , which I provide to the service department, stated that if the customer experiences issues that the flush was to be done, and there was no need for a technician to diagnose. The technician was now busy on another vehicle and would not be able to do the flush that day. I set up yet another appointment the following week for the transmission flush and tire change. When I returned the next week they completed the transmission flush but could not do the tire change as only 1 tire had come in and no one could track down the second tire. I had now less than a week before I was leaving, and by the time I left the tire still had not come in. When I got to our destination in the US I went to a tire shop and within 2 days they had the tires in stock and on the car. The exact same tires that Kelowna Chev could not get delivered in over a month. So I feel for the service writer, as she was caught up in the middle of this and it was all out of her control. The Service and Parts Department are the ones that should bear the blame for this ineptitude, and although they are more than aware they ( Parts and Service Managers) have yet to reach out and apologize directly. So I’ll leave my previous review and ranking in place, and will also give 5 stars to Emily ( service writer) however it’s a 0 star rating for the service and parts managers.

SRP1 responded

To those that might think these reviews go nowhere, thats certainly not the case at Kelowna Chev. Since posting the review the General Manager was in touch with me within the following day. We have talked several times and each time he has shown empathy to the situation and has assured me that without reviews such as these management cannot take steps to take corrective and positive action. He thanked me for bringing this forward, and although we can’t put “ the toothpaste back in the tub” that his focus is now on the future and repairing and rebuilding my trust in the dealership. I think this speaks volumes to the character and management style at this dealership, and that my friends is a great step in the right direction. Five star review remains.