SMP (Saskatoon Motor Products)

took 2 days to do an oil change? I booked my service appointment about a week and half ago by phone. When arriving there early in the morning, in the service lot, drive thru, or wha I booked my service appointment about a week and half ago by phone. When arriving there early in the morning, in the service lot, drive thru, or what ever you call it, the attendant couldn't find my name on the appointment list? then to top it off, the attendant had to find the next available service adviser to see if anything was indicated about my appointment date. i gave the adviser my plate number and nothing was recorded on about my schedule service. So i thought to myself "then who the xxxx i was talking to on the phone?" The service adviser over the phone (can't remember his name, as he sounds like a young gentleman) gave me a quote about services and i mentioned that my vehicle will be there between 7:30 and 8:00am in which I arrived. Whats worse, is that another service adviser had to redo the paper work to get this service started so I left and then by 4pm I had to phone them back to see whats taking so long just to be informed that the vehicle hasn't been looked at yet? So i was informed a couple options is to leave the vehicle in the shop overnight or bring the vehicle back in the morning which I choose to bring the vehicle back the next morning. The next day before noon, i received a call from the same adviser (think his name is matt or matty) asking when i'm dropping my vehicle off? at that point, I was really frustrated that I informed him I already drop my vehicle off early this morning to one of the lot attendants. so the adviser apologized and indicated will work on it right away. i felt really annoyed that i requested to speak to the service manager which I was given a name and number so i called and left a voice mail to have the manager call back in which he didn't. I don't know if this person was very busy all the time or he just simply delete my voice message. whats interesting is that i never received a survey from SMP which i normally do after my service (usually a day later). They (SMP) probably thought I would give them a bad review which they're correct!! Overall my experience wasn't great at all. How can an organization cannot locate my appointment schedule and then it takes them 2 days to service my vehicle? To me this is not appropriate business practice. There is a reason why we have computers and voice mail services in the business world to provide quality customer service......... More

Misleading When I brought the vehicle in, I was told no work would be done without being authorized. I was then called with a diagnostic and a price. When they c When I brought the vehicle in, I was told no work would be done without being authorized. I was then called with a diagnostic and a price. When they called to say it was ready they said it would cost more. When I mentioned they'd quoted a lower price, they said they would take care of it. But when picking it up, it still wasn't right. They said they wouldnt know how much shop charges were until it was done. But they sure could have mentioned there would be additional shop charges then plus tax. They had plenty of opportunity to do so. Instead, The final bill was a surprise. More

Joke of a service department I'm a pretty patient guy and can be pretty understanding but this experience blew my mind! Booking the appointment took 3 call backs. We were told I'm a pretty patient guy and can be pretty understanding but this experience blew my mind! Booking the appointment took 3 call backs. We were told by the service Center that we had to talk to our customer service representative to book an appointment. He was not in, so we could not book anything. Messages were left and no one returned our calls. Not sure how that is their protocol but finally after talking to the person we bought from we got an appointment booked. This was not the first time we have had issues with booking an appointment. Brought the car in the day of the appointment through the service bay and it took 20 minutes for someone to help us, despite having an appointment booked. 3 things were to be looked at on the vehicle. We were having problems with the Hvac system and it was to be diagnosed. A rear door moulding had fallen off and we couldn't find the block heater plug and were requesting that they look to see if it was there and if so point it out to us. I received a call from them towards the end of the work day and was expecting them to say that they had fixed the 2 minor issues and the results of the Hvac diagnosis. To my utter dismay they told me that the vehicle didn't even get in to be looked at. WHAT? Unbelievable...what's the point of even having an appointment if the car isn't going to get in to be looked at? They offered me a loaner vehicle for the weekend...of which is a complete downgrade from ours. We didn't take it and asked for ours back. I can't believe the vehicle was there for over 10hrs and they could not even check to see if the block heater cord was there...all of a 30 second check. Also the moulding that was to be replaced can't be anymore than a 5 min job. What a complete JOKE! Completely wasting my time. We talked to the manager Stacy and he fed us some BS about they are very behind and have to overbook appointments to keep up...barely offering an apology or any type of compensation for not getting to our vehicle. Apparently this happens quite regularly with this dealerships service department. How many pissed off customers is it going to take to change that absurd policy? The whole point of an appointment is to get the work done on the vehicle...otherwise why not a first come first serve policy? Perhaps it was the very green (one week on the job) customer service rep Charlie that made some mistakes (hard to blame him) but I see it as a complete Management failure to leave a customer with such a bad taste in their mouth, even if it was warranty work. If you purposely overbook vehicles in for service perhaps warn the customer that there could be delays or at very least if you couldn't get to my car, run it through the car wash, something at least to say hey...we are sorry but we are trying here. What pisses me off the most is that 2 of the things were seriously like 5 min jobs to fix...how is there not someone looking at that and making a judgement call on it. Saying, well were were able to fix these two minor things but sorry we were unable to get to the diagnostic check. Can you book it back in. Had that happened we probably wouldn't have been so angry. It turned out that the moulding replacement part wasn't even ordered in yet...how they missed that is beyond me but it would seem that complete incompetence is somehow involed and perhaps a hint of arrogance from the service department and manager. He didn't even look at the service order to get an idea of what our issue was...let alone send out a rep to point out the bloody block heater cord which was tucked away in some out of the way spot. Great customer service on his part...(sarcasm of course). Perhaps a sorry for wasting my time was in order??? When my moulding part is in, I plan on picking it up and installing it myself. God forbid I book it in again and they don't get to it...you know the whole 5 minutes it takes to snap a piece of rubber on a door. It's a real shame that the service department is so awful (several poor experiences now) at this dealership because the buying experience was top notch. We love the vehicle but definitely will be using another service center after this ridiculous experience. More

Terrible experience Kelly Johnson was nowhere to be found at our appointed time for inspection and test drive, He finally showed up over an hour late.and said he thought Kelly Johnson was nowhere to be found at our appointed time for inspection and test drive, He finally showed up over an hour late.and said he thought it was the next day despite confirmation by email and a "heads up" phone call. an hour and a half before arriva l(not there so I left a message) He added insult to injury by offering 6500 dollars less that the average selling price for our trade.. Terrible experience and a complete waste of time.. More