I had an oil change at Rally Subaru in Edmonton on Monday this week.  Not only was I very disappointed with every aspect of  the service , also my email complaint afterwards was fully ignored.  My tale of woe follows.

 I had given a poor rating on google following my service 6 months ago and I wonder if they purposely provided even more egrigious service this time to rid themselves of a customer.

Or perhaps they are just that incompetent.

On arrival for the appointment I was advised the service would take 1 hour and 15 minutes,  it took 3 hours.  This however, is not my complaint, I understand unavoidable circumstances can extend a service call. However,  in this case,  based on the facts as they were conveyed to me this was totally avoidable.

After 1 hour and 25 minutes I received a text advising the oil change was completed and an inspection report showing this was attached to the text but also the engine belly pan bolts were broken during removal and I was requested to authorize the additional work.

I was in the waiting area just steps from my service advisor but surprisingly she only sent me a text.

Before approving the additional work of about $200 with tax and service charges I asked the advisor why I was just being advised now of the broken bolts.  She said the there was an oil spill during the change, which although finished (removing the belly pan is not required to do the change)they decided to remove the belly pan to clean up so there would not be a smell of burning oil .  At this point my options seemed limited so I approved the service.  I suspect the belly pan has never been removed since I purchased the vehicle.

– I ask myself, why do I need to pay for a mistake made by the service technician (spilling oil)?

– Why were 2 bolts broken?  After the first could not penetrating oil have been used to remove the second.  Why was I not given the choice to have just the one broken bolt fixed

and live with a burning oil smell for a brief period?

I lost 1.5 hours of my own time together with about $200 extra cost, the explanation was poor and I had to seek out more details myself and obviously I still have questions.  I am really puzzled why I have to cover the cost of a technicians error.

I plan to seek a new service provider for maintenance although I have been a customer since 2009 this incident is really unacceptable to me.