Coastal Financial Credit Union Limited - Head Office

In October 2016, I made an "on-line" appointment, as the number suggests, for a couple of RECALL items on a Toyota RAV I specified both of the RECALL items (check/repair suspension and seatbelt) and that I would "wait" for the checks/repairs to be done
Shortly thereafter, a confirmation via email was received from Principle Toyota All is good, so far
We arrive promptly for our appointment and were greeted in a timely fashion The service advisor stated that we would not be able to get the vehicle serviced today due to the parts not being in stock WHAT?! At this point, I let it be known that I was a very unhappy customer
The online service request specifically requests that someone advise me, via email or phone, if the parts would not be available for this appointment Not so much as a peep from anyone at Principle Toyota to give us a "heads up" that this appointment was not doable No courtesy callnothing!
This was incredible! Surely there is a plan of action to notify customers if there is a reason why the appointment will not be feasible Is this the first incident such as this at Principle Toyota? What went wrong?
The service writer did say she would get the parts ordered and call to reschedule so we can try it again I was grateful for this but this could have been avoided altogether
I am assuming after describing the above referenced scenario, of how this went down, I probably don't need to elaborate on how upset and disappointed I was at the outcome of this appointment
A FEW DAYS LATER, THE SAGA CONTINUES
I received a call the following Monday morning from Principle Toyota letting me know that the ordered parts were in and to schedule an appointment
We scheduled a lunch time drop off appointment for pickup after 5:00pm on a weekday We arrived promptly for said appointment and waited patiently for the service advisor After he examines our car, we begin to discuss the services scheduled for the vehicle He mentions there are three recalls of which one (suspension issue) would require a "special tool" that Principle Toyota does not have WHAT?! This can't be happening again!
As I begin to lose my cool for the second time in less than a week with the staff of Principle Toyota, the Service Director, steps up to see if he can diffuse the situation It becomes apparent, as we are speaking with him, that he knows nothing of last week's incident/encounter with the service department After some discussion, he vowed to get the recalls handled by the end of the day
With these events playing out as they did, many questions come to mindOut of thousands of vehicles recalled, are we the very first customers who have brought in a RAV4, for the suspension recall, to this particular dealership? Do other customers, who have recalls, encounter these kinds of issues with the service department at Principle Toyota? Is basic communication taught and encouraged to the employees of Principle Toyota? What was the cause of the confusion/inconvenience for the second time in less than a week? Has this been addressed? Why were our dealings with Principle Toyota so aggravating and frustrating? Who is responsible for customer satisfaction and retention?
Communication is keyamongst the staff and with your customers
To date, no response from any key individual at Principle Toyota since the debacle has ended Does anyone there really care?