Weber Mazda

Initial Business Response /* (1000, 5, 2016/02/02) */
Contact Name and Title: [redacted]
Contact Phone: [redacted]
Contact Email: [redacted]
Good Day [redacted], you are absolutely correct in stating that we sent out two letters. The original letter was sent out in haste and was...

supposed to let all our customers that we will not be making the oil change package available for future sales, unfortunately the letter was quite convoluted and we felt it necessary that we send out a follow up letter clarifying the situation. The second letter was a lot more clear and states that we will no longer be offering the package for future sales, however we will continue to honor those that already have it. The terms and conditions of adhering to keep validity of the oil change package have been made very clear to all both verbally and in a documented maintenance pamphlet that was given out at time of purchase. Even though some personnel have been quite lax on the process, we have made necessary internal changes and will be enforcing the mandatory interval servicing needed to comply with the oil change package. The intervals are really no different than the recommended intervals by the manufacturer at the 24, 48, 72, 96 and 120,000km marks. If you have only used the 3 oil changes and would like to discontinue your service, we will most certainly be happy to refund you the difference of your $499. Please feel free to come in and have the discussion with our service manager [redacted] and we will be certain to make this happen. Thank you for voicing your concern and we do appreciate your business. thanks
Initial Consumer Rebuttal /* (2000, 7, 2016/02/12) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Please note, I made a typo in my original submission - it should say "5" oil changes were used, not 3.
I went to Weber Mazda today (February 12, 2016) to speak to [redacted], but he was not in. I spoke with [redacted] instead, and she looked up my file and calculated the amount of my partial refund to be approximately $155. As the refund was to be issued by cheque, two authorized signatures were required. Only one person was available to sign, so she agreed to give me a call this upcoming Tuesday when the cheque is ready to be picked up. Dealing with [redacted] was a very good experience and I look forward to receiving this partial refund on Tuesday.
I would like to make a note that the aforementioned maintenance pamphlet says: "We want you to take care of your vehicle. To encourage you to do so, we have included complementary oil and filter changes throughout ownership, provided you allow Weber Mazda to perform the services outlined in this manual at the recommended intervals. All services must be performed at Weber Mazda as outlined in this manual. Ask your Service Consultant for details and current pricing." This statement does not appear to apply to my circumstance as I was not provided with "complementary" oil changes - I paid $499, which by definition, is not "complementary". Furthermore, there is a spot for a customer to acknowledge the statement by initialing next to it - as this statement was not referred to whatsoever at the time of sale (hence the apparent confusion), this spot was never initialed!
While I do accept this partial refund, I hope it is understood why this complaint was filed in the first place: the wording in the maintenance manual as written, in my opinion, does not apply to a prepaid lifetime oil change package; and, any terms or conditions were not communicated or acknowledged at the time of sale (neither verbally or written).

Initial Business Response /* (1000, 5, 2016/03/03) */
Contact Name and Title: [redacted]
Contact Phone: [redacted]
Contact Email: [redacted]
My Name is Casey P[redacted] and I just recently became the General Manager of Weber Mazda. I sincerely apologize about your experience and will...

rectify this immediately.
Is there a good number to call you at and when would be a good time?
Sincerely,
Casey P[redacted]
Initial Consumer Rebuttal /* (3000, 7, 2016/03/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Response is just for a call back- further followup needed. I will contact Casey directly as I don't want my personal information publicly posted.
Final Business Response /* (4000, 16, 2016/03/14) */
[redacted] and I have been in contact and I apologized for all the problems and will be sending her a cheque for the amount she requested that would make her happy.!
All is well and sorry again [redacted] for all the problems.
New GM Casey P[redacted]
Final Consumer Response /* (2000, 18, 2016/03/15) */
(The consumer indicated he/she ACCEPTED the response from the business.)
New GM Casey was very responsive and fully understood my frustrations with the situation. I appreciate his quick replies and willingness to find a solution.
Thanks Casey!