SMD Automotive Ltd — Local services in Whistler Resort Municipality

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The following email was sent on October 26, 2021, and there was no reply from SMD Auto.

Dear SMD Auto,

On July 27th, 2021, I booked in a pre-purchase inspection on a GMC Sierra 1500. The only concerns listed on the report were a broken oil pressure gauge and no tread on the rear tires.

Your mechanics gave us confidence that the vehicle was in good working order for our cross-Canada road trip and I went ahead with the purchase.

A few weeks after taking ownership of the vehicle, we noticed that the brakes would occasionally shudder or make a grinding/scraping noise when braking. We ignored it for the meantime.

On August 31st, 2021, just outside of Thunder Bay, Ontario, the brake pedal dropped almost to the floor while driving, and the ‘Service Brake System’ message was displayed on the dash. There was no braking material left in the rear drums and the wheel cylinder ruptured. This left us in need of a full rear brake replacement - drums, wheel cylinders, shoes, and a new master cylinder, which set us back just over $1100. On the SMD inspection report it says that brakes, pads, shoes, and drums were inspected as part of the pre-purchase inspection. The brake lines were also identified as badly rusted. I’m not sure how such a severe safety issue could pass through your rigorous pre-purchase inspection report checklist, raising concerns about the thoroughness of your pre-purchase inspections on other vehicles.

The tech who performed the inspection was Jens Steinebrunner and the service advisor was Shanice Smith. We paid $119.56 for the service.

I look forward to hearing back from...

I brought some wheels in to get fitted with new tires. When I picked them up I found some lovely scratches on my rims. I expressed my frustration to staff and I brought up the scratches they dismissed it as if that’s just what happens. I got the feeling they were annoyed I brought it up. The staff member then began to point out road grime on the rims stating they weren’t in good condition anyway. They are dirty yes cause they were on my car prior to dropping them off. But they were not damaged prior to taking them in. They were not returned to me in the same condition I dropped them off in. They didn’t even clean the old adhesive off. Very poor job, I’d be ashamed if that was my work.

I’m no mechanic. But I’m pretty sure you can get stick on wheel weights off without damaging the rims. They offered to touch up the paint but I don’t think that is enough. I don’t want their techs anywhere near my stuff. Can’t imagine the quality of the paint job would be satisfactory.

I left very annoyed and will not be returning. Please think twice before taking your vehicle to them. 10/10...

Probably the worst service experience. All of a sudden my car would not go into reverse. I called ahead of time to make sure they could look at my car, They was promised "yes we will sometime mid afternoon, just drop it off". Since it obviously wasn't very drivable, needed to know if it will need to go to the dealer back in North Van or if it was simple enough for them to fix. 4 hours went by, no word from them, so I called only to be told that they haven't looked at it yet, but will look at it soon for sure. Called again at 5:45pm ( they close at 6pm), only to be told they were too busy and didn't get "around to it". This was said in a very nonchalant way, and no apologies. I express by disappointment since she had promised that they had time. If they were too busy, thats ok, but I might have tried someone else. To this she replied, "well I will put your key in your car and u can come and get it." Wow....thats a great way to deal with a customer, not to mention a 20 year local. Never again will I go there or...