Renew-It Greenstone - Extremely Poor Management & Communication

<div>I rarely leave negative reviews, but my recent experience with Renew-It Greenstone has been deeply disappointing — specifically due to the conduct and management style of the Service Manager. From the outset, communication was inconsistent and unreliable. Although their own policy states that clients should receive updates every 3–4 days, this was not adhered to. I had to repeatedly follow up for progress updates on my vehicle, and in several instances, my requests to speak to a manager were ignored or delayed. When ***** eventually engaged, the interaction lacked professionalism and accountability. There was no proactive communication, no ownership of the situation, and no genuine effort to manage the client experience. Instead of demonstrating leadership, she appeared dismissive and unhelpful. Requests for clarity around timelines and progress were met with defensiveness rather than solutions. What was most concerning was the refusal to personally call when escalations were requested. For a Service Manager, this demonstrates a clear gap in customer management and leadership capability. Effective management requires transparency, empathy, and accountability — none of which were consistently displayed. Additionally, there were conflicting updates regarding the repair stages (painting, assembly, polishing), which created unnecessary frustration and uncertainity. As a paying client, I expect factual, accurate, and timely communication — not shifting timelines and reactive responses only after escalation to head office. After weeks of inconsistent communication, conflicting updates, and repeated escalations, I eventually received an email from ***** advising that the vehicle was ready for collection. The tone of the email was already unprofessional and dismissive, but I proceeded to collect the car in good faith. When I arrived, the vehicle was not ready!!! The car had visible scratch marks across multiple panels, it had not been properly polished, and certain parts were still missing. It was clearly not in a condition that should have passed any reasonable quality inspection. When I raised this with *****, her response was that she “has quality control for that” and that it is “not her job.” For a Service Manager to distance herself from the final condition of a vehicle before delivery is completely unacceptable. Accountability does not stop at delegation. If you sign off on communication stating a vehicle is ready, then the responsibility sits with you. ***** would greatly benefit from formal training in: • Client communication • Escalation handling • Leadership and team management • Professional customer engagement Unfortunately, based on my experience, I cannot recommend Renew-It Greenstone if consistent communication and professional management are important to you. I sincerely hope senior leadership reviews this feedback seriously and takes corrective action</div>