Service Nightmare

PaulieK · January 2, 2006

Man what a day! So here is my rant, I bring in my 205 Silverado CC w/ QS in to my dealer (Dan Perkins Chevrolet,Milford,CT) for a 25,000 mile service. I made the appointment 3 weeks ago and when I get there this morning at 7:30 am I get told I dont have an appointment and they only have 1 mechanic on duty. So I settle for at least having the oil changed. I give them the keys and go to the waiting room. I remember that my wallet and cigarettes are in the truck so I go to the counter and ask for my key that I just gave them 3 minutes before. The guy cant locate the keys! So luckily I have my cell phone because I dont have any cash to even use the pay phone. So I call on-star and they unlock the truck! 1st problem solved. So out comes some derilict shop monkey with MY keys to take the truck in 3 minutes later. So the shop monkey gets in the truck, well while pulling it in the bay the idiot slices the rear tire getting it on the lift! So now they have to replace the tire. Well I get told they have to order the tire and to come back later. I was like 'You gotta be s**ttin me" So I like a jackass go home 30 miles and realize on the way home the creep left all my jack stuff out on the leather seats! So a nice little scrape is now in the leather. I think I can get it out as it does not appear to have cut the leather. Get home, take a leak and the phone rings, guess what my tire is in, jump in the truck and drive back 30 miles. Well they replace the tire "with the exact replacement" which as it turns out is NOT the exact replacement. Same make, Not the same model number. Turns out Bridgestone does not make the Duravis M773 II any longer and they replace it with the Duravis M773 SWP II. Which has these F*#@%*ed up ribs that go around the tire and a different tread. So now the truck has 3 matching tires with 25 thousand miles and 1 odd ball tire. I complained that they should of at least replaced both rear tires so they at least match and was told they are only obligated to replace the tire they screwed up! This is total Bulls**t!. So tomorrow I am calling the service manager and if I have to I will call the friggin owner. I want another tire so at least the rears match. If your in Connecticut avoid this place for service.

ericag02 · January 2, 2006

Dude, that sucks... I'm sorry to hear that.

Hopefully something will come out of it. I've learned if you stay on dealerships long enough, they'll own up to their mistakes (if it is worth it to you).

Good Luck!

asepgrad98 · January 2, 2006

is the spare the same as the other 3? put the oddball as the spare...

PaulieK · January 3, 2006

is the spare the same as the other 3? put the oddball as the spare...

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No the spare is a full size regular tire that would look at home on a passenger car No where near the tires already on the truck. Priced a new tire incase they give me big balls over it and they list for 239.00 bucks each. The ones on the truck are Bridgestone LT 245/R16 Duaravis M773 II's The one they replaced is a M773 SWP II. Tire is totally different.

lrymal · January 3, 2006

What is so disgusting is that this is probably typical of most dealer service shops. It is a deadringer for mine.

We could easily start a thread of Dreaded Dealer Stories, but I think I'll bow out of that.

pm26 · January 3, 2006

It's not just GM dealers. Back in 1999 I had a brand new Mazda 626 checked for alignment issue because the car was drifting slightly to the right. The car had only about 400 miles on it so I took it to the local Mazda dealer. These are unibody cars and the lift points are along the sheet metal creases under the doors. The lifts they have have no rubber pads on the lift arms, only serrated metal brackets. So this jackass lifts the car, and not only scrapes the paint off at the contact points, but also bends in the crease where the lift pads made contact. He removes all four tires, checks the balance, then hammers an uncoated lead weight only one polished aluminum clearcoated wheel, nicking the clearcoat. He reinstalls the wheels, lowers the car and drives off. He forgot to tighten the lug nuts on one wheel and the wheel nearly falls off!

Then he checks the alignment. The toe-in number are not opposite and equal as they should be and he refuses to correct the alignment despite my request. 5k miles later, the right tire is badly worn on outside edge.

And to rub it all in, when I complain to the service manager, he looks at me and asks me if I am perfect.

I took the car to another Mazda dealer. He replaced the subject tire free of charge (same exact tire), corrected the alignment, and found that the axle CV joints were causing vibration so he replaced them too. And a right front hub too.

So I learned that if I get lousy service from one dealer, I will avoid that dealer and try my luck elsewhere.

Mighty HD · January 3, 2006

thats why I never go to the dealer unless its for free warranty work.

someone is bound to f*ck up something. I do everything myself.

PaulieK · January 3, 2006

*UPDATE* Well I called my buddy over at another Dan Perkins dealership who is a service manager. He recomended I call Dan Perkins directly and let him know about what happened. Well I left a detailed voice mail about what had transpired and he called me back 10 minutes later. He said my voice mail had "sickened" him and he will have the service manager call me to set up an appointment to replace ALL 4 TIRES! He also stated that their incompetance is not my fault and that the truck came in with 4 matching tires and it should leave with 4 matching tires. He also stated that he will obviously have to put some "focus" on his service department. He again apologised and told me that they will pick up the truck and deliver the truck back if it is more conveiniant for me. Now THAT is what I call service!. So I will update you guys as to the final outcome.

03GMCSS2 · January 3, 2006

*UPDATE* Well I called my buddy over at another Dan Perkins dealership who is a service manager. He recomended I call Dan Perkins directly and let him know about what happened. Well I left a detailed voice mail about what had transpired and he called me back 10 minutes later. He said my voice mail had "sickened" him and he will have the service manager call me to set up an appointment to replace ALL 4 TIRES! He also stated that their incompetance is not my fault and that the truck came in with 4 matching tires and it should leave with 4 matching tires. He also stated that he will obviously have to put some "focus" on his service department. He again apologised and told me that they will pick up the truck and deliver the truck back if it is more conveiniant for me. Now THAT is what I call service!. So I will update you guys as to the final outcome.

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That is great man, I am sure a big load has been lifted off your shoulders.

TonyMazz · January 3, 2006

What is so disgusting is that this is probably typical of most dealer service shops. It is a deadringer for mine.

We could easily start a thread of Dreaded Dealer Stories, but I think I'll bow out of that.

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Not my dealer....Randy Iten Chev in Hudson WI is THE best service on the planet....been going there for 10 years and would not go anywhere else....

Recently I discovered an oil spot on my garage floor...turns out that a little oil spilled on the cross member and dripped on my garage floor. Told them, and they offered to steam my garage floor AND a free oil change/libe, AND a can of degreaser AND cleaned my entire undercarriage off.

Not all dealers are the same....these guys are the best .....

ma96782 · January 3, 2006

Your dealership owner responded to your rant.........thats good. I'm glad that you got the outcome you were seeking.......though, I doubt that ALL DEALERS are like that........good or bad.

IF the court had settled the case...........I would imagine that the replace one damaged tire, w/ a new one would be the court's response. Yes, I too, would love to have four new tires.............though, in the real world (court) I doubt it would happen. Just my thought.

And, I'm NOT A LAWYER.

Aloha, Mark

seadoons · January 4, 2006

Your dealership owner responded to your rant.........thats good. I'm glad that you got the outcome you were seeking.......though, I doubt that ALL DEALERS are like that........good or bad.

IF the court had settled the case...........I would imagine that the replace one damaged tire, w/ a new one would be the court's response. Yes, I too, would love to have four new tires.............though, in the real world (court) I doubt it would happen. Just my thought.

And, I'm NOT A LAWYER.

Aloha, Mark

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The man was not looking for four new tires - this is someone that obviously maintains the truck very well if he has it at the dealership for a 25K service. He is probably just like me - I LIKE MY TIRES TO MATCH. It actually lowers the value of the vehicle when they do not match. He settled for them to replace the tire - BUT IT WAS A DIFFERENT MODEL FROM THE OTHER THREE!! It looked different - nevermind the fact that the mileage is all screwed up now - I rotate and balance mine every 5K - it would piss me off if one did not match. They should at least replace two (with the same model tire as the other two - but at least the tread life will match on two of them!)

The owner replacing all four is just going above and beyond - he did not have to do it but will probably win the man's business back in the future when it comes time to buy another vehicle. It is the least they could do for wasting his time and messing up his interior.

Rant off!

jhm · January 4, 2006

In my opinion the dealer did exactly what he was supposed to do. The truck came in with matching tires and if they ruined one, all must be replaced. That is the price of doing business. Like someone else said, non matching tires lowers resale value and could be a safety issue as well, rollovers, etc.

gave20 · January 4, 2006

It actually lowers the value of the vehicle when they do not match.
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jhm Posted Today, 12:03 PM
In my opinion the dealer did exactly what he was supposed to do. The truck came in with matching tires and if they ruined one, all must be replaced. That is the price of doing business. Like someone else said, non matching tires lowers resale value and could be a safety issue as well, rollovers, etc.

How much value is lost when all four tires do not match? I missed that in NADA's listings.

I'm also confused by the problem besides being a cosmectic difference, what evidence do you have to say 1 tire with a different tread pattern will cause a rollover or other saftey issue. I thought underinflated tires and top heavy vehicles caused rollovers. How may 2wd vehicles run 2 winter tires with a different tread pattern. Are these vehicles unsafe, should tires only be sold in sets of 4?

asepgrad98 · January 4, 2006

I'm also confused by the problem besides being a cosmectic difference

if one tire is newer or a differernt model than the other side the # of rev/mile will be different which could damage the rear differential or cause a pull