I had my 2003 Jaguar X-Type in for service for a regular 30,000 mile maintenance check and oil change (free mfr. Service) and requested to have my tires rotated (paid service).
After a couple of hours the service manager phoned to say that his department had discovered that two of my tires had bubbles and rim damage. The service manager proceeded to tell me that he could replace the tires and rims for me at that time if I would approve the replacement. I was more than surprised in that I had just hand washed my vehicle the day before and inspected the tires and did not notice any unusual "bumps" or protrusions on the tire walls and/or any rim damage. I reiterated this to the service manager and then I asked what he thought could have caused the damage. He said most likely hitting a pothole would do it.
I must stress that this car is my prized possession and I take EXTREMELY GREAT CARE in avoiding potholes and have had the good fortune of not falling into one. I would know if I hit a pothole.
The service manager than proceeded to tell me that he could replace two of the tires for approximately $350.00; with rims the cost would be substantially more. I asked if the damaged rims and bubbles would pose a threat to driving the car (i.E. Blowout possibility). The service manager answered no, as he has seen customers with much larger bubbles drive away successfully and added that the rim damage I incurred was minor. He also noted that for 30,000 miles the tires seemed to have a lot of tread remaining seemingly indicating that the tires should have been much more worn by this time. I said the car is conscientiously maintained and that most of the miles are highway miles. (The tire manufacturer states that the tires have a treadwear warranty of 80,000 miles.)
I asked when I could pick up the car and he said he would call me when they were finished. When I finally picked up the car I asked the service manager if he would show me the bubbles. They brought the car around and the tires were marked with yellow marker indicating the areas of concern. The protrusions were very noticeable (one about the size of a quarter, the other about the size of a half-dollar), and definitely large enough for me to notice if they had been there the day prior when I washed the car.
I paid my bill for the rotation and drove home, the tires still marked, worried if I might encounter a flat tire or worse, a blowout. I certainly wasnt going to pay the dealership the extravagant price of $350.00 for two new tires, not to mention purchase and installation of two new wheel rims.
Here is the cause of my concern:
When I returned home, upon closer inspection of the tires, I noticed that on each tire wall there are strategically placed scuff marks as if the tire changer gripped the tire wall too tightly or someone struggled with it while attempting to break the bead on the tire. It appears by these marks to be user error by the dealer's service department or a faulty tire changer was used and resulted in an improper demount/mount of the tires - leading to inappropriate beading and air bubbles and rim damage to the wheels.
I am very upset as it was implied that the service department attempted to pass off their mistake on to me. I believe that because I am a woman, the Jaguar Westside Automotive Group, and ultimately its service manager, thought they would be able to get away with telling me it was the fault of my driving that caused the damage to the tires/rims. I am also angry that the service manager did not offer to clean the hideous yellow marker off of the tires prior to my driving home. This is unacceptable!
I am requesting reparation from the dealership in the amount of the cost of two new tires comparable to the tires that were damaged and two new wheel rims to compensate for the damage that an incompetent employee of Jaguar Westside Automotive Group's service department caused to my car. I will not have any further service work completed at this dealership.
I especially want all other customers of this dealership to be wary of the service performed on their cars, especially women. I will make sure everyone in my sphere of influence knows about the unscrupulous service. I have already filed reports with the following;
www.consumeraffairs.com
usacomplaints.com
And will follow with a report to Joseph Greenwell, Vice President, Chairman & CEO, Jaguar and Land Rover, and the Cleveland Better Business Bureau. My attorney has viewed the areas of concern on the tires in question and has been provided with a copy of this letter.
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