I purchased a 2005 Cadillac STS recently from this dealer. A tire blew out and I discovered that the tires had been rotated improperly (the car should have different size on the front and rear tires. The tires were crossed with one size tire on the left front and the rear tire on the right front of the car.
When I called to question whether they had rotated the tires while the car was in their dealership (before they sold it to me) the service tech who answered the phone looked it up and stated that "yes the tires were rotated during routine service"
When I then explained to him that the tire on this car should 'NEVER' be rotated as they were a different size from front to back he transferred me to the service manager "Randy" who proceeded to tell me that "He does not see that the tires had been rotated"
I told him that his service tech told me otherwise 30 seconds ago and that I was being given the runaround due to a mistake on the service departments part. I was given then to a sales manager "Sammy" who I repeated the story to and then told him that I would like the tire replaced and the others put back correctly. He told me to go ahead and bring the car in.
When I arrived at the dealership I was given a different manager "Joe Crane" who is the "owner" of the dealership. The service manager told me that the tire damager was not a result of their improper placement of the tires and I asked him why he lied to me after his service tech told me that the tires had been rotated by the dealer.
I asked him point blank did you rotate the tires on this car. He stated that he could not say yes or no because in routine brake service all four tires are typically off of the car and tires tend to get rotated during that time but he could not say for sure.
Three different stories now - Yes from the service tech - No from the service manager AFTER finding out there was a problem and now "I don't know" when I called him out on the lies. After consulting with the service manager, the "Owner" Joe questioned twice (obviously not understanding) how a blowout could occur on the inside of the tire? He then changed his mind and confidently stated that this was the result of an "impact" not the improper placement of the tires. J
Ust a minute before he was unsure of how this could of happened and now he knows. When I questioned his change of mind he then stated "I don't know, we don't sell this kind of car - so for all I know it could have come in to us this way. Another story now to cover up their mistake and his lack of knowledge.
He said it was my problem and they would not replace the tire. I asked to speak to the manager that told me to come in (Sammy) and was told he was not available. I again questioned the honesty of this statement and was told that "It does not matter where he is he would have to come to me (Joe) first no matter what.
I asked him if that happened before he told me to bring the car in (I live an hour away and he said no,) He then told me to take my car and leave. They were not going to replace the tire or correctly move the other tires to the right places.
Bottom line: Dealer error in servicing a $30000 car
Service department lies - Tech says "Yes" service manger says "No" only after finding out there was a problem.
One manager says bring the car in.
The other manager says that manager one had no authority to tell me anything and that nothing would be done to correct my situation and that the lies from the service department did not matter in this circumstance.
I want the dealer to pay for the replacement of the blown tire. I do not trust them to due the work and fully believe that leaving my care there might result in additional damage being done to the car due to the confrontational nature of this complaint. The tire was a Michelin Pilot Sport AD size 235 50ZR 17 cost $230.00.
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