I was sold a Certified Pre-Owned 2013 GMC Acadia with 4 "dry rotted" tires, and the dealership refuses to replace the tires.
On November 24th I spoke with Dave C****(Sales Manager) in regards to the 2013 GMC Acadia that was purchased at Lambert Buick GMC in February 2015. I then told him that I attempted to purchase a tire rotation from another service dealer and I was told that all 4 tires were "choppy" and "dry rotted" and that I should contact Lambert Buick GMC to have it fixed. I also told him that I was loosing air pressure from the front 2 tires, and it was unsafe for my family to be in this vehicle, especially for highway travel. I told Dave C**** from Lambert Buick GMC that I took pictures of the tires. He then, asked me to send the pictures to him via email. At 3:08pm on November 24th I sent over the pictures of the tires via email.
On November 25th at 12:05pm Dave C**** sent me an email asking me for the tire make and size so that he can verify if the tires were indeed factory tires. Later that day at 8:38pm I emailed another picture of the tire make and size for proof. After more than a few phone calls to Dave at Lambert Buick GMC with no return call or email. On November 30th at 5:00pm Dave C**** emailed me back asking for the current mileage on my vehicle, I then sent over a picture via email of my odometer reading 39860 miles at 5:25pm. I contacted the General Manger Vickie W**** and left her a message in hopes that she could better help me with this issue. Ms. W**** did not return my phone call either. On December 1st at 5:01pm Dave C**** emailed me to and communicated that he discussed the matter with the General Manager and Goodyear needed to pro rate or replace the tires. He asked me to go to a Good year dealership and have them look at the tires. I then, went to the Goodyear dealership near my home and spoke to a sale rep regarding these tires. The Goodyear rep did an inspection of the tires and told me that these tires have less than 15% tread life on them and they were indeed "dry rotted". He also told me that I should fight with the dealership regarding the tires before I invest in purchasing new tires. He told me that they sold me a vehicle with less than 50% tread on the tires. I asked him for a quote on new tires for a price estimate.
On December 2nd I called Lambert Buick GMC's Vice President John Todd Lambert and left him a voicemail meassage and stated that I was very unhappy with the customer service experience, it was not good business practice to sell customers a vehicle with unsafe tires and that his staff was unapologentic during this time and they didn't offer a solution to correct this matter.
I should NOT have to purchase brand new tires for a vehicle that I purchased under 1 year ago because of "dry rotted" and unsafe tires. This is bad business practices, and Lambert Buick GMC should stand behind their product. I did not want to take this route, but Lambert Buick GMC left me with no choice.
I would like for Lambert Buick GMC to replace all 4 tires with new tires with a warranty. I would like to have the same brand of tire replaced on my vehicle, if not a better brand. I would like this matter to be a priority to Lambert Buick GMC as well, given the seriousness of the issue.
I do not like how this matter was handled. I feel completed disregarded as a customer. Without customers, there is no business.
On January 31, 2015 we sold a vehicle to Chantel C******. She purchased a Preowned 2013 GMC Acadia that had 22,168 miles on it. Prior to Ms. C******'s purchase of the vehicle, the previous owner had done some of their previous service on the vehicle with our service department.
When the vehicle was traded in, we did an inspection of the vehicle and found the tires to be in normal condition and performed a tire rotation and wheel alignment. While we do not "certify" our vehicles, our vehicles still go through a mechanic's inspection.
On November 24th, after taking her vehicle to another facility for repair, Ms. C****** contacted our service director, Dave C****, to explain that she was having a problem with her tires. Ms. C****** felt that the vehicles were dry rotted. Ms. C****** sent pictures of the tires to Mr. C****.
Mr C**** explained that the cracks on the tires were stress cracks - not dry rot. Stress cracks occur when the tire is near the end of its lifecycle and wear is not consistent across the tread. Mr. C**** explained that with the miles on the vehicle, that there was no warranty from GM or our dealership on the tires and that when we inspected the tires 10 months and 17,500 miles ago, the tires were in normal condition. He then went on to say that if Ms. C****** felt that there was a defect with the tires, that she should contact the tire manufacturer, Goodyear. It was stated that it is not our opinion that the tires were dry rotted, but rather it was time for Ms. C****** to purchase tires - either through us or through another vendor.
It is never our intention to have a customer not happy with the service we provided them. At this point, the cost of tires for Ms. C****** are part of the normal expense of vehicle ownership. Prior to her November phone call and email, Ms. C****** had never contacted our dealership to explain her concern or any concern with vehicle vibration or tire problems. In that time she put 17,500 miles on the vehicle and now with almost 40,000 miles on the vehicle, it is time for new tires to be purchased. We do not feel that that is an expense that our dealership is responsible for.