I was lied to about services provided on my vehicle at a routine service performed on my truck, 7/18/14.
I came into the dealership to have my oil changed and tires rotated. I was already unhappy with some warranty coverages and previous questionable sales agreements. After paying for the oil change and tire rotation, which shows completed on my statement of services, I go to my vehicle to see my tires were not even touched. I go back in and ask for the sheet detailing how my tires were rotated, one of the service technicians said they rotate front to back, I tell him they haven't been touched, and he lets me know he'll go check on that. By this time a service manager is at the front desk and the other gentleman comes back saying they didn't do it because the tread on the back is too low and would be dangerous to put on the front. I then ask, "why does my receipt show it completed, and if it was so dangerous why wasn't I told?" Both the manager and technician were cordial, saying there was a mistake and that they would go ahead and rotate them now. However, I was too upset and said I needed to leave. My concern is, why would they let a customer leave in a vehicle they considered unsafe with the tires, and even more so, why would they lie and say the service was completed? And how many past and future customers will experience the same thing with even knowing this?
I have not spoken with any attorneys, however I do work for a legal firm and would be interested in seeing what my options are. Before I do that I would like to give the dealership the chance to take care of it first. Since I was blatantly lied too, and left in what they considered dangerous conditions-I have the paperwork to prove it, I want to know what they feel would be appropriate to handle my complaint.
The customer was informed that his best tires were on the front of the vehicle and no rotation was going to be performed. There was an error made on the repair order showing that the tire rotation was completed. There was no charge for the rotation because one was not completed. The service advisor and technician apologized to Mr. ***** on the error on the paper work and explained that we would rotate them if he wanted, but the best tires were already on the front of the vehicle. He declined and left. The only error in this transaction is the notation on the repair order.
From: **** *****
Sent: Tuesday, February 17, XXXX X:XX PM
Subject: McKinney Dodge, Inc. (ID XXXXXXXX)
I filled the complaint on 8/6/14 about this company, only to never hear anything from either McKinney Dodge nor the BBB. I look today and I see it shown as satisfied which is 100% inaccurate. Their response is a lie, they told me the information about the mistake only after I called them on it. So, please explain to me how this complaint has actually been satisfied when neither McKinney Dodge or the BBB has followed up with me on this complaint?
Final Business Response
As previously stated the only error was in paperwork. Mr. ***** brought to our attention that it showed the tire rotation was completed on the paperwork, but that there was no charge attached to it. Although the verbiage was incorrect the lack of a charge indicates that nothing was performed. We responded promptly to the original complaint when filed with the BBB. When at the dealership we offered to complete the rotation even though the best tires were on the front, but Mr. ***** declined.
Final Consumer Response
(The consumer indicated he/she DID NOT accept the response from the business.)
The rotation of the tires was part of the oil change package. There would be no extra charge, so using that as a response is ridiculous and yet another lie. They also verbally told me it was done, when I asked for the paperwork showing it they told me it was just the normal rotation - front to back. Only when I let them know I could tell they had not been moved did they give me the excuse about the tread too low that it would be dangerous to rotate them as the cop out. That leads to my second complaint, if the tires were in such poor shape why wouldn't you tell me instead of letting me know that I needed new tires? When I asked that I received blank looks of confusion because there was not a lie that could cover it up. They did say that they would rotate the tires, however by this time I'd had enough. So, once again they are lying - the tire rotation is part of the oil change package, no additional fee, just goes to prove the people there are liars and cheats.