damage done to my 2014 vehicle while in for 1st service and dealer wont accept responsibility
I went in for my 1st oil change, upon driving in the service bay I was greeted they checked in my 2014 jeep wrangler, I had no dash warning lights on at this point, they took my vehicle back for a oil change, and 45 minutes later, it was brought around to me, I sat inside and noticed a low tire light flashing.
I advised the service person he stated oh I forgot to check the tire pressure, so the vehicle went back to the service center he returned and said its ok your ready I sat inside again the light was still on he said it will reset and go off, so being a woman I said ok he knows better then I, so the gauge said 31 lbs of air in that tire at that actual time, I drove away pulled out of the dealers lot and made a u turn to head home and got to the light and now the gauge in the dash said 17 lbs so at the stop light in the turn lane I made another u turn and headed right back to the dealer and said to them this tire is getting low really quick, the dealer said let me check it again. he came back and said you have a piece of metal in your tire (ok why not tell me this before) I said fix it wasn't that way before he claimed that I must have picked it up before I came in (ok the tire is not repairable) I told him if I picked it up before and drove here approx. 20 minutes the tire would have been low or flat when I came in since it just lost 14 lbs air in the last 10 minutes !.
4i asked for a manager they stated he went home ok a general manager they said he was fired thrusday, so there was no one there that could help me he said not till Tuesday.
so the last 2 days I been getting the run around to get another tire everyone insists its my fault, all I asked is use common sense when i left it had 31 lbs air and a low tires light flashing on, and was told it was ok, so it lost 14 lbs air per my dash gauge in 10 minutes (each tires shows a pressure monitor on my dash) don't you think if I picked up the metal before I came in and when I did come in no dash lights were on (the dealer got my miles off the dash )! what they did for the 45 minutes to change my oil I don't know. most places change your oil in 20 minutes maybe even 30. but again if i came in with the metal piece in the tire already as the dealer claims and it was back there 45 minutes the tire should have been FLAT already, not having 31 lbs air in it when I got it back, and since it lost allot air really fast 14 lbs in 10 minutes after just drove out made a u turn and stopped at the light and then returned having just 17lbs in it when i returned it tells me it happened there that MAKES SENSE
a new tire
We are in receipt of Mrs. *******'s BBB complaint (Case# XXXXXXXX). Our goal is complete customer satisfaction for all of our customers, and we appreciate the opportunity to address Mrs. *******'s concerns.
On August 29, 2014, the customer arrived at the dealership stating she wanted an oil change and that her right rear tire pressure sensor was reading low air pressure. The customer's vehicle was dispatched to the lube department at which time our technician found that the right rear tire had 26 psi of air pressure. He inflated the tire to the proper air pressure specification. The oil change was performed and the vehicle was parked for customer pick up. Upon picking up her vehicle in the service drive, the customer stated her tire pressure light was still on. She was advised that the vehicle will need to be driven a few miles for the tire pressure sensor to reset and the light to go off.
Shortly after leaving the dealership, the customer returned and stated her right rear tire sensor was showing low pressure again. Her vehicle was returned to the lube rack, at which time the technician checked the right rear tire again, found it low again, and performed a more thorough inspection. This time the thin piece of metal was found in the tire. The customer was advised that the tire could not be repaired due to the size of the object imbedded in the tire, and was given an estimate to replace the tire. She stated she had purchased a road hazard policy to cover tires when she bought the vehicle; however, no policy was found in our system. We mounted her spare tire to the vehicle for her. She insisted the foreign object was picked up in our parking lot or during a test drive by the lube technicians on a "joy ride out back". The repair order, signed by the customer, states both the vehicle's mileage in and mileage out to be 5,566 miles, which supports the fact that we only drove the vehicle to the lube rack and back to the customer pickup area.
On September 1, 2014, the customer contacted *** ******** shop foreman, about the above mentioned issues. She insisted she had a road hazard warranty and that she wanted resolution for her tire. We researched the contract purchased and was advised by the contract company that her contract covered roadside assistance, but did not cover road hazard or tire replacement. Due to the fact that the tire had a low pressure issue when it was originally brought to us, we feel certain that the sliver of metal was in the tire prior to arriving to Hill-Kelly. We do understand the customer's concerns, but feel the cost of the tire in this case is the customer's responsibility.
(The consumer indicated he/she DID NOT accept the response from the business.)
Here is what happened. I came in for the first oil change on my new 2014 Jeep Wrangler, appointment scheduled for 3:00 pm on 08/29/2014. I received three oil changes when I bought the Jeep. When I arrived, I talked to ******* ******* service representative, advising him that I was there for my first oil change in my brand new Jeep. He took my information and directed me to the waiting area. (AT NO TIME DID I EVER MENTION A LOW TIRE OR THAT MY INDICATORS WERE ON BECAUSE PRIOR TO MY ARRIVING AT THEIR SHOP, NO INDICATORS WERE LIT.)
I sat in the waiting area for approximately 30 min. After 30 mins, I went to the bathroom and then went outside to have a cigarette. My Jeep was sitting on the side of the building. I waited for someone to come to me at the doors, outside of the building. I finally went up to a service rep who was sitting in the back on the computer and asked if my vehicle was ready. A few moments later, ******* and another service rep arrived, stating that they had been looking for me. We then went in to review the service paperwork. From the time of my arrival, the servicing took about 45 min.
When I got into my Jeep and started the engine that was when I noticed that my tire light on and that my tire was showing 31 pounds. I have two indicators for the tires. When I asked ******* about it, he was unable to answer why they were on and asked another service rep to come to the Jeep and assist. The service rep brought my Jeep back to the service area, and as I watched, the one service rep talked to the service rep who worked on my Jeep and waived him off, at which time the service rep brought my Jeep back to me. He told him to tell me that it was okay and the sensor would reset after I drove a few miles. Never, at any time, did he look at my Jeep or my tire; he only waived it off (as I watched from the first area which did upset me). I advised ******* that the lights were NOT on when I arrived and asked why they were on now? Again, I was told that everything was okay and that the light would reset after a few miles
I left the dealership and started to go home, but noticed that the more I drove, the faster the tire indicator showed that I was losing pressure fast. I called the service desk and advised them that I was bringing my Jeep back since I was now down to 26 pounds of air. When I arrived, I was told to drive the Jeep back to the service area where they looked at my tire and told me to drive forward very slowly. That is when he found the metal in my tire.
As we were standing there talking, I asked them what happened and informed them that I did not have this problem when I arrived at their shop, and yes, I repeated it several times. I was told by the service rep that when he changed by oil he forgot to check the tires and had to drive back to the back service area to check them. I asked how a piece of metal got into my tire when everything was fine when I arrived. They told me I must have picked it up before I arrived. I stated, if that was true, then why were my tire indicators not on before they took it back to change the oil and when they brought it to the front for delivery. If I had the metal in my tires when I arrived then they would have noticed it then. The air was leaking so fast after I received my Jeep back, that I could only drive a few miles (approximately 1 to 3 miles) before having to turn back to the dealership.
I asked for a manager, but was advised that NO MANAGERS were there. (Probably left early or off due to the holiday weekend.) I was asked if I had road hazard insurance (which I thought I had, so did my husband, but we did only have road-side service, but now we do have hazard insurance). At no time did they give me an estimate for a replacement tire. They said that they would look into my insurance and I would get a call Monday from the manager, since I was complaining and they would have an answer about the insurance.
I could not believe, and told them, that they let me leave the first time when I repeatedly asked them about the low tire indicator and the tire pressure indicating 31 pounds. (Normal tire pressure is 32 pounds.) After a long discussion I was able to convince them to please change my tire by putting on the spare. I also talked to another service rep that was inside and voiced my objections to how I was treated and all he would say was that I would have to wait until Monday to talk to a manager and that they would then look into the insurance.
Then, when I go back into my Jeep again, after they changed my tire, my Jeep still showed that there was a low tire indicating the tire pressure at 19 pounds. Since I was afraid to leave, again mentioning that the indicators were still lit, they advised that it would take a few miles for the lights to reset. (This did not reset until Saturday)
Again, I asked how they let me leave the first time with this same situation, but they assured me that it was okay. On Monday, 9/1/14, I did receive two calls, one from **** about the tire and another from Manager *** ******* about my complaint. After several conversations with *** about my complaint, he advised me that I had picked up the piece of metal before arriving to their shop and that he was going to talk to the service rep about not indicating that there was an issue with my tire before I left. Again, I asked him how I could have had the metal in my tire before I arrived when the tire was leaking so fast after I received my Jeep back from the service area. He kept repeating that I picked it up prior and that the service area was not the problem. I got so upset. It was as if they were calling me a liar, s if it was a made up story. I told him that I thought I was dealing with a reputable dealership that had good business practices. It was at that point that he asked if I would like an estimate on a replacement tire. I was so upset at that time, since I was not getting any answers as to how I could have had a flat tire prior to arriving when it was leaking so fast and being blamed for the situation, again, as if I had made up a story. I have the service reports from that day and they DO NOT indicate anything wrong with my tires. A few days later I received another (changed) service report in the mail, which was mailed by them on 9/3/14. While reading the response it amazes me how things are written that I NEVER stated.