DePetro Hilliard Group, Inc.

March 27, 2017In regards to complaint ID: ***The customer had his vehicle at our dealership for an oil changePart of that service involves checking and adjusting tire pressuresUnderstand that the vehicle in question is over years old and has over 152,miles on itThe tire valve
stems on this particular model are made out of aluminum instead of rubber like on most vehiclesOver time the aluminum corrodes internally and the stems can break off when attempting to set tire pressuresUnfortunately they corrode on the inside and it is not visible to the technician to give advance warningWhen this occurred we explained the issue and showed the part to the customerWe offered to install a rubber stem at no charge to the customer so he could operate the vehicle, we also gave him a cost estimate to install a new aluminum valve stem which he opted to doIn an effort to resolve the complaint would be willing to reimburse the customer 50% of the cost he incurred as again don't feel responsible for a part failing on a car of this age and mileage however we are in a business where customer satisfaction is importantPlease let me know how to proceedThank you,Sincerely,Michael LService Manager

March 27, 2017In regards to complaint ID: [redacted]. The customer had his vehicle at our dealership for an oil change. Part of that service involves checking and adjusting tire pressures. Understand that the vehicle in question is over 12 years old and has over 152,000 miles on it. The tire valve...

stems on this particular model are made out of aluminum instead of rubber like on most vehicles. Over time the aluminum corrodes internally and the stems can break off when attempting to set tire pressures. Unfortunately they corrode on the inside and it is not visible to the technician to give advance warning. When this occurred we explained the issue and showed the part to the customer. We offered to install a normal rubber stem at no charge to the customer so he could operate the vehicle, we also gave him a cost estimate to install a new aluminum valve stem which he opted to do. In an effort to resolve the complaint would be willing to reimburse the customer 50% of the cost he incurred as again don't feel responsible for a part failing on a car of this age and mileage however we are in a business where customer satisfaction is important. Please let me know how to proceed. Thank you,Sincerely,Michael LService Manager