Initial Business Response /* (1000, 5, 2016/01/04) */
On January 31, 2015 we sold a vehicle to Chantel C[redacted]. She purchased a Preowned 2013 GMC Acadia that had 22,168 miles on it. Prior to Ms. C[redacted]'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[redacted] contacted our service director, Dave C[redacted], to explain that she was having a problem with her tires. Ms. C[redacted] felt that the vehicles were dry rotted. Ms. C[redacted] sent pictures of the tires to Mr. C[redacted].
Mr C[redacted] 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[redacted] 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[redacted] 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[redacted] 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[redacted] are part of the normal expense of vehicle ownership. Prior to her November phone call and email, Ms. C[redacted] 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.
Initial Business Response /* (1000, 5, 2016/01/04) */
On January 31, 2015 we sold a vehicle to Chantel C[redacted]. She purchased a Preowned 2013 GMC Acadia that had 22,168 miles on it. Prior to Ms. C[redacted]'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[redacted] contacted our service director, Dave C[redacted], to explain that she was having a problem with her tires. Ms. C[redacted] felt that the vehicles were dry rotted. Ms. C[redacted] sent pictures of the tires to Mr. C[redacted].
Mr C[redacted] 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[redacted] 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[redacted] 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[redacted] 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[redacted] are part of the normal expense of vehicle ownership. Prior to her November phone call and email, Ms. C[redacted] 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.