I've been a big fan of Troy for many years. He worked with me on the Jeep side, and when he moved to GMC, I bought a new GMC Yukon Denali. This was a little over a year ago, but within just a month of buying it I scheduled service, b/c the ride was very rough. The service department rebalanced the tires, but this did not help at all. I explained this and when I came back for service the next time, they rotated and balanced the tires again, and if anything the rough ride only got worse. Since I live about an hour from the dealership, I didn't go back right away, but when I returned the next time another service advisor (my advisor, Troy Ruthruff was out of town) decided to balance them again, and claimed that a couple of tires were out of balance. To my frustration, it was immediately obvious that this did not help at all, and the ride continued to be rough. I called to complain again, so I was inconveniently scheduled for another appointment.
Now that nearly a year had passed since my initial complaint about the tires riding rough, they finally decided to do a "road force test". Lo & behold all four tires were found to have extremely high numbers for which the service center provides computer generated diagnostic reports showing that the issue with the tires could not be corrected, but should all be replaced.
I had paid for an additional wheel and tire warranty from GM at the time of purchase, but this issue was, conveniently for GM, not covered by any of the warranties. To my surprise and extreme disappointment GMC was only willing to prorate a new set of tires based on the current mileage. Despite having record in the system of my complaining over and over again about these tires since having only a few miles on them, the best they would do was knock a couple hundred dollars off the price of new tires, AND they had to be the exact same tires (stock Bridgestone) as those which were clearly flawed from the very beginning.
So after I buy a new vehicle which stickers for over $73,000, make numerous extremely inconvenient trips to the dealership, spending my fuel, time, and wearing my patience thin, to complain about an issue that was there from the beginning, I am expected to spend another $1300 on another set of the same poorly performing tires.
It was explained that since the road force test was not performed until this point that was the best they could do. Even with the service department appealing to the senior supervisors at GM's Headquarters, they refused to help me at all beyond the slight discount on a new set.
If I had not been consistently complaining since right after purchase of the vehicle about this issue, I might be more understanding of this decision. However, as the customer, it was absolutely not my decision to delay the road force test -- I had certainly done my part!
Apparently, if the decision had been made to do the road force test upon my initial complaint the result would've been drastically different, but since I had to go back to the dealership over and again for the service techs to merely rebalance the tires and send me on my way without improving the ride one bit, somehow this is my fault.
Again, I am told that the service advisor (Troy Ruthruff) and the manager of the service department called GM executives to explain this back story, yet they are willing to do nothing more for their dedicated customer who has been inconvenienced and vocally disappointed about the same exact issue for over a year now. This is absolutely not the way I expect to be treated after buying a new vehicle fully under warranty, and even after buying additional warranties to cover wheels and tires! How can any person familiar with my situation not see that this is absolutely unfair to me as the customer?
I am told that my only recourse is to send this letter of complaint and to provide poor ratings on the survey. There are a number of people that I feel dropped the ball on this situation, but it was certainly not me. Why did the service techs not drive my vehicle after rebalancing the tires on the 2nd, 3rd, or 4th complaint, especially considering that I have to make a two hour round trip just to get back over to the dealership. Why would the service manager at the dealership not have appealed to GM sooner, and why was the road force test not performed on any of my repeat visits for the same exact problem.
I am not left with a good taste in my mouth for GM or GMC after spending an excessive amount of money and yet not being taken care of once they deposit my check. If the scam is to get more money out of me, it certainly has failed. I absolutely refuse to buy new tires from GMC so they can make more profit off of me, when they refuse to recognize what I have been put through over the past year, and could have easily just made it right at any point during my repeated visits. And I have only gone to Ferman GMC on 54 for service on all of our vehicles for the past ten years or so. What more could I have done exactly?
Thanks to Troy for being my advocate, but I could not be more disappointed with the way GMC has treated me in this situation!