I experienced a serious safety failure and an extremely - brurey
I experienced a serious safety failure and an extremely concerning customer service experience involving Dick Dyer Mercedes-Benz.Over the past several years, I have leased two Mercedes-Benz convertibles and have entrusted this dealership with multiple tire replacement services on these vehicles. During none of those service visits was a wheel alignment performed, recommended, or offered as a service option. As a result, the rear tires experienced severe and uneven wear, ultimately leading to a catastrophic tire blowout at less than 45 mph. Also of note: This vehicle has 20,450 miles on it. Fortunately, this incident did not result in injury. However, had the tire failed while traveling at highway speeds, the consequences could have been far more serious. This raises significant concerns regarding the service practices followed by this dealership and whether appropriate recommendations were made to protect customer safety.Service Advisor Boyce Rampey informed us that wheel alignments are only performed when specifically requested by the customer. As a consumer, I reasonably expected that alignment would either be included as part of the tire replacement process or, at minimum, recommended when necessary to prevent premature tire wear. According to Mr. Rampey, after reviewing our service history, he was aware that no alignment had ever been performed.While my wife and I were sitting in the dealership waiting area, Mr. Rampey chose not to speak with us directly. Instead, he left a voicemail on my wife's phone outlining the cost of replacement tires and stating that we "could skip the alignment." We have retained this voicemail. Given that excessive tire wear was identified as the primary cause of the tire failure, recommending that we skip the very service intended to address that condition is difficult to understand and deeply concerning.When I raised these concerns with management, the tire protection provider correctly denied the claim, citing vehicle maintenance issues rather than a tire defect. Unfortunately, my interactions with Operations Manager John Madison significantly escalated my concerns. When I requested that this matter be elevated to the General Manager for review, Mr. Madison refused to forward my request. He advised me that Mr. Dyer "doesn't care" and would not be interested in discussing the matter. Additionally, Mr. Madison referenced a prior customer survey we submitted and expressed frustration that our feedback had cost the dealership time, money, and additional employee training.Following this discussion, Mr. Madison asked me to leave the dealership, which I did immediately. Subsequently, my wife was informed that he would not tolerate being "yelled at" by her. I was not present for the remainder of that conversation and will therefore limit my comments to what I personally witnessed. However, the interaction left us with serious concerns regarding the professionalism and treatment of customers at Dyer's Dealreship.Compounding these concerns, we had previously placed a $1,000 deposit on a special-order vehicle. We have since been informed by salesperson Eric Butler that the order has been canceled, that Dick Dyer Mercedes-Benz will no longer sell us a vehicle, and that we are no longer welcome at the dealership.
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