Issue with Dealership: Opinions Wanted

[Tyler]

I'll preface this by saying this is kind of an embarrassing situation, but I'm hoping to get some input on how far I need to escalate this matter.

The gist:

Back at the end of September, I ran over some debris on Deerfoot and busted up my tire and rim. Immediately, I took my car into my dealer, they had a look at it, and $800 later I have me a new tire and a new wheel.

A couple weeks pass and I throw on my winter tires and forget about my all season's. That is, until this past weekend.

While putting my all season's back on, I notice something peculiar about my new rim.. it doesn't match the other three rims I have!

Instead of 6 spokes, it only has 4! They sold me and installed the wrong rim!

Dumbfounded at how both my dealership and I could miss such an obvious mistake, I take it in the very next day and point out what happened.

In turn, I'm greeted with.. "Well it's been used, and it's been a few months since we sold it to you, so there's not much we can do. You can buy a new rim from us if you want."

___


Suffice to say, I'm upset because they're the professionals, and should have spotted this immediately. I'm also upset because I paid for a replacement and was not given the proper one. Am I out of line on this one? Sure it's been some months, but I was using my winter tires all winter and had these stored in the basement.

If the dealership is still unrelenting, who can you call? The Canadian head office of your car company? The Better Business Bureau?

Any help would be appreciated.

I'm not going to state the dealership for obvious reasons right now.

[Traditional_Ale]

I think you're screwed man. If you caught it right away then thats one thing, but months passing makes me inclined to think you're screwed.

[Pinner]

Is there a rim that you need, on a car in the dealer's lot ?

[Tyler]

Originally Posted by Traditional_Ale

I think you're screwed man. If you caught it right away then thats one thing, but months passing makes me inclined to think you're screwed.

True, but shouldn't the time that passed be irrelevant though? Whether it was a week or seven months after, the rim has been used and can't be re-sold as a new part to any future customers.

I have a receipt and a sign-off by the service department that the proper part was installed - and it wasn't. The dealership goofed up and I have all the essential paperwork and proof to show them that they were in the wrong.

Crappy situation! New rims aren't cheap

[Canada 02]

is the 6 spoke rim more expensive than the 4 spoke rim? If so, did they charge you for the 6 spoke price? you might get some money back there

[Pinner]

If you can prove it was their fault by producing the part # that they ordered, I would clean that rim up real nice and pursue it up the food chain, they can get rid of that rim eventually.

[ah123]

I would be very surprised if they relent -- I believe there is an ombudsman to deal with car company/dealer complaints that you could to contact. Personally, I would chalk this one up to "live & learn"...

Good luck...

[Kjesse]

That's a pretty crappy way to treat a customer since they made the original mistake. Your only mistake is not catching it right away.

They're liable to install the proper part, because you contracted with them for the proper part. They are supposed to be competently able to identify and install the proper part. The fact that you used the wheel does not matter, because it is the wrong wheel. You missed noticing a defect which, while obvious, is easy to do. You asked for the replacement part and in your head assumed that is what they did, at least partially because they told you that is what they did. You did not have reason to carefully inspect and compare the new wheel to the other wheels. They on the other hand should have compared with part numbers. You don't have access to their catalog, and might not have known that the style of wheel comes with either 6 or 4 spokes, while they must have.

I'd want to see the exact wording of the document you signed approving the repair, although even if it says "I confirm the work and parts were proper and installed correctly", that does not end the matter. Both they and you thought it was the proper part, there was a mutual mistake.

Escalate it to the manager's level. If management does nothing, its not exactly something you sue for in small claims court, not enough money is at stake. Get them back by posting the dealership's name and story on beyond.ca. As long as you post the truth, there is no defamation. And of course, vote with your own pocketbook when it comes time for another vehicle purchase.

Edit: Also agree with Pinner's second comment, checking the part numbers might shed some light on the situation.

[Flames in 07]

Originally Posted by Tyler

True, but shouldn't the time that passed be irrelevant though? Whether it was a week or seven months after, the rim has been used and can't be re-sold as a new part to any future customers.

I have a receipt and a sign-off by the service department that the proper part was installed - and it wasn't. The dealership goofed up and I have all the essential paperwork and proof to show them that they were in the wrong.

Crappy situation! New rims aren't cheap

I'd say time passed is critically relevant, what can they do with one single, used rim.

I think its factual to say they screwed up, it's also factual to say that you did as well. Sorry, if I was a 3rd party moderator here I'd probably say you aren't entitled to a free replacement given the time passed.

Unless you can show that they promised you one thing and gave you something else I don't see that the dealership has to do anything here.

They offered you a service and for several months you accepted the offer ... just a tough one i think.

[Sliver]

If I owned the dealership I wouldn't exchange it for free, but I would offer you cost on the right rim and would install/balance the rubber at no charge.

[KielC]

Does your spare tire have the same 6 spoke rim? If so you could swap tires and use the mismatched rim on your spare.

[Tyler]

Originally Posted by KielC

Does your spare tire have the same 6 spoke rim? If so you could swap tires and use the mismatched rim on your spare.

Nope - just a little black dinky spare.

[Northendzone]

do you get your vehicle serviced at the dealership regularly? if so, gentley but firmly remind them of this as it should give you additional leverage.

i would ask to meet with the service, parts or general manager, and explain the situation and be firm in telling them how you expect them to make this right - seems to me that they made some kind of mistake, or the wrong part was ordered.

your work order should have a part number on it.

[Tyler]

Originally Posted by Northendzone

do you get your vehicle serviced at the dealership regularly?

I do. In fact, I have a $200 repair scheduled there for next week too.

I called them and will be speaking to the Service manager on Monday. Will relay what they say to me.

Thanks all.

[PIMking]

what kind of vehicle is it?

Try a junk yard with a wrecked vehicle and see if you can get a wheel cheaper.

[burn_this_city]

If its in perfect condition you should force the issue. Tell them it was in the basement all winter and you didnt notice because you didnt have them mounted on the car.

[ResAlien]

Burn the dealership to the ground.

[BlackArcher101]

If I were them I'd charge you a 20% restocking fee and sell you a new rim.

Frankly I don't understand why you didn't check something you just paid $800 for. I have never received the correct part from a dealer the first time. Usually always have to return it and make a 2nd attempt at ordering.

[Pinner]

Originally Posted by Tyler

I called them and will be speaking to the Service manager on Monday.

Hopefully the Service manager has a good working relationship with the Parts manager... These would be the wheels to be greased... IMO

The dealership is in a better position to recoup any devaluation of the rim, and the fact that the dealership made the initial mistake should make your claim reasonable, and equitable... WoW Man...

[T@T]

This is insane, both parties should be embarrassed for not noticing the different rim. but since your just the consumer I would go right to the top and phone the head office.

GM manager - can I help you?

You - one of your dealerships put the wrong rim on my car and it looks stupid as hell, it has 4 spokes instead of 6

GM manager - What! ..how the hell did that happen?

You - well I'm legally blind up close but OK to drive, when walking across the wallmart parking lot I finally noticed the mistake..but they won't fix it.

GM manager - the hell they won't!