I purchased the QX50 from you guys on Saturday March 30th, and my father picked it up from the dealership on Monday. I have a serious issue with the tires; if you recall my only concern when purchasing the car was the state of the tires. I had made it clear that I want new tires on the vehicle when I pick it up and you mentioned that if it passes safety that the car does not require new tires. These tires are completely bold on the inside of both the left and right front tires, this makes me question the competence of the mechanic that has conducted the safety of the vehicle. As you can clearly see in the picture this is a big safety hazard and I believe that the Ministry will agree with me on this. I did not purchase this vehicle from Kijiji or from someone off the street, where I would be sceptical about the condition of the vehicle; I purchased this from a reputable dealership because of the good reviews it received and believing that the dealership will do its due diligence in ensuring that the vehicles that leave the lot meet the satisfaction and safety that your customers deserve. At this time I’m getting buyer’s remorse and questioning my decision on purchasing the vehicle from your dealership. I am writing to you to express my frustrations and to show you the condition of these tires that you have deemed “safe”.
I spoke to the service manager, Wayne, earlier on to follow up and see if the picture of the tires were received by Pat and the mechanic that conducted the safety of the vehicle. The response that I received after expressing my concern was a series of laughs followed by “well, our mechanic passed them”. The level of rudeness and unprofessionalism displayed by this “Manager” is unacceptable considering your line of work is in Customer service. This individual continued to say that the only part that matters with regards to baldness of the tire, is where the tire touches the road. Tires get bald from being on the road, therefor the bald part of the tire has clearly been in contact with the road or else it would not be bald. This seems pretty basic to me and the fact that the service manager failed to see that does not surprise me, as it seems like the service department as a whole lacks basic competence. First with passing safety on those tires, that my mechanic failed as soon as he saw them, and second with that response. Lastly, once I informed the “manager” that my mechanic failed these tires as soon as he saw them, his response was that if I have a problem to contact the ministry of transportation.
This lack of customer concern and customer service displayed by your dealership is appalling. Laughing in your customers face when they are sharing concerns with you is very unprofessional considering your business runs on the feedback of the customer.