Dealer won't even check tire balance...

[jasonvibe]

Since day one my AWD has had a slight shimmy in the steering at highway speeds. Because the dealer I bought it from was 50 miles away I decided to have a local shop do a spin balance. Which made it better. BUT still there. With less than 7k on the car. The OEM wheels and tires now have all of 3k miles. While riding with the SRVC MGR. I told him it's obvious on a smooth road. He had a death grip on the wheel doing 80mph on a not so smooth road. The dealer said he did not feel a shimmy when driving it. I think it was coming up on his coffeee break time. He told me it was $10 per wheel to balance. I told him. The warranty on balance and alignment is 7500 miles. He brushed me off, sayiing somethiing about contacting the "area rep." and did not hand me a copy of the service order, he'd "mail it". After 3 weeks I got the service order...."cannot duplicate". Customer service told me to go to another dealer. I DID go to another dealer. Then after 3 hours of them joy-riding in my car.( I told them to take me so I could show them what it is doing.) They finally noticed it when I DID RIDE with the SRVC MGR. HE was about to check the balance and alignment...when the computer told them.... SRVC MGR said, "there is already a ticket for this repair, GM will not pay us". The SRVC MGR also said, "CUSTOMER SERVICE was WRONG. You just can't go to aother dealer for the same issue". I am waiting for a call back. The first dealer won't do anything without the customer paying and the second dealer...screwed around for hours without listening to me. To top it off I drove a 2006 exactly like mine...it had no shimmy. As far as "they" believe.."it ain't broke". ...yet.

[kostby]

So sorry to hear about your exasperating dealership/service experience.It's just one more real-world example why GM's problems go far, far deeper than the way any specific GM car or truck stacks up against the competition.Despite Bob Lutz's claims that GM products are competitive and getting better... many of GM dealerships are NOT competitive, and getting worse! Short-sighted salespeople, service-writers, and managers do far more damage to GM's long term reputation than the strengths or weaknesses of any invididual product.The very best car or truck in the world WILL NEVER attract repeat customers if the dealership experience doesn't match. No customer wants to have to fight the entire chain of command at their local dealer (and above) every time they take their vehicle in for what should be a minor WARRANTY service issue!!!Are you listening, GM???

[jasonvibe]

Customer serivice called me back, saying" there is no open service order" and the Area Vehicle Manager said to take it in again. BUT when the dealer was called. He said $10 per wheel to balance. Till I am told the dealer will be paid by GM> I am staying put. I know it's not a lot of $$. But where's the customer service and "following the rules". Lemon law here is...vehicle must be "out of service or 4 attempts. Which is not the case yet. I am going to tear up my GM credit card ASAP. They aren't getting another dime in the future. The only saving grace to these cars is any Toyota dealer can fix it when out of warranty. Maybe they treat their customers better?

[ZubenElGenubi]

It's time to step things up. When you say "dealer" are you speaking about a service rep? You need to escalate this past the Service Rep and Manager and walk directly in the showroom and ask to speak to the manager in charge. Have your purchase information and warranty information in hand. Explain that they are bound by the warranty to do proper alignment and balancing up to 7500 miles, and that, even if the current mileage exceeds that, you have presented this issue to them before. Don't be afraid to use a little body language and a slightly louder tone, but keep it civil. Secondly, I have never heard where a warranty issue is limited to a specific dealer. What if, God forbid, you were driving cross-country and your oil pump blew out (apologies to BlueCrush)? They wouldn't take care of your car in Podunk, USA? I don't think so.

[Mavrik]

warranty is not restricted to the selling dealership. However... you can't have multiple dealerships working on the same claim. Unless one says they are offically done and you know the situation still exists.

[ColonelPanic]

Man, I feel for you! The Vibe's a great car until you've gotta go get the darn thing worked on, isn't it? Then, your life becomes miserable...Kostby hit the nail right on the head with what he said. Bravo! *sigh* too bad GM isn't listening.jasonvibe, you know what is right and what they need to do... Keep on them.

[jasonvibe]

I was thinking of making a stink in the showroom. BUT, the service manager was clear. That since a "could not duplicate" was entered in the system by another dealer. They would not get paid. Just prior to them entering my VIN into the system they were willing to check the alignment. But then the "Could Not duplicate" came up in the system...UGH! After 3+ hours of getting jerked around. It was frustrating.Plus my blood sugar was getting low and severe depression was setting in at that point.. Next day, Customer service called me back again, Saying," there is no open work order on your car." And the "area mgr was called." Who ever that is? But the dealer will be happy to check the balance for $10/wheel." Then I told the customer service , So what has changed since the last time we spoke? And that the dealer does not have a high speed balancer anyway. Their final reply was they would pay me back for the balance. My last, question was, "if this dealer is not getting paid by GM, what if the balance is not it? They say there is no problem still, I am stuck,.. NO?" I did identify one thing. The shimmy or shake is worse with a passanger in the back. Meaning when the whole family is in the car, it is obvious. I suspect the alignment is slightly "off". Bottom line is the dealer makes their $$ by saying there is "no problem". And charging you and me to check the balance. GM's customer service line is just the middle man to let you blow off steam. Unless the "Area manager calls me directly , I have little recoursebut to spend my own $$ to have things checked. I have said this before...I hate dealers...at least around here. PS. I am sending letter to the the dealerships to give them a "warning" of civil action. There is only one more dealer I can try near me.

[JohnC]

Don,t you wish you could bill them for your wasted time and mileage. I will do just about anything else to keep from taking any vehicle back to any dealer. Why won't they let you talk to the people who will/have worked on your car? I think a lot of the problems come from the "service writers". I once went back to see what was taking so long to fix my Olds, and found that the mechanics were done working on it but were still listening to the radio...they had it up on a lift with the doors and trunk lid open and radio blasting.Did I mention I HATE dealerships?

[Mavrik]

From a service stand point... customers raising a big stink in the show room does not help your cause... infact your the one looking like the fool... not service. Just some friendly advice.Now taking this further. Many things can cause the balance to become "off" on a car and for 99.9% of the time has nothing at all to do with warranty. Those tires are between you and the road, they take the full brunt of everything you drive over. Wheel weights move, they shift, they fall off all due to the conditions you drive in and have NOTHING to do with GM or its warranty. If they have driven it and found no fault at all of the car itself thats causing the vibration but are recommending a customer pay 4 wheel balance fr $10 a tire. Thats $40 and your on your way. I get a lot of customers who when switching out their premouted winter/summer tires will have their balance checked. And you know what? Quite a few of them are off.Now I understand that since day 1 you have had this issue which can make things interesting as far as coverage and what not. Each dealership is different in how they handle things. I know if someone bought a car from us and complained from day one of a vibration when driving... well we'd look after it. But someone coming in a few months later and saying "since day one." would be more difficult.Just pay someone to get everything rebalanced and go from there. If the balance is off... make sure you get paperwork for it. And if your shimmy is still there then you just checked off balancing on the check list. I'll stick up for a dealership as I've never been done wrong by any I've been to.

[ColonelPanic]

Quote, originally posted by Mavrik »I'll stick up for a dealership as I've never been done wrong by any I've been to. You've been lucky.

[jasonvibe]

It was end of sept. when we got the car. We had it barely over a month before the snow tire/wheel set went on. Dealer won't touch the car for this issue without the OEM set on. I paid to have had all 8 wheels checked for balance. one 1/2 oz. out, one 1/4 oz, that's it. I have the receipt. I don't know who told you weights move much. BUT weights cannot move to any noticable degree. Unless they come off completely. EX. an old stick on type. Tire guys told me "a weight that moves is a lost weight. Or an off road truck with a whacked rim and it's a bent weight. A regular car...you have better luck being struck by lightning in your underwear." Now I am waiting for a call back from customer service again...I want it in writing from someone up high to inform me that a dealer can or cannot get paid by GM for a repete "could not duplicate" issue. If not, I have grounds for a "failure to honor warranty" in my state. What if one doctor could not diagnose your problem? Does the insurance company not allow you to go to another to find the cause of your problem? see what I mean...

[Mavrik]

I started out in the auto industry mounting and balancing tires and weights can move due to many different reasons.I understand how it can all be very frustrating. Being in service... over 3 years with GM and almost 1 year with Subaru... I get it all. From a customer stand point it can be very frustrating. It is for a service department who cares about your concern but has their hands tied by the corporation. We are the face of the automotive manufacture and must follow their rules. And your lucky... Subaru owners are charged for all "could not duplicate" concerns regardless of them being repeat or first time. Now this is just me... but I would take my car to another GM dealership, have them rebalance my tires and check the alignment... pay for it even if required. If the problem still existed... then we all know that further inspection is required. If the problem is gone... then the battle for coverage begins but the car is alright and no damage is done. I'd hate to make the damage worse by driving the car while waiting for results. Using your doctor example... get healed and then fight insurance... why suffer more.And personally.... 0.5 and 0.25 ounce out will not even be noticable on a set of tires. I just installed my summer tires and balanced them. I was out about that much on them yet last fall I did not have a vibration or shimmy while driving.

[ColonelPanic]

Quote, originally posted by Mavrik »And your lucky... Subaru owners are charged for all "could not duplicate" concerns regardless of them being repeat or first time. I've had Chevrolet dealers charge me for those, and a Pontiac dealer as well, that stinks! It is on the paperwork in fine print when you drop the car off that you have to sign. Sometimes you luck out, i.e. the dealer I was going to, I signed that every time but not once did I get charged for those "could not duplicate" concerns. Sweet deal! Fun while it lasted.

[Mavrik]

well before we have you sign, we write down an hour diag fee so your aware of the charges and sign stating you authorize the diag knowing you will pay up to that amount should the repair not be covered under warranty.

[ToolGuy]

Quote, originally posted by kostby »Despite Bob Lutz's claims that GM products are competitive and getting better... many of GM dealerships are NOT competitive, and getting worse! Short-sighted salespeople, service-writers, and managers do far more damage to GM's long term reputation than the strengths or weaknesses of any individual product.The very best car or truck in the world WILL NEVER attract repeat customers if the dealership experience doesn't match. No customer wants to have to fight the entire chain of command at their local dealer (and above) every time they take their vehicle in for what should be a minor WARRANTY service issue!!!Are you listening, GM???Amen to that! Been there done that, not fun!I realize dealers are independently owned but still! Yes there are good dealers bad bad dealers.

[ToolGuy]

Yep, there lies the problem...

[jake75]

$10 a wheel to "check" balance? Goodyear around the corner runs a $24 rotate/balance coupon all the time. That's $6 a wheel including the balancing.

[jasonvibe]

Because I filed a complaint with the state. I got a call from the dealer #2 today... He only slightly changed his tune. Saying it is not likely anything to do with alignment or balance.But bring it down anyway. "WELL, I'M AFRAID then something is really bad. If an alignment can't fix it." Or he's too lazy to check the most basic stuff. He says they all do what mine does. I told him, BS. The 2006 I drove identical to mine did not do it! When I take it down ,he best do more than just wiggle the tie rods or else. He already did one," dog and pony show! "Finally, He admitted lying to me about not getting paid by GM. Where's the trust? anyone with an awd in my area want to meet me at the dealer to show him what's wrong! In fact someone working there has a used one. All that goes thru my head now is an old song- lawyers, guns and money. I am too old to take this. I guess it's time to stop being nice.

[jasonvibe]

I think I FIGURED it out. I was talking to some friends. We all remember someone with the same issue. After everything was replaced on the front of his car. It ended up being the driveshaft to the rear. In his case it was a bad universal joint. Or with me it could be the driveshaft out of balance. Since this is connected to the drive wheels, it's possible. But to get someone to confirm this,... may be a chore. I saw it for myself on his car.

[Mrizzle05]

good luck!

[dkim1]

man, you got a real issue there. i feel for ya. my father has a toy sequoia and the darn thing kept going out of alignment. after the third time, i took it in myself and told them that this is a suspension problem. they kept reasuring me that it was not and the tire wear was normal and that i needed to rotate them at 5k miles. but again, i frantically said the problem with tire wear won't go away on its own and that they should check out the suspension. I told them to write what i said down in their computer, too.I figured something out from all this. dealer mechanics don't really know how to diagnose problems. they only know how to replace them once the problem is identified. let me break that down. dealer mechanics can't diagnose but can replace once the problem is identified. ironic isn't it. so, my advice to you is that you send mail to GM themselves and see if they have had similar complaints. they might find the solution to it and issue a recall notice. after 2 years of fighting with the dealerships, toyota finally came out with a recall notice for the sequoia and the lower ball joints needed to be replaced (just like i figured-a suspension problem). those idiots.gl.

[jasonvibe]

UPDATE:took it back to dealer #2 after the state told him he has to check it. Otherwise he would be violation to honor a warranty claim. WELL, he did nothing but let the air out of my tires, literally. They are suppose to be cold 35F , 32R. After returning home, I found them all 33 when hot. Which helped slightly. But that is putting a "band-aid on a broken leg". My gauge is a very accurate digital one(rated most accurate by a magazine). They are using a worn out slide gauge. The service manager claimed my shaking of the wheel is like all of them. And they checked some mounting bolts. He obviously lied again to me in regards to the phone conversation of last week, when he said," he would get paid for issues that they fix." Especially considering they did not fix a thing. Nor did it appear they wanted to. So he changed his story back to not getting paid because the first dealer listed the problem as a "could not duplicate". Time wasted at dealer 2 so far...8 hours. Well, I am going to dealer #3 soon. Already have an appointment, they know the whole story. And they did have a bulletin regarding uneven tire wear on all Vibes. Even though the RS-A's are not the best tires. I just don't want to wait till the tires(RS-A's) look like junk. Which this could be leading towards. Remember: jerk dealer#1 just wanted to charge for everything, but did not have an alignment machine. Dealer #2 was about to check the alignment but stopped when he saw another dealer "could not duplicate". Also looked at the 2006Vibes. NOW NUMMI is at least putting a proper amount of undercoating in the wheel wells. Mine had next to none. I have seen others the same. I had to do mine myself. Lemonade anyone?

[jasonvibe]

I was about to take the car to Dealer #3. They were nice, saying, "if it's there we'll take care of it." Well, I drove it around more than usual lately. Did not take it to #3. The problem has basically disappeared. Then I got my steelie/snow tires balanced again(to be sure). I put them on and they drive perfectly. Never a shimmy. Never following rutts or pavement irregularities like the GoodYears. I looked carefully at the GoodYear tires, the wear in and out was even. BUT not even where the nubbs are/were. Some areas the nubbs were totally gone. Then a little further down you could see a bit of them there. Damn, It was the tires the whole time. Assuming the aluminum rims were made properly. The tires were NOT perfectly round! Now they have "worn in". It's much better. First 2 Dealers refused to check the tires. GM called me(I was not home) when I sent the totally negative survey in. Now I am wondering If they are going to do anything positive for me? Another set of JunkYears or what.

[new05vibeowner]

I went through hell with the Contis that came on my '05, and got them replaced with TripleTreds. The car drives 100% better than on either the Contis or the '06 I drove with the RSAs. Plus, the TripleTreds are a hell of a lot more quiet on the highway. Check the prices at either Discount Tire or The Tire Rack.

[jasonvibe]

I have only 6k on the RS-A's now. I am not paying out of my pocket to replace tires that are under warranty. YES, the tires are warrantied by GM with the bumper to bumper also...see the manual. But the jerk dealers probably know this and don't want to deal with a flood of Vibe owners like me. My Brother got triple treads on his van. The thing he does not like...they weigh significantly more and thus he has lost a bit of mpg's when driving around town. I have a set of snows on steel rims. Which drive excellent. So the OEM tires are just for the summer. I should not have to drive my snow tires year round for a proper riding/handling/steering car. Just need good rain tires. Which I am not going to pay for. Hope to hear from GM soon. SO far GM has not impressed me. The customer service tries. But I need action. REMEMBER, the dealer is independent from GM. They just sell the product. When it comes to service, GM cannot force them to do anything except for "recall service". That is where the problem lies.......You speak of an '06 you drove...you have an '06 too? Or was that a loaner?