In early March I purchased 2 new tires for my 2007 Escalade. I had a blow-out less than 30 days later and called the dealership for a replacement since the tire was covered under warranty. When I arrived at the service department I was told that they were not sure they could replace the tire because they believe it was my fault and I must have hit something. I did not hit anything, tire blew while I was driving less than 30 mph in my neighborhood. After 3 days and numerours calls to the Crest service department I was still getting the run around. Basically, everyone was calling me a liar and telling me it was my problem. \r
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I called Mike Brosin the GM, he said he would talk to the service team and call me in 30 minutes-well 13 hours later I still had no response. I left a message for Mike Brosin to call me back. Lisa Butler called back and said Mike was out of town and unavailable and she would talk to the service dept and get back to me. She called back and said that since I was a loyal customer they would replace my tire, but not the damaged rim,if I wanted a rim they were priced at $800. I told her that I would accept the new tire and needed to talk to my husband about the price of the rim. After checking the internet and finding a lower priced rim I called back and left Lisa a vm to please put on the new tire, but we would not buy a new rim at this time. She then called back and said ""if your not going to buy the rim from Crest we will not replace your tire"" I told her that in this economy I was not going to spend $800 when I can find it 60-70% cheaper. She argued with me that I had to by the rim at Crest and I informed her that this is a free country and last time I checked as a consumer I could purchase a product anywhere. Lisa was mad and told me she would have to talk to owner and call me back. I was so fed up with this whole process that I called Lisa and left her a vm stating I did not want to do business with Crest and would pick up my car ASAP- I would rather buy a new tire from someone else than deal with Crest. Lisa called me back within 5 minutes and informed me that they would replace the tire and the car would be ready for pick-up by 5:30pm. \r
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When my husband arrived to pick the car up several things happened-the GM Mike Brosin(who suddenly apeared from ""out of town"") got into a shouting match with my husband and asked him to step outside for a physical altercation! He proceeded to tell my husband that Lisa Butler never told me I had to buy the rim from Crest . My husband did not back down and finally Mike Brosin relented and apologized and told my husband that when we purchased a new rim to bring it in and they would put it on at no charge. So......as my husband got in the car to come home the battery was dead because Crest had left the back hatch open and.....drumroll please.....there was no new tire and my spare was still on the front....NOTHING had been done. I am no longer a Crest loyal customer-taking my business to Sewell Cadillac to deal with professionals who believe in customer care.
Cons: Mike Brosin and Lisa Butler-""F"" in Customer Service
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