Dealership problems

Went to a local dealer a couple months ago to get tires rotated and oil changed. go to do a rear brake job the other day and the driver side rear tire has lug nuts so tight I bent 2 tire irons and Started to twist the end of my four way while not a single lug would come loose.

It happens all too often. I'd call them, as a potential customer and ask if they torque lug nuts down. Then, I'd show up and ask to speak to the service manager (then the general manager if he/she isn't there) and challenge them to remove a lug nut.
Then when they do get the tire off (HEY BILL! Where's the 1" drive impact wrench?") have them check the rotor run out. If it's out, demand a new rotor(s) since that's a very common way to warp a rotor.
Don't do this with the typical "I'm the customer and I feel slighted so I'm allowed to be a jerk" hat on. When you are satisfied, a thank you and a handshake will make a good impression.

Honestly I am most worried about the studs. Those aren't exactly easy to replace

I think the problem was created by them using lof techs working hourly rather than a tech that gets paid book time

Go back to the dealer, state you have a vibration from the rear and request that they rebalance the tires. Do not mention your efforts to loosen the lugs.

Let them figure out it was their mistake and their responsibility to fix it.

ryanty22 wrote: I think the problem was created by them using lof techs working hourly rather than a tech that gets paid book time

I don't think pay style has anything to do with it. If anything, working hourly means they aren't trying to beat the clock and they'll take the time to torque them down.

DrBoost wrote:

ryanty22 wrote: I think the problem was created by them using lof techs working hourly rather than a tech that gets paid book time

I don't think pay style has anything to do with it. If anything, working hourly means they aren't trying to beat the clock and they'll take the time to torque them down.

In theory, yes, every dealer Ive worked at that had specific lof techs had problems like this originating from the "quick lube"

My company uses Ford Escapes for our company vehicles and recently one of our techs took his in for a recall issue. A couple of days after picking it up he gets a call asking him to bring his vehicle back. He takes it back and discovers that they took one of his 17" wheels and put it on another escape, and put the 16" wheel off of the other escape on his.

peabody wrote: My company uses Ford Escapes for our company vehicles and recently one of our techs took his in for a recall issue. A couple of days after picking it up he gets a call asking him to bring his vehicle back. He takes it back and discovers that they took one of his 17" wheels and put it on another escape, and put the 16" wheel off of the other escape on his.

Damn

ryanty22 wrote:

DrBoost wrote:

ryanty22 wrote: I think the problem was created by them using lof techs working hourly rather than a tech that gets paid book time

I don't think pay style has anything to do with it. If anything, working hourly means they aren't trying to beat the clock and they'll take the time to torque them down.

In theory, yes, every dealer Ive worked at that had specific lof techs had problems like this originating from the "quick lube"

I must have misunderstood you then. That's a competency problem, not soo much a pay style issue. They have those LOF "techs" because of the flat-rate pay style. When I was wrenching at the dealer (Jeep), flat rate for an oil change was 0.2 hours. It was eventually raised to 0.3 hours. That's 18 minutes to have the car dispatched to you, get the keys (they are sometimes in a porter's pocket), walk out back to find the car. On your way back stop at the parts counter to get the oil and filter. Then, drive the car in and, if the service manager isn't looking you roll under the Jeep and change the oil. It the SM was around, he demanded the vehicle be racked!! Then drive the car out back, and bring the keys up. There's 30 minutes for 18 minutes pay. I'm not surprised that a guy with a tool set worth a nice BMW would not want to do LOFs.
I know you aren't attacking the techs or the pay style, I am really just talking here.

Just got back from the dealer, had to 1 inch impact the lugs off. They replaced multiple studs on each corner. the rotors ran out fine they gave them a skim cut just to be sure (which was cool of them) although they wouldnt rotate the tires (which makes no sense, the tires were already off the vehicle it just involved walking each one to a different corner rather than picking them up and straight back onto the hub). Overall I am satisfied with how they handled the situation, good result for a dealer that hasnt had too many of those recently.

The flat rate techs at my dealership do not use torque sticks or torque wrenches only 1/2" impact gun. So wrong I always call them out on it too

tjbell wrote: The flat rate techs at my dealership do not use torque sticks or torque wrenches only 1/2" impact gun. So wrong I always call them out on it too

I know it had to aggravate the dealership employees but I stood and watched them install the wheels this time. and asked the guy if he was gonna use a torque wrench on them, He replied only when requested

ryanty22 wrote: I know it had to aggravate the dealership employees but I stood and watched them install the wheels this time. and asked the guy if he was gonna use a torque wrench on them, He replied only when requested

That's just sad and it reflects management's business plan.

TiresPlus had a deal on Falkens; I went to a local shop, bought them, requested hand-torqueing and they willingly complied. Even better - they remembered on my next visit and not in a velociraptor kinda way.

ryanty22 wrote:

tjbell wrote: The flat rate techs at my dealership do not use torque sticks or torque wrenches only 1/2" impact gun. So wrong I always call them out on it too

I know it had to aggravate the dealership employees but I stood and watched them install the wheels this time. and asked the guy if he was gonna use a torque wrench on them, He replied only when requested

I hated it when customers would watch me work, but in a situation like this, I totally understood. And if it wasn't me that did the initial screw up work, I'd ask if I could do something else for them. Doesn't matter which side of the situation you're on, every body makes mistakes. The real thing is, how do they handle it. sounds like these guys were pretty decent.

Yeha I cant complain on their handling of the situation. Ive been in their shoes at a dealer before having to fix someone elses screwup. I dont normally watch the techs work unless they've given me reason to.