Penske Buick GMC Of Cerritos

Unethical practice. My service advisor, Donald, was pleasant and understanding as was the service manager once my complaint was made. I took my truck in for its first My service advisor, Donald, was pleasant and understanding as was the service manager once my complaint was made. I took my truck in for its first oil change / tire rotation service which is complimentary with the purchase. I made an appointment for 9 a.m. and was expecting to wait up to an hour for this simple, routine maintenance to be completed. I had my two kids with me (ages 7 and 3) seeing as they were out of school and was comfortable with the hour wait knowing that they could keep occupied long enough for the truck to be serviced. I was immediately told that it would take upwards of three hours to complete the service because of the tire rotation seeing as my truck is lifted with 35" tires. I accepted this, with hesitation, and paid out-of-pocket to take a rideshare home since the dealership only provides a ride within five miles of the dealership (I live approx 15 miles from the dealership) and I knew my kids wouldn't last that long (nor would I expect them to). I received a call close to three hours later advising that my truck was done and ready for pickup. Rather than foot another rideshare bill, I waited until the early evening for my wife to return home from work so that she could take me to the dealership. There was a short wait to speak with a service advisor as other patrons were picking up, too (no big deal). Once my truck was pulled up, I completed a walk-around and noticed that the tires had NOT been rotated. I immediately told Donald this and he advised that his technicians indicated that they completed the service. He then retrieved one of the techs from the service area who came out and was adamant that the rotation was completed. I assured him that it wasn't and pointed out a small nick on one of the rear wheels and explained that the wheel is the only one on my truck with any type of damage and that it's in the exact same position as it was when I dropped it off in the morning. The tech immediately became short and stated that he wasn't here when it was completed and he would need to ask the other tech and walked away knowing full well that he was caught in a lie and that the service had not been completed. My service advisor immediately sought out the service manager and explained the situation. The manager offered to rotate the tires then and there but seeing as it was already 5:30 p.m. and my wife and kids were waiting to get home to dinner, I chose not to wait an additional 30 minutes to have it completed. I will take advantage of what was offered to me to compensate me for my time and the inconvenience of the situation, but beyond this, I will not return to this dealership because how do you know if the work you pay for is actually being completed??? More