Chevrolet Complaint - OnStar / Chevrolet Roadside Assistance / Bridgestone Tires
COLORADO -- We were on a roadtrip in our brand new 2008 Chevy Tahoe (odometer read 2800 miles). At 70 MPH the right rear Bridgestone tire blew. The road was clear and no road hazards were encountered. Previous to the catastrophic tire blowout, all four tire pressures checked out at 31/32 PSI on the digital guages on the dash. Upon inspection of the tire, the treads and interior of the tire had no punctures or damage of any sort. The exterior wall of the tire was completely disintegrated. At the time of the blowout, we were on a very fast, busy highway. Fortunately, I was able to maintain control of the vehicle and get the vehicle to the shoulder of the road. The alloy wheel was destroyed by the tire separating and riding it a few lanes over to the shoulder. First step: press the OnStar button! Unfortunately, once OnStar determined that our family was safe and police/rescue were not required in this case, they transferred our call to Chevrolet Roadside Assistance.
Long story short, we spoke with 6 people and after three hours there was still no tow truck. As we sat and waited for a tow truck, I called everyone I could think of for assistance, the dealership we bought the car from, the dealership were the vehicle was to be towed, Chevrolet Roadside Assistance, the insurance company, etc. Chevrolet Roadside Assistance simply assured us that a tow truck was on its way. Finally, my husband and I got out of the vehicle with the owners manual, figured out the tire changing apparatus and spare tire (recommend if possible that you remove those parts and learn them in warm weather), got down in the mud while it was snowing and changed the tire. This was a very dangerous road with a very small shoulder. Fear and frustration was very real at the time. Of course, we've changed tires and done automotive work in the past, but my husband is 60 years old so we thought we'd purchase a highly rated vehicle with OnStar for protection and safety.
Justin at Chevrolet Roadside Assistance admitted there was confusion on their side that led to no tow truck showing up. This situation was so bad, that we have lost confidence in Chevrolet Roadside Assistance. I am very surprised that OnStar did not maintain ownership of this report (much like a case manager) until the needed assistance was delivered. By the way, the dealership stated that the tire did not malfunction and that a road hazard was encountered which caused the blowout.
While my husband and I are admittedly not tire experts, there was not one puncture or interior damage that could be detected. We are keeping the tire and having it analyzed by a third party in the event this is another Firestone fiasco. Our OnStar and Chevrolet Roadside Assistance will not be renewed.