On November 13, 2014, Pikes Peak Acura promised to store my summer tires free of charge if I purchased new winter tires from them, which I did. I made an appointment to have the summer tires re-installed (and have them readdress some work on the fender liner that was initially repaired on April 23, 2015) on May 15, 2015 at 12:30pm. After an hour and a half of waiting the service representative came to tell me that they did not have my tires in storage, but offered to help me out of the situation by putting new tires on if I would only pay $865 (which amounts to Pikes Peak Acura picking up the tab for one of the new tires). I told him I did not think this was fair compensation and that the entire situation seemed like something between fraud and outright theft. At no point did any management of Pikes Peak Acura attempt to speak with me. I left the dealership after two hours without any of the scheduled work being done (including them repairing the work on the fender liner which was not adequately completed on April 23rd). I had to leave town for a couple days, but called back to speak to the service manager, ************, on the afternoon of May 19th. I told **** that I didn't think the dealership had seemed very apologetic about the entire situation and that the offered compensation did not seem adequate given the fact that I am out four good tires and now in the position of having to purchase new ones. **** offered me the same deal, where the dealership would purchase one tire and I would have to only pay $865 for a new set. ****'s rationale is that he does not have record of, or know, the condition of the summer tires that they took off my car (and supposedly stored) on Nov 13, 2014. He postulates that the tires were probably close to being completely worn out and needed to be replaced anyway; concluding that offering to buy me one tire is a great deal for me. However, I did inspect the tires prior to getting them stored and know that I had at least a full season left on them and wouldn't need to replace them until after the next winter season. I know this because I try to manage when I replace tires on all of my vehicles so that they all don't need replacement at the same time. Presumably the dealership wouldn't have offered to store tires that were close to the tread wear indicators and needed to be replaced. It wouldn't make sense spend money on storing bad tires and it would make sense to be up front with the customer about what the vehicle needs are. Given that, at this point I'm now out four good tires and Pikes Peak Acura has offered to make it right by giving me one good tire. I'm not sure if this was an honest mistake, a scam to allow the dealership to sell more tires, or straight up theft of my summer tires from their storage facility - I could reasonably argue any of those scenarios. However, I am sure that one good tire as compensation for four good tires is unacceptable. From a customer service standpoint I am also a bit disturbed that no manager attempted to speak with me on May 15th, and there was no attempted follow up from a manager until I initiated communication with the dealership on May 19th even though I had been a fairly consistent customer.
Ideally I would just have my original 4 summer tires back on the car per our original agreement, knowing that I felt safe driving them for another season (including factoring in more than minimal tread depth to mitigate the potential of hydroplaning).
I would feel somewhat compensated for the loss of 4 good tires by reversing Pikes Peak Acura's offer, where I would purchase 1 new tire (~$281) and the dealership picked up the cost for the additional 3 tires (~$865).
Pikes Peak Acura could win my business back by a) seeming genuinely apologetic about the situation, b) including an alignment with the tires, and c) updating their procedures to include; 1) better documentation about tire condition and the storage agreement on their service invoices, 2)to include digital pictures of the tires being stored, and 3) more clearly marking the tires being stored to avoid future confusion.
We strive for customer satisfaction and loyalty with each transaction. Sometimes we fall short. This is one of those times. We would rather have reinstalled Mr.******* old tires than have put him through this predicament. Based on like models that we see come through the service department, these take off tires with 37394 miles on them, would have had 3/32 nds of tread life. We recommend replacement with this measurement, but we no longer have this set of take off tires. We believe that they were discarded around 11-14-14 by mistake. Most likely happened since they were down to 10% of useful tread. We do not use tire disposal as a way of selling tires. We would like to retain Mr. ***** as a customer. We label each set of tires with customer names and vehicle descriptions, but we have added a process of documenting the remaining tire tread. This process was added after reading Mr.******* recommendations. Thank you. We have reconsidered our initial offer. The offer is that Pikes Peak Acura will mount and balance 4 new tires/ check alignment/ and his total out the door price is $600.00. Thank you for your time in this matter.
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept Pike Peak Acura's updated offer for me to pay $600 for a new set of tires after they lost (or stole) my tires as it does not appear to be a good faith effort to correct a problem that was 100% their fault. Their initial offer was to absorb the cost of one tire, and I would have to purchase the other three. The OEM tires for this vehicle (Michelin Pilot HX) are available on tirerack.com for $200.46 per tire. So, their "updated" offer really still has me paying for three tires, with the dealership paying for one tire and labor. However, I have to believe that the dealership has a better arrangement with tire suppliers than the general consumer on tirerack.com, so in reality the $600 offer could cover the entire cost to the dealer of installing four new tires on my car at which point the only loss to the dealership is the profit they would gain by selling me four tires which I shouldn't even need in the first place, and I'm out $600 which I shouldn't need to spend. The tires that were on my vehicle came with a 50,000 mile warranty and there are numerous reviews on the internet of people getting more than 60,000 miles out of these tires. Pikes Peak Acura's presumption that my tires needed to be replaced anyway is unfounded as the warranty and user reviews indicate that I could easily have had between 13,000 and 23,000 miles, or more, left on the tires. There has been absolutely no attempt by Pikes Peak Acura to conduct any follow-up customer service concerning this situation or to even apologize. At this point it appears that my best bet is to just purchase tires from a company that appreciates business and escalate my grievance with Pikes Peak Acura.
Final Business Response
We value every customer here at Pikes Peak Acura and want to make this right. Mr. ***** has to understand that Tire Rack charges $35 per tire for shipping and plus we have to mount and balance them. Its $1150.00 to put 4 new tires on the vehicle. The tires we stored that were thrown away had 40,000 miles on them, and were on there last leg. We are wanting to help out but 2 tires is more than fair. We do apologize for the inconvenience but we are helping more than enough.
Final Consumer Response
(The consumer indicated he/she DID NOT accept the response from the business.)
The Tire Rack tires can be shipped for $15 each or picked up for free from their Denver distribution warehouse. Average mount/balance charge from various shops is $90. I understand Pike Peak Acura's business logic in this situation but I do not understand their customer service logic. Admitting and owning up to your mistakes is a trait that we work to instill in our children and is a characteristic that defines adulthood. If they had not lost or stole my tires in the first place I would be a happy customer who probably would be in the market for tires later this summer. If they had originally owned up to their mistake and were genuinely apologetic with a reasonable solution I would have been understanding. However, my business logic now tells me that my patronage of Pikes Peak Acura has cost me $1150 (by their math), for which I have nothing to show. At this point I would accept cash compensation for the liability that Pikes Peak Acura has admitted to - $550, but I can honestly not see a benefit of continuing a business relationship.