Paul M Phs
map-marker Laconia, New Hampshire

Slime is slime

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Irwin Automotive Group - Slime is slime
Been there 4 times now, but this is the last time. I went in for a 30,000 service and a sticker. When I was called out of the waiting room by the service rep I went to the desk and was told the final bill. When I was given the documentation I noticed the vehicle had failed. Wow - great communication! Not a word said! I asked about the failure and he said it failed on tires. But being so well-prepared as he was (unlike his communication skills) he gave me two estimates for 4 new tires they would be happy to install - for $900 - with tires I never even heard of. No thanks, dude - but well played because I have no choice but to come back now that you have failed me and I paid you for it. I went to BJs and got 4 new Goodyear Wranglers for $660 including installation. I am trying to figure out how to upload a picture of my "failed" tires. If you take a look at these tires you would be shocked they failed (and by the way, why do an inspection in the first place if you see the tires are a problem - Oh that's right, you have to come back to them after they fail you!). Apparently the tire is down to the "secondary rubber" on the edges - LOL what a joke. Well, going to the NH-DMV site I reviewed the entire section on tires. I would have passed. What more needs to be said - I guess this - they are liars and cheats. Now I have to look for another dealer FOLLOW-UP After ordering the tires on-line and getting them installed at BJs I needed to get an alignment and of course take it back to Irwin for my sticker (finally), so I scheduled both. Upon exit and payment, I was told by the service guy that there would be a survey and they were looking forward to a good review. I mumbled that it was unfortunate and he unfortunately heard me and inquired further. At that point I showed him the picture of the tire that you see below and I expressed my dismay at their attempt to sell me new tires when I never needed them. I told him the desk guy last week had no intention of discussing the point further with me at the time - basically it fails, period - and that I was beyond dissatisfied. He was obviously troubled by the picture as he stared at it - seeing a very good tire as failed. He checked me out and wanted me to stay to talk to Ron the Service Manager. After waiting 10 more minutes both the representative and Ron came to talk to me. Here is an absolute faithful and truthful reproduction of the discussion with Ron: (1) The way the communication went was wrong. I should have been told before check-out. I also should not have been poo-pooed by the service desk attendant when I protested. As it turns out, this would seem to be our only point of agreement (2) The technician who did the state inspection was only recently certified, is new, and may have mis-interpreted the regulation. He also mis-reported the failure and I found this all interesting, listened patiently, but honestly don't care how it was documented. I bet you think you know where this is going, but you would be wrong... (3) I know what you're thinking, (1) + (2) must equal (3), where an apology follows with some attempt to "make it right", but unfortunately (1) + (2) in this case equals the following: Bottom-line - this issue is my fault. I should have protested further over the desk attendant and forced the manager to come onto the floor with me and the technician, made him print-out the regulation, and see the requirement directly. Hmm. OK. I asked him if he at least agreed that the tires were good, and he said he couldn't tell from the picture. He said that it was my fault (I sense a pattern here) that I didn't keep the old tires and bring them in to prove it to him. Seeing where this was going, I really had only one option available to me - I got up, thanked him and headed out the door. Why do you think of all the things you should have said after the fact - LOL? Anyway. No change from first review - Liars and cheats, dishonest business. It is a shame that in the wisdom of nature, that DNA was wasted on Ron... I also bet the desk guy regretted having me meet with Ron.... So let's go down the checklist: - Throw your own employee under the bus - check - Blame the whole incident on the customer - check - Admit to nothing without the "physical evidence" - check As a CEO I can tell you that people like this do not get to high levels in organizations unless their behaviors are 100% supported by Sr. Management. It's a shame that Toyota and Ford - who care much about customer satisfaction and Quality - trust in organizations like the Irwin Automotive Group.
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Reason of review:
Poor customer service

Preferred solution: Let the company propose a solution

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