I will preface this documentation with the following; I have bought a VW Passat from Charles Maund in 2006. I bought my Toyota 4Runner in September, 2004 in Tucson, AZ and I moved to Austin in November 2004, and have been using Charles Maund for every one of my services for both cars since these listed times. Apart of my purchase for the 4Runner, was a package to have lifetime replacement for tires if I were to maintain my scheduled maintenance with the dealership that I bought the car from. Since I was moving in a very short period, I had it clarified that if I enter into this program, then it will be transferable. Further, when I came to Austin, I asked the consultant, Wes Newman whether or not this was transferable, and he stated that it was. So, for the last 4 1/2 years, without a doubt, I have been up keeping my car maintenance as I felt I should do to uphold my end of the deal for this tire replacement program. On 4/9/09, I go to the dealership to get my next service checkup along with my state inspection sticker taken care of, the inspection would not pass for some lights out and tires that are too low in tread. I stated that I have tire replacement, and it should be covered. After looking up in the system and not finding me there, I was told that I am not apart of this program. At this time I asked Wes to let me speak with a manager. I spoke with Danny Smith and he started off wanting to extend some customer service. He was already apprised of the situation and Wes had told him that he had told me, that the protection program would be transferable. In this same conversation, Danny went on to tell, and I quote, "this program is a piece of ^&*%. You have no idea how many $%^&* off customers I have had with this thing. They have done everything they can to not pay this out." Not surprisingly, Wes expressed the same sentiment. After a few minutes of acting concerned, I got no action and was told that this has to be answered by Toyota, and nobody else. He stated that he can't do anything and at this time, I basically stated that is not good enough. I pushed back on this and was told that it did not matter what I say or what I do, I will not get tires from Charles Maund because, "they are not in the business of tires, if they were, they would have a firestone or something". He cannot take something that was stated 4 years ago by his representative as something that can be held as something that is binding. At this time, I asked Danny to get the GM and I reminded him of the amount of business I have conducted with the service department. At this time, he started to posture as if I have no real action here, and I cannot get tires out of Charles Maund. Finally, he told me that there is nothing that can be done, and basically, we need to part. I asked for my car, and he stated he can get it. At this time, I asked when will the GM call me back, and he stated that he does not know, might be Friday, but I have no idea. He did write off my service charge. Remember, at Charles Maund, they will do whatever it takes as false promises to get your business, but when it comes time to deliver on them, they will find a way to back out of them.
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