The sales experience was mildly unpleasant. I was made to wait long times on two visits. Price negotiations were just silly. And I made it clear that the only reason I was considering this dealership 30 miles from my home was because they were opening a location just 7 miles away. But what has me particularly upset a year later is my experience with the maintenance plan they sold us. It promised "tires for life" if I brought the car in on time for its regular oil changes, tire rotations, etc. And that enticement was the only reason the plan offered value to me. I was assured this service could be completed at the new Stokes Brown in Bluffton. That was not exactly true. First, the dealership here opened several months later than promised, meaning I had to not only arrange my travels to be here when the odometer clicked 5,000 miles, I had to side trip 30 miles to Beaufort for that first service. Subsequent service took place in Bluffton, where I delivered the maintenance plan packet and coupon book to the staff on each of three visits (10k, 15k and 20k). At each, I asked that all required maintenance - whether covered by the plan or extra - be performed. At 15k and 20k, I asked specifically about alignment. I was told that all work had been performed. I learned last fall - after confirming a complaint by another customer - that the tires could only be replaced in Beaufort. I complained then to Mr. Brown who was intransigent, claiming the two dealers with the same name were separate businesses - something I was led to believe during the sales closing was not the case. Since, I helped my mother purchase a car from the Bluffton dealership, which was clearly a mistake. Now I need tires. I called the shop in Beaufort, was told I had to speak with the service manager, Wayne Lamb, and it took another message before he returned my call nearly a week later. It took more than a day for him to check my service records and get back to me with message that my Rav 4 had not been aligned at 15k, and I would never be eligible for the promised tires. My very reasonable settlement offer for a refund on the balance of my maintenance contract has been rebuffed. Mr. Lamb suggests that I deal myself with the company that issued the plan.
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