Back in February, I brought my 2013 Subaru Legacy 2.5i Premium in for service because the tire pressure warning light had gone on. At that time, it was determined that there were no punctures, tears, or nails in the driver’s front tire. Instead, the cause of the loss of pressure was due to the formation of a ‘lip’ or space (from a build up of brake dust) between the rim and the tire causing air to slowly escape. The tire was taken off the rim, the brake dust was removed, the tire was re-sealed and the air pressure was then put to 35psi per my request. All was well until about 6 or so weeks ago when the tire pressure light went back on. This coincided with my going in for a new battery as the original battery was 7 years old. As a result of not driving the car because of COVID-19, the old battery had finally ‘given-up’ and understandably needed replacement. So in addition to installing a new battery, they re-checked the tire. The seal was fine and again there were no punctures, tears, or nails so they re-inflated the tire to 35psi (per my request). All was fine until last week when the tire pressure light came back on again. When I called the service advisor, Dan Dengler, to explain the issue & history (he immediately pulled it up on his end), he spoke with the service director, Clinton DeClue. They wanted to have the tech look into the cause in greater depth and suggested I leave the car as they would provide me with a loaner. The tech’s examination showed that the loss of air was the result of the tire being porous & having dry-rot and therefore it needed to be replaced along with passenger front tire so that everything remained in balance. When Dan called me to discuss, he provided me with every detail including the date of the manufacture of the old front tires as well as the back tires (which I had replaced years beforehand due to punctures on specific surfaces of the tires that would not allow them to be patched.) The original front tires were old & had 30,000+ miles on them so it was no surprise that they needed replacement. For the new front tires that they wanted to install, Dan provided me with model/name of the replacement tires, the size codes, the total cost as well as the cost of each line item that made up the total cost including the cost of each tire, labor (mounting & balancing) tax, NYS tire disposal fee. Everything was 100% transparent, upfront, & above board. After I provided Dan with email approval to go ahead with the new tires, we stayed in close communication via e-mail (my preferred method of communication) regarding the status of my car. Dan’s communication is always excellent...he returns phone-calls very promptly and replies to all emails. All of my questions about the new tires & when the car would be ready were answered fully & thoroughly, including my questions about the results of the complimentary multi-point inspection. Dan always checks and then double-checks, which instills a sense of his customer satisfaction. I initially requested that all 4 tires (the 2 old in the rear and the 2 new in the front) be inflated to 35psi. In addition to communicating this to the tech, Dan took it a step further by personally checking each tire’s pressure himself. While for some customers this double-check may seem insignificant, it is exactly this level of attention to detail provided by Dan this extremely important & appreciated. Your vehicle can have all of the latest safety features and bells and whistles on it but when it comes down to it, they don’t mean a thing if your tires aren’t right. Your tires are truly where ‘the rubber hits the road’ and their condition is especially important to insure optimal performance of an AWD vehicle.
Dan & Clinton treated me as a ‘Super VIP’ and they definitely delivered on Grand Prix’s motto ‘WE WILL SATISFY YOU.’