J

Review of Sill-TerHar Motors

April 2016

April 2016
A good friend bought her 2011 Mazda CX 9 new from Sill-TerHar, and has brought it exclusively to them for all scheduled maintenance. At 36K the original equipment tires wore out and Sill-TerHar sold her a set of 60K warrantied Yokohama tires. 23K miles later they are completely (and very evenly) worn out.

Last month, she scheduled a time to have them replaced and was told at that time they would be prorated under warranty. On the day she brought it in for the replacement, she was told that paperwork would need to be filled out, and the tires would have to be sent in to Yokohama (at her expense), and that likely they wouldn't be covered anyway because she didn't rotate them frequent enough.

Since I worked as a technician at an Acura and a Honda dealership, I offered she find a good local independent mechanic and move on. But, since she lives and works near by Sill-TerHar she thought she should give them an opportunity to step up and help and asked if I would call the service manager that afternoon.

After discovering that Stephan (the service manager) was unavailable, and does not have a voice mail box, I proceeded to call the general manager. The first number I found online was actually the previous manager and he recommended I leave a message with John Sill-TerHar (which I did), as well as the new general manager Chuck Hayes.

Several days later I received a call back from Mr Hayes. The conversation seemed positive in tone, though he seemed to believe that while they were happy to sell Yokohama tires to their customers, they didn't have the best luck with Yokohama standing behind the product (and felt that it "wasn't really their responsibility to get involved"). He did say he would talk to the Yokohama representative and be back in touch. I specifically asked if I needed to follow up and was assured that we would be contacted.

Two and a half weeks have passed so far and we have not heard back.

At this point, the tires are no longer safe in my opinion! With two young children my friend didn't feel safe waiting any longer and decided to go an independent tire shop today where she picked up a nice set of Toyo tires for significantly less than the installed price of Yokohamas quoted by Sill-TerHar Mazda.

5/15/18
A little over two years since I wrote this review and Sill-Terhar Motors wrote the following response (see below) today.....unapologetic, defensive, uninterested in a solution......As I stated previously, prior to the tire situation, she had ONLY brought her CX9 to them for service......so if the "tires weren't properly rotated" as they are now suggesting, than it was most likely not recommended by them....