Thanks, this is what I'm sending out today, along with a copy of the bungled-up receipt where I've noted the errors on it.
------------------------------------
Ted Chapman
Edward Davault (Separate letters)
Chapman Automotive Group, LLC
1150 N. 54th St.
Chandler, AZ 85226-1032

cc: Service Manager
Chapman Chevrolet Isuzu
1717 E. Baseline Rd.
Tempe, Arizona 85283
Dear Mr. Chapman, Mr. Davault

In July, I went to Chapman Isuzu to have my 15k servicing done on a 2004 Rodeo DI 4x4. Although I had made an appointment a few days earlier, it was lost when I showed up, but they were nice enough to squeeze me in. A month later, I approached the vehicle from the rear (something I don't do very often) and noticed my spare tire was missing. The rear door blocks the tire lowering mechanism. The door was not damaged, and no other items (including loose cash) were taken from inside the vehicle. The lowering mechanism had been raised back up, and the chain tucked up nicely. The most logical conclusion is that it disappeared at the dealership, perhaps during confusion when the power went out.

I called the service department (Tuesday, August 14th) to ask if, during the power outage and resulting confusion, my tire was misplaced by mistake. The short version: I had to call several times, leave messages (never returned), and when I did reach someone in the service department, deal with unfulfilled promises to call me back. The only time I received a response is when I was transferred and someone answered the phone.

A dealership does not grow as large as the Chapman group if this is the standard way to deal with customers. Given the demonstrated lack of attention to detail in the service group, I am requesting you take another, more serious look, for my missing tire.

Respectfully,
(signed/work & cell phone)

Much shorter, but you need to mention the power issue briefly in your opening sentence. Otherwise, it doesn't make any sense in the second sentence. A short sentence that says while you were in the shop, there was a power outage that resulted in a lot of confusion in the shop area and the cashier, would be helpful.

One other point. I don't think it strengthens your case that you mention that a whole month went by before you noticed the tire missing. I would leave it out and use a more nebulous word. You're trying to get them to help you, and the word 'month' seems like an eternity to me... <img src="/forums/images/graemlins/smile.gif" alt="" />

How about this:

Dear ______,
I had my vehicle serviced at your shop on _____. Soon after reclaiming my vehicle, I noticed the spare tire was missing. After several attempts to contact the service manager and not getting my phone calls returned, I finally was able to catch the SM and was told the shop did not have my tire.

Given that the tire was there when I took the vehicle in for service and was gone when I received the vehicle after service, I can only conclude the tire was removed at the service center and not replaced.

I am requesting that the tire be returned with no more delay. I will be sending a copy of all pertinent documents to the Director of Customer Service, the Attorney General and the Better Business Bureau.

Yours, _______

Don't say anything about the month in between or anything else that could give them a way to deny responsibility. You want to make them think that giving you a new tire will be cheaper and easier than defending your charges.

Stop playing nice and get to the point. They don't care about power outages, typos on the bill or anything else. Just tell them what you want and tell them what you are going to do if you don't get it. I would also make plans to take the dealership to small claims court. At the least you could get money to replace the tire.

The two replies hit two different, but very good, points.
- The power outage occured after I showed up, and had nothing to do with them losing my appointment. I didn't make that clear; now fixed.

- Due to the month long gap, I can not prove the spare wasn't stolen, though I give it very low odds. Maybe I am being too much of a weenie, but I don't feel I have enough evidence to back it up. Going to small claims court with this little evidence is obviously a bluff; it would cost me more in effort and time than the tire is worth, and if I was a judge on the other side, I'd probably rule against me s well.

- I appreciate the help; I'm going to start with what I have below. It should get me a phone call, at which point I'll ask about an at-cost spare.

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Mid-July, I went to Chapman Isuzu to have my 15k servicing done on a 2004 Rodeo DI 4x4. Although I had made an appointment a few days earlier, it was lost when I showed up. They were nice enough to squeeze me in. In August, I approached the vehicle from the rear (something I don't do very often) and noticed my spare tire was missing. The rear door blocks the tire lowering mechanism. The door was not damaged, and no other items (including loose cash) were taken from inside the vehicle. The lowering mechanism had been raised back up, and the chain tucked away. The most logical conclusion is that it disappeared at the dealership, perhaps during confusion when the power went out mid-morning.

I called the service department to ask if, during the power outage and resulting confusion, my tire was misplaced by mistake. The short version: I had to call several times, leave messages (never returned), and when I did reach someone in the service department, deal with unfulfilled promises to call me back. The only time I received a response is when I someone from service directly answered the phone.

A dealership does not grow as large as the Chapman group if this is the standard way to deal with customers. Given the demonstrated lack of attention to detail in the service group, I am requesting you take another, more serious look, for my missing tire.

Thanks to the above tips, the letters went out to Mr. Chapman and Mr. Devault, and a copy to the service manager.

A reply came back from the "Director of fixed operations."
They apologized for "perceived lack of attention to detail" (aka not answering, returning messages, or calling back) and offered a 10% off coupon.

Yeah. That will cover gas on the way up there.

At least the guy who took the tire will be more careful next time. Maybe I saved someone else the trouble.