Big Two Toyota of Chandler

Tell us why here...In response to complaint number [redacted], regarding [redacted] and [redacted], we would like to go through the issues at hand.  The [redacted] the [redacted] purchased did in fact have a manufacturing defect in the finish on two pieces of chrome that are part of the front...

bumper assembly.  The sales department set up an appointment to see what would be the best fix for these issues and after reviewing the issue felt that the right thing to do for the guest was to order new parts for the vehicle.  Unfortunately, at the time of the [redacted] first visit only one of the two pieces were in stock.  We arranged for the guest to return with the vehicle when parts were in stock and at their 5000 mile service.  When attempting to schedule the repair and service the guest did call [redacted] in service to set up a time, unfortunately [redacted] did miss the call and failed to call the guest back in a timely manner.  At the time of the later phone calls [redacted] was working with another guest and there was no message left at that time.  Upon a later call [redacted] and the guest did connect and scheduled their appointment.  At the time of the appointment both parts were replaced with factory parts that were brand new.  We know that is the case since as a result of this being a warranty concern we are required by the manufacturer to retain the defective parts for warranty review purposes. We have sent pictures of these parts with the attached warranty return tags to Mr. [redacted] and are confident that the parts were in fact replaced.   After talking with Mr. [redacted] at length in regards to his concerns Big Two has arranged for a new part for the passenger side of the bumper as a goodwill gesture and have offered to arrange for the vehicle to be detailed and fully gassed when these services are performed.  Mr. [redacted] was given the option of arranging for this to be done at either his next service or on his next visit down to the Phoenix area.  As part of this agreement we have also offered a rental car for his use during that time to avoid any inconvenience.  Mr. [redacted] accepted this offer and we believe that this situation will be resolved at this point.  Our apologies go out to the [redacted] family as we certainly do not want to create any inconveniences to our guests and genuinely want to make their experience outstanding.  While we do not always succeed, it is not for a lack of concern or a sincere desire to help our guests.   [redacted]