Initial Business Response / [redacted] (1000, 11, 2015/02/17) */ We write in response to Complaint Activity Report Case # [redacted] made by [redacted] Mr [redacted] did purchase a Toyota Sienna from us in late November He has complained to us about "swirl scratches" in the paint on the vehicleThe vehicle has dark paint, and certain patterns in the Clear Coat over the paint can be more pronounced and visible on vehicles with darker paintHowever, the patterns are not a defect in the paint, the paint application, or the Clear Coat, but simply a reflection of how the Clear Coat protects the underlying paint from natural wear marks to which the vehicle is exposedThe marks in the Clear Coat are typically only visible under certain light and from certain anglesWe do not believe that the swirls in the paint are a result of "washing/drying the vehicle with a dirty rag" as suggested by Mr [redacted] In an attempt to satisfy the customer, we performed a number of no charge services for Mr [redacted] We did provide him with a "We Owe / You Owe" form to show that we would perform services related to the paint job and clear coatThe "We Owe / You Owe" related to the follow services: Had the Sienna buffed at our facility (no charge) Had the Sienna buffed at the Luther Automotive Group body shop (no charge) Had the Sienna paint sealed at our facility (no charge) We understand that while Mr [redacted] believes the vehicle does look better, he is still not satisfied with the vehicleWe strive for 100% customer satisfaction, but in this instance we believe that we have fulfilled our obligations to Mr [redacted] The paint on his vehicle is not defective, nor has anything we have done scratched the paintWe have performed services free of charge, as promised, that have improved his impression of the paint jobThe patterns in the Clear Coat he sees are naturally occurring, and not a breach of any obligationAt this time, we do not believe we owe him anything further Initial Consumer Rebuttal / [redacted] (3000, 18, 2015/03/20) */ Not ResolvedStandoff
Received call from Steve [redacted], Service Manager at Luther Brookdale Toyota.
Mr [redacted] indicates that the dealership has scheduled an appointment with Mr [redacted] for Monday, 11/7, to attempt to address his concerns.
(Revdex.com has relayed this by phone to Mr [redacted] -- asked him to report back...
to Revdex.com after 11/7 as to whether he feels his concerns are being addressed.)
Initial Business Response /* (1000, 5, 2014/04/03) */
In regards to [redacted]'s desired resolution, we have removed her name from the database which will terminate any future mailings.
Initial Business Response /* (1000, 11, 2015/02/17) */
We write in response to Complaint Activity Report Case #[redacted] made by [redacted]. Mr. [redacted] did purchase a 2015 Toyota Sienna from us in late November 2014. He has complained to us about "swirl scratches" in the paint on the...
vehicle. The vehicle has dark paint, and certain patterns in the Clear Coat over the paint can be more pronounced and visible on vehicles with darker paint. However, the patterns are not a defect in the paint, the paint application, or the Clear Coat, but simply a reflection of how the Clear Coat protects the underlying paint from natural wear marks to which the vehicle is exposed. The marks in the Clear Coat are typically only visible under certain light and from certain angles. We do not believe that the swirls in the paint are a result of "washing/drying the vehicle with a dirty rag" as suggested by Mr. [redacted].
In an attempt to satisfy the customer, we performed a number of no charge services for Mr. [redacted]. We did provide him with a "We Owe / You Owe" form to show that we would perform services related to the paint job and clear coat. The "We Owe / You Owe" related to the follow services:
Had the Sienna buffed at our facility (no charge)
Had the Sienna buffed at the Luther Automotive Group body shop (no charge)
Had the Sienna paint sealed at our facility (no charge)
We understand that while Mr. [redacted] believes the vehicle does look better, he is still not satisfied with the vehicle. We strive for 100% customer satisfaction, but in this instance we believe that we have fulfilled our obligations to Mr. [redacted]. The paint on his vehicle is not defective, nor has anything we have done scratched the paint. We have performed services free of charge, as promised, that have improved his impression of the paint job. The patterns in the Clear Coat he sees are naturally occurring, and not a breach of any obligation. At this time, we do not believe we owe him anything further.
Initial Consumer Rebuttal /* (3000, 18, 2015/03/20) */
Not Resolved. Standoff.
Initial Business Response / [redacted] (1000, 11, 2015/02/17) */ We write in response to Complaint Activity Report Case # [redacted] made by [redacted] Mr [redacted] did purchase a Toyota Sienna from us in late November He has complained to us about "swirl scratches" in the paint on the vehicleThe vehicle has dark paint, and certain patterns in the Clear Coat over the paint can be more pronounced and visible on vehicles with darker paintHowever, the patterns are not a defect in the paint, the paint application, or the Clear Coat, but simply a reflection of how the Clear Coat protects the underlying paint from natural wear marks to which the vehicle is exposedThe marks in the Clear Coat are typically only visible under certain light and from certain anglesWe do not believe that the swirls in the paint are a result of "washing/drying the vehicle with a dirty rag" as suggested by Mr [redacted] In an attempt to satisfy the customer, we performed a number of no charge services for Mr [redacted] We did provide him with a "We Owe / You Owe" form to show that we would perform services related to the paint job and clear coatThe "We Owe / You Owe" related to the follow services: Had the Sienna buffed at our facility (no charge) Had the Sienna buffed at the Luther Automotive Group body shop (no charge) Had the Sienna paint sealed at our facility (no charge) We understand that while Mr [redacted] believes the vehicle does look better, he is still not satisfied with the vehicleWe strive for 100% customer satisfaction, but in this instance we believe that we have fulfilled our obligations to Mr [redacted] The paint on his vehicle is not defective, nor has anything we have done scratched the paintWe have performed services free of charge, as promised, that have improved his impression of the paint jobThe patterns in the Clear Coat he sees are naturally occurring, and not a breach of any obligationAt this time, we do not believe we owe him anything further Initial Consumer Rebuttal / [redacted] (3000, 18, 2015/03/20) */ Not ResolvedStandoff
Received call from Steve [redacted], Service Manager at Luther Brookdale Toyota.
Mr [redacted] indicates that the dealership has scheduled an appointment with Mr [redacted] for Monday, 11/7, to attempt to address his concerns.
(Revdex.com has relayed this by phone to Mr [redacted] -- asked him to report back...
to Revdex.com after 11/7 as to whether he feels his concerns are being addressed.)
Initial Business Response /* (1000, 5, 2014/04/03) */
In regards to [redacted]'s desired resolution, we have removed her name from the database which will terminate any future mailings.
Initial Business Response /* (1000, 11, 2015/02/17) */
We write in response to Complaint Activity Report Case #[redacted] made by [redacted]. Mr. [redacted] did purchase a 2015 Toyota Sienna from us in late November 2014. He has complained to us about "swirl scratches" in the paint on the...
vehicle. The vehicle has dark paint, and certain patterns in the Clear Coat over the paint can be more pronounced and visible on vehicles with darker paint. However, the patterns are not a defect in the paint, the paint application, or the Clear Coat, but simply a reflection of how the Clear Coat protects the underlying paint from natural wear marks to which the vehicle is exposed. The marks in the Clear Coat are typically only visible under certain light and from certain angles. We do not believe that the swirls in the paint are a result of "washing/drying the vehicle with a dirty rag" as suggested by Mr. [redacted].
In an attempt to satisfy the customer, we performed a number of no charge services for Mr. [redacted]. We did provide him with a "We Owe / You Owe" form to show that we would perform services related to the paint job and clear coat. The "We Owe / You Owe" related to the follow services:
Had the Sienna buffed at our facility (no charge)
Had the Sienna buffed at the Luther Automotive Group body shop (no charge)
Had the Sienna paint sealed at our facility (no charge)
We understand that while Mr. [redacted] believes the vehicle does look better, he is still not satisfied with the vehicle. We strive for 100% customer satisfaction, but in this instance we believe that we have fulfilled our obligations to Mr. [redacted]. The paint on his vehicle is not defective, nor has anything we have done scratched the paint. We have performed services free of charge, as promised, that have improved his impression of the paint job. The patterns in the Clear Coat he sees are naturally occurring, and not a breach of any obligation. At this time, we do not believe we owe him anything further.
Initial Consumer Rebuttal /* (3000, 18, 2015/03/20) */
Not Resolved. Standoff.