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From: Peter L [redacted] [Jim Coleman Toyota] < [redacted] >Date: Fri, Sep 29, at 10:AMSubject: [FWD: Re: Mr [redacted] from Jim Coleman Toyota]To: Better Bureau Could someone resend Mr [redacted] the ability to complete his Revdex.com findings, we've come to an amicable resolution, where we've researched other similar and reputable franchise dealerships for a service quote and informed the consumer of our findings, and matched the lowest price quote from another dealer.Customer asked for the full $400, where as a visiting customer from UT, our market prices were very competitive, and have come to agreement in refunding $200, which matches a local competitive dealer nearby in the D.CMetro Area.You may post our commentary mentioned above as you please and deem neccesary.Thank You,Peter L**Business Development DirectorJim Coleman Automotive [redacted] AveBethesda, MD 20817###-###-####

To whom it may concern, [redacted] ***'s vehicle is currently in the Jim Coleman Toyota service center for a manufacture recall on the airbag The airbag light is currently on and due to safety concerns we have thus far been unable to return the vehicle to [redacted] *** Unfortunately the necessary parts for the recall are on national back order from Toyota and we do not have an alterantive remedy apart from waiting for the necessary parts to be released We would love to expedite the process for [redacted] ***, but we are at the mercy of Toyota's parts situation Our service manager Richard G [redacted] reached out the [redacted] today to further expand on the situation [redacted] is currently driving a rental car that is being subsidized by Toyota for the length of the term he has been in it We would be happy to assist [redacted] ***, in upgrading to a new vehicle should he nolonger want to wait for vehicle to be repaired.Sincerely,Patrick C [redacted] Jim Coleman Toyota

Our Jim Coleman Toyota Service Manager, Rich G[redacted], has made several attempts to reach out to the customer and offer an amicable resolution, in order to fully satisfy our customer. We fully support our customers' satisfaction and happiness, and are saddened to hear that we are learning of this...

matter through an outside party, particularly the Revdex.com. We'd love the opportunity to make sure our customers are happy and well cared for. Please ensure that we are here to resolve this issue to the best of our ability. We take pride in making sure our customers keep entrusting in us, for years to come with all their automotive needs. Please have Mr. [redacted] contact Rich G[redacted] directly at ###-###-#### or [redacted] and also cc: Peter L** [redacted] ###-###-####. Thank You for giving us the opportunity to resolve this matter.

In reviewing [redacted]'s most recent correspondence with the dealership he is correct that our staff neglected to respond to his emails.  This was likely because he was no longer an active customer in our crm and his emails were being delivered in the same fashion they conventionally are.  In...

discussing this with both Vince and Larry they agree that they did overlook these emails and were not intentionally avoiding responding.  Vince further stated that he was reaching out to the incorrect phone number which was [redacted]'s mothers number.  We of course will agree to cover [redacted]'s travel expenses from his orginal trip to the dealership.  We apologize for any inconvenience and the poor experience [redacted] had as it is not in line with our standards or mission.

To whom it may concern,[redacted]'s vehicle is currently in the Jim Coleman Toyota service center for a manufacture recall on the airbag.  The airbag light is currently on and due to safety concerns we have thus far been unable to return the vehicle to [redacted].  Unfortunately the necessary...

parts for the recall are on national back order from Toyota and we do not have an alterantive remedy apart from waiting for the necessary parts to be released.  We would love to expedite the process for [redacted], but we are at the mercy of Toyota's parts situation.  Our service manager Richard G[redacted] reached out the [redacted] today to further expand on the situation.  [redacted] is currently driving a rental car that is being subsidized by Toyota for the length of the term he has been in it.  We would be happy to assist [redacted], in upgrading to a new vehicle should he nolonger want to wait for vehicle to be repaired.Sincerely,Patrick C[redacted]Jim Coleman Toyota

Our General Sales Manager Arslan A[redacted] spoke with the customer on 6/24/16.   He has left several messages for the customer prior but just connected on the 24th.  Arslan addressed the issues with the customer and the customer will be coming in to the dealership to have some the items...

resolved in the service department.  At this point the customer is satisfied.

From: Peter L** [Jim Coleman Toyota] <[redacted]>Date: Fri, Sep 29, 2017 at 10:36 AMSubject: [FWD: Re: Mr. [redacted] from Jim Coleman Toyota]To: Better Bureau <[email protected]>Could someone resend Mr. [redacted] the ability to complete his Revdex.com findings, we've come to an amicable resolution, where we've researched 3 other similar and reputable franchise dealerships for a service quote and informed the consumer of our findings, and matched the lowest price quote from another dealer.Customer asked for the full $400, where as a visiting customer from UT, our market prices were very competitive, and have come to agreement in refunding $200, which matches a local competitive dealer nearby in the D.C. Metro Area.You may post our commentary mentioned above as you please and deem neccesary.Thank You,Peter L**Business Development DirectorJim Coleman Automotive[redacted] AveBethesda, MD 20817###-###-####