To Whom It May Concern, We have attempted to respond to this client with a message left on an answering machine and now this email that I will post belowThe customer's original request was not to be called or bothered, which renders reaching out to address this situation difficult at best That said, here's our responseMr [redacted] ,I'm following up on a recent complaint filed on my dealership to the Revdex.com, but more importantly our attempts to follow up with you directlyOur General Sales Manager, Chad C***, left a message on what he believes to be a house phone several days ago with some explanation on our position on this and what we wanted to do to address your dissatisfactionI was a bit taken back to have received a 2nd complaint indicating phone calls aren't being returned or we haven't reached out to you, so I'll attempt using this email address.Toyota is migrating it's engine platforms so that eventually all of our vehicles will be able to run on synthetic oil at the 10,mile intervalsThe improvements in technology, engineering and even the quality of the oil and filters have all contributed to this tremendous shift in what used to be every 3k miles or months, whichever came firstWhile this shift is still occurring it brings us pause to have to remember which models qualify for the 10k synthetic intervals vs the conventional 5k oil scheduleTo hear that David M***, a seasoned sales consultant, advised you improperly was disappointing to me as wellSince Toyota pays my dealership to perform the recommended service under Toyota Care, there was zero benefit to him or the dealership to advise you improperlyQuite the contrary in factAs gesture of goodwill we will gladly change your oil with the synthetic oil product every 5k miles as you feel it was presented to youI will do this outside the parameters of the Toyota Care program and effectively cover the cost of the added intervals personallyWhile there's very little mechanical benefit of doing this for the long term care of your Venza, we will oblige until the Toyota Care complimentary maintenance expires at 25,miles or years from date of first use, whichever comes firstI will ask my service manager to add these notes to your vehicle profile so when you make an appointment to have the work done here, we will know it's no charge for the oil, filters and labor to change themMy dealership has a rather impeccable reputation for customer satisfaction so it's important to me that you're satisfied with the outcome, even if the means to getting to this point leave something to be desiredThere's a good reason why so many people you live near in Noblesville make the trek to Muncie for their Toyotas and in time, I hope to prove that to you as wellPlease retain my contact information here as I will always be available to you for anything you need moving forwardThanks again for letting us know about our missteps during the sales process and a chance to correct itHave a great Memorial Day weekend and enjoy that new car!
To Whom It May Concern, We have attempted to respond to this client with a message left on an answering machine and now this email that I will post belowThe customer's original request was not to be called or bothered, which renders reaching out to address this situation difficult at best That said, here's our responseMr [redacted] ,I'm following up on a recent complaint filed on my dealership to the Revdex.com, but more importantly our attempts to follow up with you directlyOur General Sales Manager, Chad C***, left a message on what he believes to be a house phone several days ago with some explanation on our position on this and what we wanted to do to address your dissatisfactionI was a bit taken back to have received a 2nd complaint indicating phone calls aren't being returned or we haven't reached out to you, so I'll attempt using this email address.Toyota is migrating it's engine platforms so that eventually all of our vehicles will be able to run on synthetic oil at the 10,mile intervalsThe improvements in technology, engineering and even the quality of the oil and filters have all contributed to this tremendous shift in what used to be every 3k miles or months, whichever came firstWhile this shift is still occurring it brings us pause to have to remember which models qualify for the 10k synthetic intervals vs the conventional 5k oil scheduleTo hear that David M***, a seasoned sales consultant, advised you improperly was disappointing to me as wellSince Toyota pays my dealership to perform the recommended service under Toyota Care, there was zero benefit to him or the dealership to advise you improperlyQuite the contrary in factAs gesture of goodwill we will gladly change your oil with the synthetic oil product every 5k miles as you feel it was presented to youI will do this outside the parameters of the Toyota Care program and effectively cover the cost of the added intervals personallyWhile there's very little mechanical benefit of doing this for the long term care of your Venza, we will oblige until the Toyota Care complimentary maintenance expires at 25,miles or years from date of first use, whichever comes firstI will ask my service manager to add these notes to your vehicle profile so when you make an appointment to have the work done here, we will know it's no charge for the oil, filters and labor to change themMy dealership has a rather impeccable reputation for customer satisfaction so it's important to me that you're satisfied with the outcome, even if the means to getting to this point leave something to be desiredThere's a good reason why so many people you live near in Noblesville make the trek to Muncie for their Toyotas and in time, I hope to prove that to you as wellPlease retain my contact information here as I will always be available to you for anything you need moving forwardThanks again for letting us know about our missteps during the sales process and a chance to correct itHave a great Memorial Day weekend and enjoy that new car!