Shottenkirk Toyota

This customer purchased his Toyota Tundra on 10/11/The salesperson who sold him the truck is no longer employed here, but our Sales Manager who was involved with the transaction remembers this account vividlyThe customer called to complain about the scratches days after his purchase and
later admitted to us that the scratches were not there at time of deliveryWe still agreed to fix these scratches for him on his brand new truck because we felt it was the right thing to doOur Detail Manager actually recognized the scratches on the truck at that timeHe asked the customer how he was washing the truckThe customer informed us that he was washing it at the car wash and used the brush providedWe see scratches from these car wash brushes all of the time, and that's how our detail manager recognized the scratchesWe fixed the scratches to his liking and sent him on his way.As he claims, after he washes again, the scratches show up once againThis is because he continued to use the brush at the car wash even after we told him that those are notorious for scratching paint on vehiclesWe buffed the vehicle and fixed the scratches once again to his liking.The third time, as he again admits, he washed his truck presumably at the car wash, presumably using the brush once again and the scratches came backHe complains to us about it, we agree to once again fix the issue but tell him that this is the last timeWe do this for him on 3/16/We also recommend at this time that he go purchase microfiber products, which he does and brings back for us to look at to make sure he purchased the right productMy detail manager assures me that day after we buffed and washed his truck to repair the scratches that he was 100% satisfied with how it looked.Repeatedly washing a vehicle, even with microfiber products, will create very small scratches and swirl marks over timeThese marks are especially noticeable on a brand new vehicle with black paintWe fixed the scratches he caused on three separate occasions just for the sake of providing exceptional customer service, and on the last encounter told him that was the last time we were doing itWe never charged him a cent for those three repairs and don't feel that we are in any way responsible for the scratches continuously re-occurring due to how he chooses to wash his vehicle

Initial Business Response /* (1000, 5, 2015/07/17) */
Contact Name and Title: *** *** gm
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@shottenkirk.com
our dealership is in ILWe do not have an inspection process in order to register the vehicle in our stateThis vehicle was sold
as-isI called him back yesterday and left a voice mailHe has not called back yet