My apologies....I didn't realize we had already reached out to a field specialist This should validate the fact that we (and the Toyota manufacturer representative) are unable to verify that the vibration is outside of factory specifications Believe me, if we knew how to alleviate this concern, we would There would be no reason for us to not take care of a customer concern, if we knew how to fix it I might suggest getting another Toyota dealers opinion or have them attempt to make a repair I'm not sure what else to recommend You are free to consult with an attorney They may advise you to pursue the Lemon Law, but this concern does not qualify as such and I'd hate for you to get bad advice If you are interested in trading the vehicle in, we could work with you on that, or buy the vehicle from you outright if you wanted to purchase another brand (which we hope not)! Again, I'm sorry you are not happy with the performance of your Toyota Thank you Kerry S [redacted] President
We have inspected the vehicle of Mr [redacted] and decided to replace the vehicle, free of charge, to prevent any future problems or ill-will Our partners at Toyota Financial Services are allowing us to do a "substitution of collateral" for the existing loan Mr [redacted] will be in this Friday at 3pm to do the vehicle swap We hope this will satisfy the complaint Feel free to contact me directly with any questions or concerns (253) 286- Thank you Kerry S [redacted] President
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, [redacted]
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution will never be solvedI get the same answer from them with no proofI GIVE UP!Sincerely, [redacted] ***
Hi,My apologies for the late response...I've been out of the office Our Assistant Service Manager/Customer Relations Mananger has had several conversations with Mr [redacted] about the seat in his FJ Cruiser I've attached the conversation that he and I had regarding Mr [redacted] complaint of his vehicle, to better explain the situation: The customer is complaining about a slight movement in the seatassembly while driving Picture if you grabbed the front of the seatbottom and kind of pulled up on it how there might be a slight click up anddown This condition does not cause any drive-ability issues, it’s moreof an annoyanceHe states this condition has existed since the vehiclewas new it is not something that has recently begun to occur Weduplicated the concern and, last fall, replaced the seat frame assembly for himunder warranty thinking it might be something that is abnormal It didnot improve it, however He brought it again to us last week to recheckand explore another seat frame or other repairs This time, we were ableto compare it to several other FJ vehicles One was [redacted] wife’s andtwo were in the shop All have the same condition So, I advisedMr [redacted] that we cannot do any further repairs at this time based on the factthat:A The condition has existed since new.B The condition exists in other like vehicles.C We attempted a repair on it without any changeHe asked us to install a seat from a different model because hehas researched that 4Runner and Tacoma seats fit in his vehicle I toldhim that was not a possibility that Toyota would allow, unfortunately Idid offer him to take it to a place like Mobility Systems and have them take alook at it Although there would likely be a charge to him, they may beable to come up with some type of shim or system that eliminates this forhim They specialize in handicap alterations and modifications Ialso suggested he look into used seats from a junk yard (a pretty common thingpeople do) but he does not feel he should have to do that I’ve spent a TON of time trying to assist him with this and havebeen patient and thorough I even advised him that his complaint may bebetter directed at Toyota since we don’t design the vehicles To summarize....since the condition exists in other vehicles and it doesn't create a "driveability" or "safety" issue, Toyota will not allow us to do anything else under warranty for this customer If Mr [redacted] would like to take this further, he could contact the corporate office at Toyota and file some type of complaint that way We cannot do this on behalf of the customer.If Mr [redacted] would like to pursue this, we'd be happy to provide the appropriate contact information Please have him contact Rich C [redacted] in our service department.Thank you.Kerry S*President/General ManagerToyota of Puyallup [redacted]
I was unable to respond to this claim.
I am satisfied with the result of the claimToyota Financial has done a substation of collateral my vehicleAs I would most likely return to Toyota of Puyallup as a buyer of a vehicle, I would however Not recommend their service department nor will I ever use the service department again.
Rich, Steve, and Kerry really proved that Toyota of Puyallup is truly sorry for the mistakes they made along the way
It is true that we accidentally damaged their vehicle while it was in our care The person that communicated what happened was not the same person that got into the accident so I believe the exact details may have been lost in translation I can assure you we were not trying to hide from
anything or lie We told the customer we were going to send the vehicle out to be repaired and at that point, they did not tell us not to, so we proceeded In fact, Mr*** went to the body shop, inspected the vehicle and again, did not say to stop repairs so we continued to repair our mistake to the best of our ability I told the customer when I spoke to him on the phone that we would make it 'better than new'....that is the type of repairs that our body shop partners perform and the type of business we are I felt horrible this happened and wanted to make sure he knew our repair attempt was to make it so you'd never know the vehicle was involved in this accident on our lot He asked if we'd be filing a claim, and I mentioned two things - the amount of the repair was UNDER our deductible amount so there would be no reason to AND, that if it did get reported, the repair "may" then show up on a Carfax He said he bought this van (from another dealership) because it DIDN'T have a Carfax and I knew that was important to him He was concerned about diminished value and I assured him this damage wasn't structural, the body shop would do a great job, and that it is highly unlikely there would be any diminished value, when/if he decides to trade it in or sell it I did in fact say that most used vehicles are involved in some type of incident or accident, whether it's a shopping cart dent, bumper damage, etc Just because there isn't a reported Carfax report doesn't mean it hasn't had repair work done In fact, the vehicle that Mr*** purchased had previous repairs made on it prior to it being damaged on our lot I was not trying to make excuses or cover anything up - I was simply stating the facts.We already offered to fully repair the ***'s vehicle AND give him $to cover any possible diminished value In addition, we have provided him a complimentary loaner car while his vehicle has been out for repairs The question of a inoperable seat belt came up when we went to deliver the repaired van to Mr*** While we don't know for sure this happened from the accident, we were able to get the belt back in it's 'track' and make it right To show we wanted to go above and beyond for Mr***, we are replacing the entire seat belt at our expense.Regarding the insurance information - we are happy to provide that information but we do not intend to file a claim That is our choice based on the cost of the repair, our claims experience, etc We are not refusing to give anything, we were just trying to handle this amicably and by paying directly for any damage we caused.As it stands now, we intend to have the seat belt assembly installed and return the vehicle to Mr*** on Tuesday the 13th or Wednesday the 14th of June He denied our goodwill offer of $1000.00, in addition to fully repairing the vehicle, so we intend to deliver his fully repaired vehicle to him and get our loaner vehicle back.Please feel free to contact me directly if you need additional information or have any questions 253.286.6060.Thank you.Kerry S*PresidentToyota of Puyallup
Complaint: ***I am rejecting this response because: The Toyota technical field specialist was the one that compared my car to the other one on 19, Octinvoice noThey told me the other car was worse than mine and that Toyota was actively searching for this problem with the hybrid and my car was safe to driveThey should know the specialist from the Toyota company checked my car already, they are the ones that set up the appointmentTo me there is clearly a noticeable vibration in my car (I drive it every day) they do notLong trips in the car are hard on me, because of my disabilityAfter driving the car I am shacking just like I am still in the carI have no problem with the dealership, it is with ToyotaI have a question; Do I need to get a lawyer?Sincerely,*** ***
I've been in touch with *** via Yelp and we are taking steps to help remedy the poor service he received on his last visit with usAs he mentioned, prior to this visit, he has had stellar service with our dealership We appreciate his business and will work with him to resolve his
concerns.Thank you.Kerry S***, PresidentToyota of Puyallup
We are working with Ms*** to repair or replace her vehicle She will be bringing it by tomorrow for us to inspect the damage We are VERY sorry that this happened and will be taking appropriate action to make her happy We are still unsure as to why her vehicle would have been
delivered back to her with water damage We are still investigating (internally) how this happened We take customer service VERY seriously and feel terrible this incident occurred We will work directly with Ms*** and Toyota Financial Services (if necessary) to make this right
Please feel to contact me directly if you have any questions or concerns with our response
Sincerely,
Kerry S***
President
Toyota of Puyallup
We attempted to repair a driveability issue with Mr*** vehicle but were unable to duplicate it (or, find that it was outside of factory specifications) We compared it to another vehicle of similar trim level and mileage and also tried swapping out the wheels and tires to see if that
made a difference Unfortunately, we did not notice an improvement or change when attempting these remedies It's of course our goal to find and repair problems, this is how we get paid We would have no reason to "not" fix a problem if we were able to discover one
If interested, we could ask Toyota's Technical Field Specialist to inspect Mr*** vehicle on his next visit We can't promise that he will be able to find anything, but we'd be happy to help facilitate that If interested, please contact our Service Manager, Rich C*** at or via email ***@toyotaofpuyallup.com to coordinate
We apologize that Mr*** is not happy with the ride of his vehicle and wish there was something more that we could do
Thank you
Kerry S***
President
Complaint: ***I am rejecting this response because:i disagree, this is not a resolution to this problem which you admit existsExplaining the deficiency does not make it go away or excuse the lack of solution to this problem.Sincerely,*** ***
Complaint: [redacted]I am rejecting this response because: I met with a Service dept manager on Friday the 28th, there has been no resolution at this point to the issue of my vehicle. I am still waiting on response as to the replacement of my vehicle. at this point there is absolutely no resolution. Sincerely,[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
We have inspected the vehicle of Mr. [redacted] and decided to replace the vehicle, free of charge, to prevent any future problems or ill-will. Our partners at Toyota Financial Services are allowing us to do a "substitution of collateral" for the existing loan. Mr. [redacted] will be in this Friday at 3pm to do the vehicle swap. We hope this will satisfy the complaint.
Feel free to contact me directly with any questions or concerns (253) 286-6060.
The response if from our service manager, Rich C[redacted]. He has already taken action to resolve the issue. I apologize for any misunderstanding. We certiainly would never try to sell or offer something that we didn't feel was necessary. And, it is always the customers choice to...
approve or deny any of our services. Thank you for bringing this to our attention.Sincerely,Kerry S[redacted]PresidentToyota of PuyallupResponse written by Rich C[redacted]:We adopted a policy of replacing the PCV valve at 60,000 miles on04-09 Prius because it has the possibility of leaking oil into the intake andcausing runability problems and sometimes check engine lights. Toyota hada Tech Tip on this but it’s been since canceled. However, they never hada replacement interval in their owner’s manual. Because of the highnumber of problems we were seeing with this, we adopted the policy to replaceat 60,000 mile intervals to prevent the issue from occurring… which itdid. However, I learned after this customer’s complaint and myconsequent phone call to our FTS, that this particular problem occurs only inthat generation of Prius vehicles. This customer’s is a 2010 and thedesign of the intake is different. We have since removed the additionalservice from our menu services and I refunded the customer the difference inthe service from PCV valve to no PCV valve (approximately $116). Heshould be receiving the check this week.
My apologies....I didn't realize we had already reached out to a field specialist. This should validate the fact that we (and the Toyota manufacturer representative) are unable to verify that the vibration is outside of normal factory specifications. Believe me, if we knew how to alleviate this concern, we would. There would be no reason for us to not take care of a customer concern, if we knew how to fix it. I might suggest getting another Toyota dealers opinion or have them attempt to make a repair. I'm not sure what else to recommend. You are free to consult with an attorney. They may advise you to pursue the Lemon Law, but this concern does not qualify as such and I'd hate for you to get bad advice.
If you are interested in trading the vehicle in, we could work with you on that, or buy the vehicle from you outright if you wanted to purchase another brand (which we hope not)!
Again, I'm sorry you are not happy with the performance of your Toyota.
Thank you.
Kerry S[redacted]
President
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution will never be solved. I get the same answer from them with no proof. I GIVE UP!Sincerely, [redacted]
Complaint: [redacted]
I am rejecting this response because: We will be seeking legal opinions with regards to the Federally Mandated Consumer Protection Law.
Sincerely,
[redacted]
Hi, [redacted] -We would be happy to keep the vehicle for an extended period of time to try and duplicate the problem. Feel free to contact the same Service Advisor, Shawn D[redacted], and he will do the road test himself. He can be reached directly at (253) 286-6006 or our main service number...
is (253)286-6100. We are sorry we weren't able to get this issue resolved on your first visit. We'd be happy to fill up your gas tank to compensate you for the extra visit. Thank you.Kerry S[redacted]President
My apologies....I didn't realize we had already reached out to a field specialist This should validate the fact that we (and the Toyota manufacturer representative) are unable to verify that the vibration is outside of factory specifications Believe me, if we knew how to alleviate this concern, we would There would be no reason for us to not take care of a customer concern, if we knew how to fix it I might suggest getting another Toyota dealers opinion or have them attempt to make a repair I'm not sure what else to recommend You are free to consult with an attorney They may advise you to pursue the Lemon Law, but this concern does not qualify as such and I'd hate for you to get bad advice If you are interested in trading the vehicle in, we could work with you on that, or buy the vehicle from you outright if you wanted to purchase another brand (which we hope not)! Again, I'm sorry you are not happy with the performance of your Toyota Thank you Kerry S [redacted] President
We have inspected the vehicle of Mr [redacted] and decided to replace the vehicle, free of charge, to prevent any future problems or ill-will Our partners at Toyota Financial Services are allowing us to do a "substitution of collateral" for the existing loan Mr [redacted] will be in this Friday at 3pm to do the vehicle swap We hope this will satisfy the complaint Feel free to contact me directly with any questions or concerns (253) 286- Thank you Kerry S [redacted] President
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, [redacted]
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution will never be solvedI get the same answer from them with no proofI GIVE UP!Sincerely, [redacted] ***
Hi,My apologies for the late response...I've been out of the office Our Assistant Service Manager/Customer Relations Mananger has had several conversations with Mr [redacted] about the seat in his FJ Cruiser I've attached the conversation that he and I had regarding Mr [redacted] complaint of his vehicle, to better explain the situation: The customer is complaining about a slight movement in the seatassembly while driving Picture if you grabbed the front of the seatbottom and kind of pulled up on it how there might be a slight click up anddown This condition does not cause any drive-ability issues, it’s moreof an annoyanceHe states this condition has existed since the vehiclewas new it is not something that has recently begun to occur Weduplicated the concern and, last fall, replaced the seat frame assembly for himunder warranty thinking it might be something that is abnormal It didnot improve it, however He brought it again to us last week to recheckand explore another seat frame or other repairs This time, we were ableto compare it to several other FJ vehicles One was [redacted] wife’s andtwo were in the shop All have the same condition So, I advisedMr [redacted] that we cannot do any further repairs at this time based on the factthat:A The condition has existed since new.B The condition exists in other like vehicles.C We attempted a repair on it without any changeHe asked us to install a seat from a different model because hehas researched that 4Runner and Tacoma seats fit in his vehicle I toldhim that was not a possibility that Toyota would allow, unfortunately Idid offer him to take it to a place like Mobility Systems and have them take alook at it Although there would likely be a charge to him, they may beable to come up with some type of shim or system that eliminates this forhim They specialize in handicap alterations and modifications Ialso suggested he look into used seats from a junk yard (a pretty common thingpeople do) but he does not feel he should have to do that I’ve spent a TON of time trying to assist him with this and havebeen patient and thorough I even advised him that his complaint may bebetter directed at Toyota since we don’t design the vehicles To summarize....since the condition exists in other vehicles and it doesn't create a "driveability" or "safety" issue, Toyota will not allow us to do anything else under warranty for this customer If Mr [redacted] would like to take this further, he could contact the corporate office at Toyota and file some type of complaint that way We cannot do this on behalf of the customer.If Mr [redacted] would like to pursue this, we'd be happy to provide the appropriate contact information Please have him contact Rich C [redacted] in our service department.Thank you.Kerry S
*President/General ManagerToyota of Puyallup [redacted]
I was unable to respond to this claim.
I am satisfied with the result of the claimToyota Financial has done a substation of collateral my vehicleAs I would most likely return to Toyota of Puyallup as a buyer of a vehicle, I would however Not recommend their service department nor will I ever use the service department again.
Rich, Steve, and Kerry really proved that Toyota of Puyallup is truly sorry for the mistakes they made along the way
It is true that we accidentally damaged their vehicle while it was in our care The person that communicated what happened was not the same person that got into the accident so I believe the exact details may have been lost in translation I can assure you we were not trying to hide from
*PresidentToyota of Puyallup
anything or lie We told the customer we were going to send the vehicle out to be repaired and at that point, they did not tell us not to, so we proceeded In fact, Mr*** went to the body shop, inspected the vehicle and again, did not say to stop repairs so we continued to repair our mistake to the best of our ability I told the customer when I spoke to him on the phone that we would make it 'better than new'....that is the type of repairs that our body shop partners perform and the type of business we are I felt horrible this happened and wanted to make sure he knew our repair attempt was to make it so you'd never know the vehicle was involved in this accident on our lot He asked if we'd be filing a claim, and I mentioned two things - the amount of the repair was UNDER our deductible amount so there would be no reason to AND, that if it did get reported, the repair "may" then show up on a Carfax He said he bought this van (from another dealership) because it DIDN'T have a Carfax and I knew that was important to him He was concerned about diminished value and I assured him this damage wasn't structural, the body shop would do a great job, and that it is highly unlikely there would be any diminished value, when/if he decides to trade it in or sell it I did in fact say that most used vehicles are involved in some type of incident or accident, whether it's a shopping cart dent, bumper damage, etc Just because there isn't a reported Carfax report doesn't mean it hasn't had repair work done In fact, the vehicle that Mr*** purchased had previous repairs made on it prior to it being damaged on our lot I was not trying to make excuses or cover anything up - I was simply stating the facts.We already offered to fully repair the ***'s vehicle AND give him $to cover any possible diminished value In addition, we have provided him a complimentary loaner car while his vehicle has been out for repairs The question of a inoperable seat belt came up when we went to deliver the repaired van to Mr*** While we don't know for sure this happened from the accident, we were able to get the belt back in it's 'track' and make it right To show we wanted to go above and beyond for Mr***, we are replacing the entire seat belt at our expense.Regarding the insurance information - we are happy to provide that information but we do not intend to file a claim That is our choice based on the cost of the repair, our claims experience, etc We are not refusing to give anything, we were just trying to handle this amicably and by paying directly for any damage we caused.As it stands now, we intend to have the seat belt assembly installed and return the vehicle to Mr*** on Tuesday the 13th or Wednesday the 14th of June He denied our goodwill offer of $1000.00, in addition to fully repairing the vehicle, so we intend to deliver his fully repaired vehicle to him and get our loaner vehicle back.Please feel free to contact me directly if you need additional information or have any questions 253.286.6060.Thank you.Kerry S
Complaint: ***I am rejecting this response because: The Toyota technical field specialist was the one that compared my car to the other one on 19, Octinvoice noThey told me the other car was worse than mine and that Toyota was actively searching for this problem with the hybrid and my car was safe to driveThey should know the specialist from the Toyota company checked my car already, they are the ones that set up the appointmentTo me there is clearly a noticeable vibration in my car (I drive it every day) they do notLong trips in the car are hard on me, because of my disabilityAfter driving the car I am shacking just like I am still in the carI have no problem with the dealership, it is with ToyotaI have a question; Do I need to get a lawyer?Sincerely,*** ***
I've been in touch with *** via Yelp and we are taking steps to help remedy the poor service he received on his last visit with usAs he mentioned, prior to this visit, he has had stellar service with our dealership We appreciate his business and will work with him to resolve his
concerns.Thank you.Kerry S***, PresidentToyota of Puyallup
We are working with Ms*** to repair or replace her vehicle She will be bringing it by tomorrow for us to inspect the damage We are VERY sorry that this happened and will be taking appropriate action to make her happy We are still unsure as to why her vehicle would have been
delivered back to her with water damage We are still investigating (internally) how this happened We take customer service VERY seriously and feel terrible this incident occurred We will work directly with Ms*** and Toyota Financial Services (if necessary) to make this right
Please feel to contact me directly if you have any questions or concerns with our response
Sincerely,
Kerry S***
President
Toyota of Puyallup
We attempted to repair a driveability issue with Mr*** vehicle but were unable to duplicate it (or, find that it was outside of factory specifications) We compared it to another vehicle of similar trim level and mileage and also tried swapping out the wheels and tires to see if that
made a difference Unfortunately, we did not notice an improvement or change when attempting these remedies It's of course our goal to find and repair problems, this is how we get paid We would have no reason to "not" fix a problem if we were able to discover one
If interested, we could ask Toyota's Technical Field Specialist to inspect Mr*** vehicle on his next visit We can't promise that he will be able to find anything, but we'd be happy to help facilitate that If interested, please contact our Service Manager, Rich C*** at or via email ***@toyotaofpuyallup.com to coordinate
We apologize that Mr*** is not happy with the ride of his vehicle and wish there was something more that we could do
Thank you
Kerry S***
President
Complaint: ***I am rejecting this response because:i disagree, this is not a resolution to this problem which you admit existsExplaining the deficiency does not make it go away or excuse the lack of solution to this problem.Sincerely,*** ***
Complaint: [redacted]I am rejecting this response because: I met with a Service dept manager on Friday the 28th, there has been no resolution at this point to the issue of my vehicle. I am still waiting on response as to the replacement of my vehicle. at this point there is absolutely no resolution. Sincerely,[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
We have inspected the vehicle of Mr. [redacted] and decided to replace the vehicle, free of charge, to prevent any future problems or ill-will. Our partners at Toyota Financial Services are allowing us to do a "substitution of collateral" for the existing loan. Mr. [redacted] will be in this Friday at 3pm to do the vehicle swap. We hope this will satisfy the complaint.
Feel free to contact me directly with any questions or concerns (253) 286-6060.
Thank you.
Kerry S[redacted]
President
The response if from our service manager, Rich C[redacted]. He has already taken action to resolve the issue. I apologize for any misunderstanding. We certiainly would never try to sell or offer something that we didn't feel was necessary. And, it is always the customers choice to...
approve or deny any of our services. Thank you for bringing this to our attention.Sincerely,Kerry S[redacted]PresidentToyota of PuyallupResponse written by Rich C[redacted]:We adopted a policy of replacing the PCV valve at 60,000 miles on04-09 Prius because it has the possibility of leaking oil into the intake andcausing runability problems and sometimes check engine lights. Toyota hada Tech Tip on this but it’s been since canceled. However, they never hada replacement interval in their owner’s manual. Because of the highnumber of problems we were seeing with this, we adopted the policy to replaceat 60,000 mile intervals to prevent the issue from occurring… which itdid. However, I learned after this customer’s complaint and myconsequent phone call to our FTS, that this particular problem occurs only inthat generation of Prius vehicles. This customer’s is a 2010 and thedesign of the intake is different. We have since removed the additionalservice from our menu services and I refunded the customer the difference inthe service from PCV valve to no PCV valve (approximately $116). Heshould be receiving the check this week.
My apologies....I didn't realize we had already reached out to a field specialist. This should validate the fact that we (and the Toyota manufacturer representative) are unable to verify that the vibration is outside of normal factory specifications. Believe me, if we knew how to alleviate this concern, we would. There would be no reason for us to not take care of a customer concern, if we knew how to fix it. I might suggest getting another Toyota dealers opinion or have them attempt to make a repair. I'm not sure what else to recommend. You are free to consult with an attorney. They may advise you to pursue the Lemon Law, but this concern does not qualify as such and I'd hate for you to get bad advice.
If you are interested in trading the vehicle in, we could work with you on that, or buy the vehicle from you outright if you wanted to purchase another brand (which we hope not)!
Again, I'm sorry you are not happy with the performance of your Toyota.
Thank you.
Kerry S[redacted]
President
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution will never be solved. I get the same answer from them with no proof. I GIVE UP!Sincerely, [redacted]
Complaint: [redacted]
I am rejecting this response because: We will be seeking legal opinions with regards to the Federally Mandated Consumer Protection Law.
Sincerely,
[redacted]
Hi, [redacted] -We would be happy to keep the vehicle for an extended period of time to try and duplicate the problem. Feel free to contact the same Service Advisor, Shawn D[redacted], and he will do the road test himself. He can be reached directly at (253) 286-6006 or our main service number...
is (253)286-6100. We are sorry we weren't able to get this issue resolved on your first visit. We'd be happy to fill up your gas tank to compensate you for the extra visit. Thank you.Kerry S[redacted]President