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
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 annoyance. He 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 change. He 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[redacted]President/General ManagerToyota of Puyallup[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
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 annoyance. He 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 change. He 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[redacted]President/General ManagerToyota of Puyallup[redacted]