To Mrs. [redacted], I think it may be best if we set up a meeting to review all of the documents in person. It is clear from the original negotiation worksheet that Mark (salesperson) presented that $2000 was coming from you and $650 would come from a GAP refund on the vehicle you traded...
in. This is the sole reason you wrote the $650 check to be held for 30 days. There would be no other reason for you to write us a hold check for deposit. All of the documents you and your husband signed show $2650 down payment. Teresa has been with us for more than 20 years and she would never try to mislead you (or ANY customer) regarding a business transaction. Instead, she worked hard to secure a better rate of interest when all other banks had denied credit. We are more than willing to own a mistake, but in this transaction our only shortfall was not advising you better on how to apply for the GAP refund. Once we learned that you needed assistance with this, we made all the calls and extended the hold check for ANOTHER 30+ days. If you didn’t think you owed this money, why did you mention to Teresa the day you and your husband were here that you could pay the $650 versus giving us another hold check? Your actions indicate that you understood and agreed to the $2650 down payment, and you demonstrated your understanding by signing all the documents and writing us the two down payment checks – one for $2000 and one for $650. The only way BECU would approve the loan (after several others denied credit) was with the $2650 down payment. We are not able to “refund” part your down payment as this would be considered a dealer rebate and would invalidate the loan agreement. I sincerely hoped what I offered would make you and your husband happy in light of any misunderstanding that may have occurred. To reiterate, we are offering the following: The down payment you agreed to in writing was $2650. (This amount was listed on the signed contracts that were emailed to you yesterday.) As discussed, $650 of this was coming from a refund on a prior GAP policy. The actual refund that is being sent to you is roughly $450. Even though you are obligated under the contract to pay the $650, we are willing to cover the shortage of roughly $200. In addition, we will send you a $200 Amazon Gift Card in an act of “good will” to make up for any misunderstanding. In total, we are offering a total of $400.00 to remedy any bad feelings and resolve this issue. We are still willing to honor this gesture and can have the check/gift card in the mail to you today. I look forward to hearing back from you. Sincerely, Kerry [redacted] | President Toyota of Puyallup | www.toyotaofpuyallup.com direct. 253.286.[redacted] main. 253.286.6000 fax. 253.286.6061 | [redacted]@toyotaofpuyallup.com “Like” or “Follow” us for special discounts and information! ell us why here...
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]
To Mrs. [redacted], I think it may be best if we set up a meeting to review all of the documents in person. It is clear from the original negotiation worksheet that Mark (salesperson) presented that $2000 was coming from you and $650 would come from a GAP refund on the vehicle you traded...
in. This is the sole reason you wrote the $650 check to be held for 30 days. There would be no other reason for you to write us a hold check for deposit. All of the documents you and your husband signed show $2650 down payment. Teresa has been with us for more than 20 years and she would never try to mislead you (or ANY customer) regarding a business transaction. Instead, she worked hard to secure a better rate of interest when all other banks had denied credit. We are more than willing to own a mistake, but in this transaction our only shortfall was not advising you better on how to apply for the GAP refund. Once we learned that you needed assistance with this, we made all the calls and extended the hold check for ANOTHER 30+ days. If you didn’t think you owed this money, why did you mention to Teresa the day you and your husband were here that you could pay the $650 versus giving us another hold check? Your actions indicate that you understood and agreed to the $2650 down payment, and you demonstrated your understanding by signing all the documents and writing us the two down payment checks – one for $2000 and one for $650. The only way BECU would approve the loan (after several others denied credit) was with the $2650 down payment. We are not able to “refund” part your down payment as this would be considered a dealer rebate and would invalidate the loan agreement. I sincerely hoped what I offered would make you and your husband happy in light of any misunderstanding that may have occurred. To reiterate, we are offering the following: The down payment you agreed to in writing was $2650. (This amount was listed on the signed contracts that were emailed to you yesterday.) As discussed, $650 of this was coming from a refund on a prior GAP policy. The actual refund that is being sent to you is roughly $450. Even though you are obligated under the contract to pay the $650, we are willing to cover the shortage of roughly $200. In addition, we will send you a $200 Amazon Gift Card in an act of “good will” to make up for any misunderstanding. In total, we are offering a total of $400.00 to remedy any bad feelings and resolve this issue. We are still willing to honor this gesture and can have the check/gift card in the mail to you today. I look forward to hearing back from you. Sincerely, Kerry [redacted] | President Toyota of Puyallup | www.toyotaofpuyallup.com direct. 253.286.[redacted] main. 253.286.6000 fax. 253.286.6061 | [redacted]@toyotaofpuyallup.com “Like” or “Follow” us for special discounts and information! ell us why here...
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]