Western Slope Ford

Customer put 8,miles on truck in three months Truck is used as commercial vehicle in roofing business Dealership turned rotor"s at no charge to customerI personally have been in touch with Mr [redacted] as GSM of dealership Truck was safety inspected in our shop and put on lift to check brakes and also sent out to detail prior to customer taking delivery without and knowledge of any mud on undercarriage Customer installed his own stereo system that may have caused battery to drain Truck was also sold as is except for factory warranty that was left on vehicle We do not want a upset customer but the time that elapsed since purchase and miles put on vehicle make it impossible to cover [redacted] is also not the owner of record as owner of this vehicle I assume he is the driver in the business

I understand that the customer is unhappy with the outcome of this situation and I empathize with him, but he removed all identify labels from the item, which makes the part unsellableThere is no assistance from the manufacturer to make it sellableI have contacted multiple representatives that have the power to assist us and they have all explained that there is nothing they can do to help usWe have to work within the policy and procedures of the manufacturerI also know the customer has contacted the manufacturer and they have told him the same thingUnfortunately by his own doing I am unable to help him with the return of the item he ordered incorrectlyThis is something I have explained this to him multiple timesThis is our final response as there is no more avenues I can explore to get assistance from the manufacturer to help the customer

I have talk with Mr [redacted] on multiple occasions concerning the Headliner that his wife purchased incorrectlyThe customer contacted us and we informed him we would return it if was returned in sellable conditionThe customer sent the box to us in late December with no notification it was coming and when it got here we had no idea where it had come fromOnce we figured out that it was from him we informed him that there was no identifying labels on the part and he said he removed themAt that point my counter person asked me to see if we could get new labels for it from our (PDC) Parts Distribution Center Manager, so we could return the part to ToyotaI made the calls to the PDC Manager and informed him of the situation and asked if there was a way to get new labels so we could relabel the box, and return the part back to ToyotaHe informed me that they are unable to relabel parts, and there was nothing he was able to help us withI called and informed [redacted] at that point and gave him the number to Toyota customer service [redacted] contacted them and they contacted me and asked me to contact my Toyota District Representative and see if there was any way he could assist usI called him and informed him of the situation and he explained to me that there was nothing that he was able to do to assist the customerHe suggested I contact the PDC Manager, since he would be the one who might be able to help, which I explained I had already doneSo I called [redacted] again and informed him that we had spoken with our District Representative from the Regional office and he was unable to help him either [redacted] informed me that Toyota customer service would be calling him back and that was the last I had talked to himYesterday I received two calls one from the Regional office and one from [redacted] at the Revdex.comI called both parties back today and explained the same thing that I have explained to [redacted] that I am unable to return the part to Toyota, because it isn’t in sellable condition and I am unable to get a return authorization from Toyota, because he removed the identifying labels from the box which makes it unsellableSince I am unable to return the part to Toyota, because it isn’t in a returnable or sellable condition I am unable to refund the customerSincerely, Orlando G***Parts DirectorWestern Slope Auto [redacted]

I understand that the customer is unhappy with the outcome of this situation and I empathize with him, but he removed all identify labels from the item, which makes the part unsellable. There is no assistance from the manufacturer to make it sellable. I have contacted multiple representatives that have the power to assist us and they have all explained that there is nothing they can do to help us. We have to work within the policy and procedures of the manufacturer. I also know the customer has contacted the manufacturer and they have told him the same thing. Unfortunately by his own doing I am unable to help him with the return of the item he ordered incorrectly. This is something I have explained this to him multiple times. This is our final response as there is no more avenues I can explore to get assistance from the manufacturer to help the customer.

02/21/2018ID# [redacted]Revdex.com:This letter is in response to the letter I  received on 02/15/2018 from the Revdex.com. The information states the first response from Western Slope Toyota to the Revdex.com case # [redacted]Orlando G[redacted] (Parts manager) letter is well written and correct in my recollection, although in the third sentence regarding the lack of knowledge on said package is incorrect.I spoke to several individuals at Western Slope Toyota; I spoke to Sheri, Orlando, & two other representatives .  On or about November 10th I called and spoke with one of these four representatives regarding  the shipment of the part.  At that point I was told I was to pay shipping fees as well as an additional handling/restocking fee. As long as the part was still new and had no damage. Nothing was  mentioned  about labeling on the exterior of the box.  I did open one corner of the box to ensure that the liner was in new condition and resealed the box, then shipped the package back to Western Slope on November 14th via Central Transport.After seven days of no response I called Western Slope on November 21st to verify that they received the package.  At that time I was told they did receive the headliner and that it had made it there safely without incident. To date, not once was I told that there was any damage to the part itself.  But what made the part unsellable was the fact that there was no label on the exterior of the box and there was no merit to the fact that the part was in pristine ,new condition.  The denial of refund is due exclusively to the missing label.Finally, I am hoping there will be an amendment made to the Toyota parts return policy to address this issue so as that future customers do not experience this injustice.  I would also like my refund minus 20% handling and  restocking fees.Thank you[redacted]

Customer put 8,000 miles on truck in three months.  Truck is used as commercial vehicle in roofing business.  Dealership turned rotor"s at no charge to customer. I personally have been in touch with Mr. [redacted] as GSM of dealership.  Truck was safety inspected in our shop and put on...

lift to check brakes and also sent out to detail prior to customer taking delivery without and knowledge of any mud on undercarriage.  Customer installed his own stereo system that may have caused battery to drain.  Truck was also sold as is except for factory warranty that was left on vehicle.  We do not want a upset customer but the time that elapsed since purchase and miles put on vehicle make it impossible to cover.  [redacted] is also not the owner of record as owner of this vehicle.  I assume he is the driver in the business.

I have talk with Mr. [redacted] on multiple occasions concerning the Headliner that his wife purchased incorrectly. The customer contacted us and we informed him we would return it if was returned in sellable condition. The customer sent the box to us in late December with no notification it was coming...

and when it got here we had no idea where it had come from. Once we figured out that it was from him we informed him that there was no identifying labels on the part and he said he removed them. At that point my counter person asked me to see if we could get new labels for it from our (PDC) Parts Distribution Center Manager, so we could return the part to Toyota. I made the calls to the PDC Manager and informed him of the situation and asked if there was a way to get new labels so we could relabel the box, and return the part back to Toyota. He informed me that they are unable to relabel parts, and there was nothing he was able to help us with. I called and informed [redacted] at that point and gave him the number to Toyota customer service. [redacted] contacted them and they contacted me and asked me to contact my Toyota District Representative and see if there was any way he could assist us. I called him and informed him of the situation and he explained to me that there was nothing that he was able to do to assist the customer. He suggested I contact the PDC Manager, since he would be the one who might be able to help, which I explained I had already done. So I called [redacted] again and informed him that we had spoken with our District Representative from the Regional office and he was unable to help him either. [redacted] informed me that Toyota customer service would be calling him back and that was the last I had talked to him. Yesterday I received two calls one from the Regional office and one from [redacted] at the Revdex.com. I called both parties back today and explained the same thing that I have explained to [redacted] that I am unable to return the part to Toyota, because it isn’t in sellable condition and I am unable to get a return authorization from Toyota, because he removed the identifying labels from the box which makes it unsellable. Since I am unable to return the part to Toyota, because it isn’t in a returnable or sellable condition I am unable to refund the customer. Sincerely, Orlando G[redacted]Parts DirectorWestern Slope Auto[redacted]