Toyota Of Dallas Wrecked my Tacoma

Thats what I said in my orginal post. Try the lawyer FIRST. Go from there.

 

x2 I've used them right before I got married. It took me 3 months to get my wedding ring. the first one came in a month after I ordered it, in the wrong size, sent it out and waited 2 months for the next one. I Emailed the BBB and they took care of that shit real quick.

 

Hey guys, Chris King here. Some of you may know me or know of me, I am the Parts Manager at Toyota of Dallas and I go by Valkyrie on the message boards. I have also been the Body shop Manager for 3 years here, so I have kind of a unique perspective on this situation.

First, let me be clear that I am not speaking on behalf of Toyota of Dallas. I am not a spokesperson, I am just giving you some insight into this misunderstanding from what I know.

Accidents happen. Whether they are in a parking lot or on a road, the process is the same- insurance will pay for a quality repair. Our collision center is certified by Toyota and held to a quality repair standard that is at or above industry (I-Car) standards. Of course Brian had the right to have the car repaired at a shop of his choice, but that under no circumstances means that he would dictate the nature of the repair process. Had he taken his truck somewhere else, and had his insurance adjust the claim and been dissatisfied with the repair process (repair vs. replace), he would have had to pay the cost difference.

Regarding the repair process, it is an accepted industry practice to only use filler to a depth of ¼”. As a practice, we strive for 1/8”, and if the metal work is not able to correct for that, then panels are replaced. That is why the initial estimate is called an estimate- sometimes the nature of the damage requires a change of repair practice. Had this been the case with Brian’s truck, we certainly would have done so. The reasons for this are clear: first, a paint depth meter will show the amount of filler and would be discovered on a diminished value claim; and secondly as a Toyota Certified Collision Center, we are required to warranty the work for the duration of ownership- far beyond a factory warranty.

I’d like to dispel some myths. First off, it is not true that new vehicles do not have filler. It is not unusual for minor fit & finish issues (for instance adjoining panels) to have filler or extra sealer applied at the factory for cosmetic purposes. Secondly, a repair was not attempted in an effort to conceal damage from the customer. The vehicle was immediately sent to the body shop to assess the damage, and part of this process involved buffing off the paint transfer from the post and performing some preliminary PDR pushes to assess the condition of the metal and see how responsive it would be to a repair attempt.

However, this was the source of the first true failure on our part- the Service Advisor failed to immediately contact the customer and notify him of the accident. That was (in my opinion only), the worse transgression made because it set the tone for the rest of the customer experience and made it appear that something was being “hidden”. I know that if I called to check on my car and was told “it hasn’t come back from the body shop”, I would have hit the roof. I would have thought, like I am sure Brian did, that it was sent over to see if the damage could have been hidden, and when it was obvious it couldn’t only then did I got the call.

I cannot speak for the conversations between Brian and anyone else, but I can tell you that Robert the technician (whom I know personally) is very embarrassed and upset and is also paying for it out his own pocket.

So here we are. My wife Barbara and I have been running Toyota parts websites for nine years, 7 of them here at Toyota of Dallas. I know all too well how things spin out of control, and unfortunately have gone through these before. We have been the unintended victims of unhappy customers, whether they be new car, used car, service or body shop customers.

I have always believed that by and large people are reasonable, that mistakes (and accidents) are a fact of life and the failings of humans are inevitable. I also know that in the world of forums, it is easy for people to get whipped into a frenzy, especially when dealerships are involved. I would ask everyone to take step back form the keyboard, take a deep breath and remember that a dealership is really just a group of people working… about 250 of us call Toyota of Dallas home. We are husbands, wives, brothers, sisters, sons, daughters, moms and dads like everyone else. Anyone who deals with customers knows that customer service is the most important yet often the most difficult thing to deliver to the customer, and it appears in this case that the one simple step of calling before sending the car to the body shop would have changed the entire experience that Brian endured.

I am sure my apology means little because I was not directly involved, but it is sincere. I am proud of Toyota of Dallas, it is my home and I care about what people think about me, my department and my co-workers.

As anyone in the off-road community can tell you, you have a friend here. I have asked to present at Brian’s delivery today and let him know that I am sorry for what happened to him. It is not reflective of our handling of customer’s vehicles or customers themselves.

 

...... That was (in my opinion only), the worse transgression made because it set the tone for the rest of the customer experience and made it appear that something was being “hidden”.....


So the statements the OP made about the "partner's" response is acceptable????? That's not a transgression is your opinion?

Bottom line, nice fellow or not, the dealership has caused the OP to now have a loss. Cut it, slice it, spread it any way anyone cares to, but the bottom line is that negligence factored into the OP's challenges. I'm sure that some people are feeling bad when they get into a traffic accident, it doesn't change the fact of the matter.

For the "partner" to take the approach of "well just sue me then" is one of the reasons this thread has so many responses and views.


No offense, but it seems like some "big shot" at the dealership got word you all were being thrashed hear for the incident, and suggested something be done. I personally can appreciate your approach and for the businesses sake, hopefully the OP will be more forgiving than myself and others here would be.

 

I still think it should be the customers choice of whether he wants to leave with less than the intact vehicle he rode in with. Scratches in paint and dents in metal requiring filler are 2 different things IMO. No one wants any diminished value of a new or fairly new vehicle being pushed upon them especially in this age of upside down the minute you walk off with a new vehicle. If customers ruin their rides it's on them & if someone ruins it for them then it should be returned to it's previous state in order to retain as much previous value as possible. Dealership should do whatever necessary to make this a nothing ever happened to the truck event. Beyond this call not going to him immediately, he received no detailed explanation like was just written. He just got beligerant sluff off bullshit from the management. That type of mishandling is what drives people's attitudes about dealerships noncaring after the sale actions. Where it goes from here is the only thing that'll change people's perceptions of the dealership. Customer Service is what makes or breaks places nowadays, not just sales. Good luck.........................

 

My favorite post on this thread as of yet......

 

Only if management had handled the situation like Valkyrie has, that Bullshit attitude makes me wish the OP gets a truck with new parts...if not get the media involved, get in touch with a lawyer and Toyota head office...I'm sure they dont' want to be in the news again especially with all the BS recalls.
Just my 2 cents

 

This is probably true & what disturbs me most about this.

Easy to say bs like this when it's not happening to you!

This is considered a wreck & I would ask if they reported it & if they followed protocol it will show on a carfax report, which will in turn affect the resell value & cost you money. It appears to me, & I would bet that they have done this before & got away with it & will continue to do so until someone, such as yourself, proves to them that this practice, accident or not, will not be tolerated.
I agree about a total TW ban of " trdparts4u" & Toyota of Dallas & I think you should print these pages out & give them to the owner & manager. I also think that having an employee post up with a bleeding heart story is just another example of how low they will go to take the focus off of what has actually happened here.
I would not let them touch the vehicle until they agreed to fix it the way you want. The simple fact that they would've kept this from you totally if they could've speaks volumes about their management. At the very least, report them to the BBB, and consult with your insurance & possibly an attorney to explore your options before any more contact with the dealership.

 

"a dealership is really just a group of people working… about 250 of us call Toyota of Dallas home. We are husbands, wives, brothers, sisters, sons, daughters, moms and dads like everyone else. "




And it takes those people to provide good service to build a good reputation. Looks like you've built a bad one. If you don't like my comments, sue me!

 

if this had happened to my truck, i would have come unglued..but i'm a hothead.

sucks the tech needs to pay out of pocket..

hope this situation gets resolved. gift card from the dealership..say for $20k? just kidding.

 

Well, I certainly don't want to get in a tit-for-tat with anyone, but I will say this: you don't know me, and I came in here expecting people to not believe me.

I specifically said that I do not know about conversations between Brian and anyone else- I wasn't there, I have heard both sides and they don't jive. I won't speculate on heresay nor would I jump on anyone's bandwagon (the OP or the GM) based on only one side of the story. I do my own fact-checking, and if I can't figure out the truth then I pass on commentary.

As of now, I don't know if the GM knows I have posted, but I am sure he will as he is aware of this thread. Rest assured, I do not put my name out to be fodder for anyone, and those who know me know that I am the last person to succumb to pressure to whitewash a problem.

I also believe that often people see what they want to see, hear what they want to hear and usually get what they expect- good or bad.

So, you may have your assumptions, nothing I say will change your mind or the mind of many here. I just felt I had to go on the record for myself, and no one else.

As far as diminished value (which I mentioned already), if I were the OP, I would pursue that claim and if I am able to meet Brian today I will tell him the same thing. Take a copy of the estimate, have an independent appraiser look at the truck, make a decision if he wants something fixed and/or if he wants to file a claim. He has incurred some loss of value, it is up to him, an appraiser and a mediator of some sort (small claims court, binding arbitration, etc.) to decide the amount. It's a simple process- a regretful situation to be sure, but there is a process.

I *speculate* that a discussion of that to some extent led to the "you can sue me for damages" comment, but again I wasn't there, I haven't spoken to Mr. Kelley about it so I (nor anyone else here) knows the true context or discussion that took place.

Obviously emotions are high right now between the parties involved and the members of this forum, so it is difficult to have rational dialogue, but I just wanted to open the door to it, and hopefully this will not only have an amicable ending, but be a good learning experience for participants and observers alike.

I know for a fact that a lot of learning has happened on the Service Drive.

 

From what I understand, it was his choice- he took the vehicle home and chose to bring it back here for repair.

With all due respect, just because your assumption about my motivations fits what you want to believe about dealerships doesn't make it right. No bleeding heart story here, no one pulling my strings.

I willingly stepped in front of this mob not to cover anyone's ass, or save our business, but because I felt that a different (unpopular) perspective might be relevant to the conversation.

Search around the off-road forums and you'll find out I am who I am... and I'm no one's patsy.

 

The highlighted areas show the failure for Toyota of Dallas. Yes the WHOLE dealership. Very few things will remedy this for the OP or give him the confidence to trust the dealership in the future. As for the rest of the community, they'll certainly question the committment to the customer that TOD could possibly present in the future.

 

C'mon now. If you haven't had an accident yet, then you will... and it doesn't make you a dipwad. He's a stand up guy, good tech, but we are an old dealership. The shop is a PITA to get around in because it's got these posts throughout, and he accidentally got into one. Not making excuses for anyone- he obviously wasn't paying close attention. He is paying for repairs and as far as I know that's it (but it's not my department and I'm not privvy to their personnel issues).

 

That is entirely true. Again, speaking for myself only, I believe people are allowed to make mistakes, and accidents will happen. What seperates the tolerable from the intolerable, the forgiveable from the unforgivable and ultimately decides if the relationship is salvageable is the very first contact... which in my opinion was mishandled.

I know, I've been the guy that has had to make that call myself. It sucks, but it's go to be communicated quickly otherwise the doubts set in.

 

That's been the policy at every dealership I've encountered, it's certainly not unique to us. I've paid my share for lot accidents over the years.

 

Any out of pocket cost can be added to the claim.

 

Letting the employee pay for this damage out of pocket say a lot about the people who run the business. I wonder if he had to do so to keep his job :S My brother in-law bought his Tundra from Toyota of Dallas, I'll make sure he takes his business else where next time.

 

"I specifically said that I do not know about conversations between Brian and anyone else- I wasn't there"

Sounds like you are pretending to be an outsider while defending the dealership you work for. Comments like "you can just sue me" are bad for any business when they become public. This is a big community as you can see. Toyota of Dallas will be paying for that truck in more ways than one. Word of mouth is deadly.