Need advice:Dealership damaged my truck

I believe you are right about this. When I ordered my last truck from a Canadian dealer I was given a date it would arrive. Long story short is mine got stuck in a port waiting for the heated leather seats to be installed (apparently this is not a US option on the TRD Sport so it gets done at a port rather than factory). Long story short I bickered a little as my current situation left me without my own set of wheels while this delay was going on.

I have a long history with this dealer, have bought 4 new toyotas through them with my company and they made damn sure to take care of me. I was given two options, either they cover a rental for the 2 week delay or they throw in a set of winter tires. I elected for the winter tires (purchase was made in late October) and they even had them on and balanced for me when I picked them up along with a complimentery roadside emergency kit thrown in the truck.

I was blown away by how well they took care of me for ultimately something that wasn't even the dealerships fault directly. Just a backlog at the port. Needless to say when they asked me if I was satisfied and asked if I could fill out the survey they got nothing but good praise on the survey when I filled it out.

If only everyone could get the same level of service.... seems like there is not too much consistancy from one dealer to the next. For any locals reading this was at Kelowna Toyota and they have always made sure I am satisfied with the transaction!

 

Thought I'd give an update since I picked up my truck the other night. Dealership replaced everything and had the body work done. Everything looks good and the truck drives normally so we'll see if anything pops up later. They turned the incident over to their insurance so that there'll be a record if anything happens later as a result of the damage.

The Carfax issue that some of you mentioned was very helpful. I mentioned this to the Service Mgr. and he said that that could be an issue. He said that they wouldn't report it to Carfax but couldn't guarantee that the body shop or their insurance wouldn't sell the info to Carfax. He did say that they were a Carfax dealer so that if the damage shows up at some point, they could do something about it. We agreed to check the Carfax in three months.

After answering all my questions and going over the vehicle, he asked if I had anything else. I just asked him straight out if there was anything he could do to keep my business and compensate me for the time/hassle this incident has caused. He went through the motions of thinking about it for a few seconds before picking up a piece of paper that was sitting on his desk. He just happed to be starting this service sale that would double the number of free service visits I get and also include roadside assistance and would happily sign me up for free.

You can say that he should have just offered the service without me asking or you could say that I don't really deserve anything extra. I just consider it part of the dance you have to go through with car guys. The extra oil changes don't really cost him much but has a value of a few hundred dollars for me. In my opinion, that's just good business to offer the free stuff because it gives this story a good ending and I'm likely to keep using them for service.

Thanks again to everyone for your advice. Everything you said was very helpful. Happy Holidays, Merry Christmas, and Keep on Truckin'.

 

If you're happy in the end, that's all that matters. Thanks for the update!

 

glad to hear everything worked out well for you, sounds like you deal with a good dealership and they took care of you. also sounds like who ever did the body work and paint did a good job. if the dealership did not already tell you who did the work, i would ask them. its hard to find a good paint and body shop. in the future (god forbid) if you need to have some dents or something fixed you would know who to go to.

 

Glad everything worked out, didn't read through the entire thread.