Paid for a TOYOTA, received a TOYOA... dealership issue. Advice?

This started a couple weeks memorial weekend in which I found a TRD Pro from a different state and had it shipped to me. I had to find my own transportation service in which I found a hotshot driver.

On June 2nd, I received my TRD Pro at the truck station up the street I drove it home and then inspected it more thoroughly. I noticed that the front of the grill the letter T was missing in Toyota (hence TOYOA). I snapped a photo then sent it to the salesman at the dealership where I had purchased my truck. The salesman said that he will inquire about getting a replacement letter for me. Then he asked if he deserved a 5 star google review. Haven't left any review as of yet. Never thought that this would be that much of an issue based on the salesman answer.

Thursday June 4 I texted him to inquire about the replacement T in which I never received a response. June 5th I called again to which no answer so I also texted him in which he responded back saying he's still awaiting a response. I then have him a week to give him time to order me a replacement letter.

Last Friday (June 12th) I exhausted all my options therefore I then called Toyota HQ customer service in which I vented my frustration in which he said he will forward this ticket over to the dealerships customer relations dept and they will directly call me before days end. Didn't receive any calls by that Thursday evening so I called Toyota HQ CS on Friday and they will resubmit the ticket to them.

Today is June 15th and I received a text from the original salesman asking me to send him the pic of the missing letter. I sent him very same pic that I sent him on June 2 so either he was to lazy to scroll up or deleted my messages once I gave him my money and I took the vehicle. Couldn't tell you.

I then asked him if it's been ordered yet and he said it hasn't been due to plant closing due to COVID, etc and that the part is VIN specific. TRD Pro specific but wouldn't think it's VIN specific but what do I know. I wished he told me this a week earlier so I could of gotten the ball rolling earlier but just have to move forward at this point.

15 minutes later I received a phone call then an email a sales manager saying that he took a pic of the vehicle prior to it being shipped and that I would have to take it up with the shipping company. Now I guess a sales manager is now involved.

I forgot to mention that I told the original salesman to take photos/videos and send to me prior to it being picked up. I never received anything and then asked about that. He said he had gotten busy. I did receive some photos from the transportation driver the moment it was put on the trailer but they were dark photos and it wasn't a full image of the front.

Earlier today, the sales manager emailed me a photo of the truck that was supposedly taken the day that it was put on the trailer and it was just an image of the front grill and you can see part of the front license plate from the previous owner. Now why couldn’t I get the rest of the truck photos? I was told that the vehicle had been on the lot for about a week before I had purchased it a week before memorial day (3+ weeks ago?). Correct me if I'm wrong but would dealerships still keep the previous owners license plate on the entire time it's on the sales lot and on until it gets picked up or purchased by someone else? When I received it, the license plate wasn't there anymore and had their dealership paper plate. I find it very peculiar that the original salesman didn't have time to send me photos of the truck prior to it being picked up but someone else was able to obtain a photo of my truck when I had an issue. I call bluff on this pic.

Before I attempt to get the shipping company involved as I'm trying to limit more parties in this issue, what else can I do with the dealership at this point? Prior to getting the vehicle, things we great. But as of late, things are frustrating.

Its going to be a lengthy Google review they requested when I get to it.

More info to follow, gotta get to work!

Btw, vehicle only has less than 2k miles when I bought it. I'm the 2nd owner. Therefore it was a used vehicle that I purchased. Still has basic warranty in addition to CPO power-train warranty.

No damages to the front grill (or anywhere at that) therefore an impact couldnt have caused the letter to come off. Therefore it just "fell off" due to defect or someone took it off. Not sure why one people would just take a letter...

UPDATE: If you dont have time or dont want to, no need to scroll through the pages. People who own Pros don't even know that the letters on the OEM grill has clips that attach to the grill itself and thinks its all one piece so they're just bashing.

ANOTHER UPDATE (latest):
I went to my local dealer ship and showed/told them that it came off. They ordered me a replacement T and will call me when it gets in. Hopefully sooner than later. Was there for no more than 10 minutes.

With that being said, when should I call the original dealership and give them my input. Why they couldn't tell me to go to my local dealer ship since it's covered under warranty is beyond me. Still working on that review..

Thanks for those who assisted me.

 

Daomn, that sucks. I truly have no advice. I've only bought used trucks and fantasize about getting something brand new so I don't have to deal with little things going wrong, but then I hear stories like this...

Good luck!

 

tl;dr?

 

Sounds like someone took the original and substituted a faux.

 

If the dealership had any pride, they'd take care of it. They obviously don't or they would have already taken care of it. The transport driver should have done an inspection before accepting the vehicle. Did you ask if they did? Can they produce anything that shows condition when they took it? With no documentation, the dealer can claim that the letter was there when they turned it over and you then have to deal with the shipper as damage...unless you signed a release when you picked it up that reflected the truck was in good condition with no damage.

So, seems like you are stuck with a dealer who doesn't care about customer service for an out of area buyer and now have to turn to the shipping company and try there.

Just realized it's a 2020 - still under warranty. Go to your local dealer and have the letter/grille replaced

Oh, and give the salesman/dealership the review they deserve...not the one they want.

 

Sounds like a trip to the your local dealership service dept. tell them letter is missing. They’ll replace grille..

 

You bought a used vehicle without actually inspecting it or test driving it?

Just buy a new letter “T”.

 

Leave that google review. You should also get a questionnaire for the dealer/salesman to return assuming they do it with used vehicles. Those reviews are a pretty big deal.

 

OP best thing you can only do now is give that dealership a bad review. They will respond and say "blah blah blah we're sorry we'll have someone contact you soon". Nothing else you can do since you order it out of state

 

So just to be clear, you bought a used vehicle sight unseen from a dealership far enough away from you that you needed to pay a vehicle transport company to get it to you, then you paid for it and arranged shipping without the pictures and video you asked the salesman for, and now you want said dealership to fix a minor cosmetic issue for free after it was shipped to you? Just want to make sure I’m getting this right

 

I just had my Tundra transported from KY a few weeks ago. My Taco in 2017 from WI. Have shipped many a vehicle in the military as well. You shouldve had a bill of lading from pick up noting any damage or issues, then drop off in which it shouldve been inspected again for damage or issues and that should have been noticed.. if the bill of lading on both ends says there wasnt an issue with the grill then youre most likely SOL and it’ll turn into the finger-pointing game between the shipper and dealer. Been there.

 

The OEM Pro grill does not have removable letters...
Nor could they order you a letter "T",
if they had even looked into the parts system they would know that it a whole grill or nothing...

Aftermarket grills do have the removable letters. ... Hope they didn't sell you a BRO instead of a Pro.

Try seeing what your local dealer says about replacing the grill under warranty...

 

Hmmm I inspected it by looking at the images/video that were posted online and via talking w the salesman. Would you drive halfway across the country (literally on the NE, I'm in Central US) just to test drive a vehicle that you may or may not buy? How would other online vehicle buyers inspect their future vehicle?

 

It clearly wasn't shipped free of charge if he paid a freight company. What a stupid little issue for the salesman not to immediately fix. Still unclear if its a new or used truck though.

 

What other info am I missing/you are looking for?

 

There is a lot to this story that doesnt add up...

Since when do you need to arrange for your own shipping when buying a new truck!??.. (what!?). Sounds like it might've been from a used non-Toyota dealer to me. I mean, why not buy locally and have the dealership do a swap and take care of the logistics???

 

a picture of the Toyoa

 

Can we get a photo of the truck ?

 

Uh no. Have you had any experience with purchasing vehicles online via an online car sales before or maybe even carvana or the likes?

Based on the popularity of this particular model, there weren't any negotiations whatsoever. Maybe if it wasn't as high demand as the others or more abundant of this particular trim, I would of been able to get transport provided for.

Maybe you should try to call a dealership and try to negotiate on a TRD pro and see if you could get any deals or dollars knocked off.