TOYOTA of DALLAS ----- UPDATE ----- VERY VERY LONG

Here is a copy of his email. For some reason, the first picture he sent from the forum is a .png file and the second is a .jpg file. Not sure why this is the case.

HIS email begins here.
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I appreciate you wanting to get involved in 2003RC51's complaint with my dealership. I am not sure of your relationship with this customer, but I would assume it must be really good to believe everything that one can write in an open unregulated forum.

First off, I have not responded to any of the man's stories on the internet nor do I care to get into an argument with anyone online.

However, because you inquired, I will give you my side of the story.

The customer did come into our store for maintenance and yes we did indeed have a technician damage his truck on the passenger bed side. My service manager apologized profusely and told him that we had a body shop and would be willing to fix the truck. The customer wanted a whole new bedside. My service manager advised him that we would not do that on this minor amount of damage.

Being unsatisfied the customer came over to see me. I told him the same story and he became angry and told me that "I was going to do that or else." My body shop manager and I went out and examined the truck and we both agreed on the proper way to fix it. Which did include a new fender flare because it could not be painted or buffed.

Timeout; Having managed a large dealership for over 7 years I know that when it comes to repairing damage to a car, there is always a fine line that must be walked. If we replace the whole bed side and he is not happy, we could potentially cause more damage and it could carry over to other panels of the truck and it becomes like opening Pandora's box. He already was not happy and it was going downhill from here.


So at this point I tell him, if he would like, he could take the truck and make a claim with his insurance company. The insurance company would then turn around and subrogate the claim (or in layman's terms "sue" my insurance company). That way he could have a third party handle the claim. He then told me that the insurance company would fix it the way I recommended and he would not be satisfied with that either. At this point he calls Toyota Corporate and they tell him the same thing. So frustrated he decides to leave it with me to fix it.

At this point he begins to blog-


In case you could not read that he called me a Mother Fxxxxx. And later post about how no matter what he is not going to be happy.

So we fix his truck and it looks great, in fact we even fixed some other damage. He was not happy about the fender flare and we put another brand new on it for him again. So now he comes back and continues to harass my employees. The truck has previous damage on the driver’s side and the passenger side looks brand new and he is now saying he will not take the Truck.

At this point I have to get involved again. I am sorry but I did get upset with him, after all he had already called me a mother fxxxxx. Which is not a name that most people use loosely and probably would never say to one’s face.

So, I am sorry that we had the accident and I am even more sorry that he did not take the repair to another body shop.

I can tell you that our store has won numerous awards for customer service and I do have a rather large internet parts department that is very active and involved in Toyota off roading. We pride ourselves in taking care of our customers and will bend over backwards to help customer’s out. But with that accidents can and will happen from time to time. I cannot make everyone happy and not everyone will be somewhat reasonable when things do happen. An apology will never be enough.

So I hope this sheds a little more light on the story for you. If you would like to post my email please post the whole thing. As for 2003RC51, he cannot seem to keep his story straight. He claims he never called me a mother fxxxxx but I clearly show you where he did. But below is his latest post, where he denies it.



And lastly he did call me a cock sxxxxx but he fails to mention that his truck was running and the window was rolled up.

Sincerely,

David Kelley
General Manager / Managing Partner
Toyota of Dallas

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END of his email.

 

Thanks NB- Interesting read....

 

What story exactly does the OP not have straight? The dealership damaged his truck, and they aren't repairing it to the way that the truck was brought it in, which was undamaged. End of story. What a load of shit. Customer service my ass.

 

Take this guys email with a grain of salt.

I think it is funny how he says:

but his dealership has a BBB rating of 'F'.

I think both parties have a little learning to do here. I think for the OP the best thing to do in this kind of event is to keep your cool and if you aren't happy with the results then use a third party to help mediate the situation. In this case it would have been using your insurance policy and yes they could have had the best shop in Dallas fix the problem to your specifications. Second the dealership truly has more to lose in this situation. Yes the OP wasn't the best customer but on the other hand the dealer is the one who wrecked his truck to begin with so they had the responsibility to treat this person with respect and fix his truck correctly. Hopefully the lying by this dealership and the bad press they get from this situation will teach them that you can't just lie your way out of things and continue to run a business. Even the BBB gives specific examples of they lying in their advertisements.

 

I find it humorous that he X's out "sucker" and not "cock" .... I'm guessing "sucker" is something you don't want to be called in the dealership world but "cock" is commonplace.

I must have some reason to go to Texas .... hmm ... have to think of one so I can call him a Motherfucker right to his face. What a schmuck.

 

LMAO ... I noticed that too but your explanation is perfect!!

Cheers.

 

The guy is obviously keeping tabs on this thread. Hey buddy, explain your BBB rating so we all can come visit your award winning dealership! BTW, exactly what awards are they & who are they from? Your business etiquette to customers may someday get yourself hurt. I applaud the op for having the self control to not jack you up after your smartass comment. I hope you lose masses of prospective customers over this. By the look of your BBB report, I'm surprised you're still employed.

 

New member can't find the original post. but had a similar experence with a Honda Civic had 125 miles when the dealer wrecked it. Took the car back 6+ times finally wen't to another dealership bought a new car and traded the Civic in. I could only get wholesale or less because the paint thickness. It was considered wrecked!!!!

 

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Quoted from David Kelley Email:

In case you could not read that he called me a Mother Fxxxxx. And later post about how no matter what he is not going to be happy.

So we fix his truck and it looks great, in fact we even fixed some other damage. He was not happy about the fender flare and we put another brand new on it for him again. So now he comes back and continues to harass my employees.

The truck has previous damage on the driver’s side and the passenger side looks brand new and he is now saying he will not take the Truck.

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Of course I am not going to be happy. I wanted and DESERVED a NEW un-bondoed bedside.

I like how he says continue to harass his employees. When I met with Chris and Phil to pick up the truck on the first attempt we were all getting along great. If the truck would have been done correctly that time I would have taken it home and would have posted the result and pictures. But, this was not the case and Chris and Phil saw the imperfections as well. The second time I show up, point out the imperfections and leave. Third time I show up and point out one of the same issues along with three-four new ones and Mike Collins says we are done and to take the truck and leave. Then David Kelley reiterates that with a "fucking" thrown in.


I guess when they don't fix it correctly and you point it out you are harassing the employee???

And he still tries to justify their inferior repair with previous damage(caused by me). My offer still stands, Anyone in the Dallas area that wants to take a look let me know.

I am heading over to a GOOD body shop in the next 15 min. I will post the estimate and what they think of the repair.

Thanks Everyone.

 

I had similar problem with Ford dealership but
1. As soon as I find out about damage I got Police report done (called 911) despite dealer being very upset about it.
2. Notified insurance company send them police report etc.
3. Let the insurance company and dealer work out as dealers have their own insurance companies.

Best thing is not even talk too much its like "hey you gonna fix this ? No? Ok I get the lawyer, bye. "
The only thing dealer gave me grieff about was calling Police but I insisted on Police report I always do since that's where my taxes are going. Once Police report was done dealer could not fake anything

 

Yea I agree Chris. I told him that he should do a better job on the truck. In my email to him I said "You should call him ... apologize ... and offer to either fix his truck or let him take it elsewhere and you should pay someone else to fix his truck. Man up ... swallow your pride ... and do what's right!!"

Of course the OP called him a cock ******! They just damaged his truck and he was pissed. Kelly needs to get over it and get the body shop to do a good job. Kelly is making himself look really immature! Nobody in their right mind would be happy with the job that they did on the truck.

 

Those Motherfuckers!

 

Get a lawyer, call your insurance agent. But you know, you probably cost them A LOT of lost business and at this point they aren't going to fix your truck. In fact, I wouldn't be surprised if they booby trap that thing. A-holes, no wonder all toyotas are at zero % financing, no better than a ford dealership.

 

That dealer sucks ass. Piss off customer by damaging his property and then trying to cover it up. Perform shitty repair and then try to justify it because the customer called you a name? I hope that they lose a ton of business over this. I quess this means you're not getting your ARB Locker?

 

I guess if I post up how I really feel about this I'll get banned for using the adjectives that these unscrupulous scamming erectile dysfuntional sharlitans fully earned so I won't bother. Also, the parts people may be stand up guys, cool, but the fact that dealerships make more off parts (and nutless service in this case) makes the boycott even more justified. Completely hilarious how pissed they are trying to be because their lame practices and incompetancies have been exposed. Yeah, the parent company or owners or whatever may wanna have a look see how their stuff is being misrun. If they don't care or have the same attitude about it then they are just proving that they are just as big of ripoffs as the ones at the dealership. Good luck with whatever you pursue OP................


C'mon mods, can't you let me loose on this one? The caca going on here doesn't warrant proper nice adjectives...........pleeeeeeeze?

 

oh! The DRAMA!!!!

 

Being in retail and being a taco owner I feel the pain on both side :S

 

THIS IS DIRECTED AT TOYOTA OF DALLAS

quote from the email.

Reallyyy???

they why the fuck aren't you in the situation at hand? OH RIGHT, you have a F rating in the BBB for NUMEROUS inferior repairs, bad service, damage to customers property, false advertising, unauthorized credit card charges, ETC.

Dont like being called a cock sucker?? QUIT BEING ONE. Man the fuck up you little bitch.

you should be ashamed at this situation and the way you run that dealership, at this rate its gonna be run straight into the ground.

dont like me saying this to you?? SUE ME