Good afternoon Mr. Corbin,
I would like to start off this e-mail letting you know that I am appalled at the lack of customer service your particular dealership has shown my husband, and apparently myself, over the last few weeks. This ordeal with his Toyota Tacoma has been very time consuming and very frustrating for him, trying to ensure that the safety of himself and our 2 little children was held to the highest of standards. I would think that you and everyone who works at this dealership would feel the same way.
This was never Toyota's fault that this problem happened, we know and understand that. We thought that taking this truck to the place where we bought it, where we felt the people who worked there would know this truck better than anyone else would be the best choice. We were hopeful that you and your people would know what the problem was, and that you would be able to fix it since Tire Discounters was unable to do so that that point.
As it turns out, your people did not know what was wrong, and that was acceptable to us. There are times that things are unknown even to the experts, we understood that. But what we did not understand was the lack of respect you showed us, the lack of communication and the downright rudeness of the people who work at your particular location.
From the get go you left my husband sitting in the waiting area with a screaming 2 year old for hours without even communicating with him as to what was happening with his truck. Your employees were rude in talking with him and were even taking personal phone calls during work hours and making customers wait until they were done with those personal phone calls to take care of business. I would think that would be a big no no at any work place, maybe Toyota is different. I would think you would hold your employees to a higher standard, so that way you would have returning customers... Seeing as how without those customers you would have no business at all.
Secondly the level of UN-professionalism in the e-mail communication that you had with my husband is beyond my level of comprehension. I cannot believe that any manager would be permitted to send an e-mail like this it blows my mind. As a manager you set a precedent for those who work under you, and after reading your email it is now clear why the other employees have treated customers the way that they have. They must look up to you and follow your example. What a shame!
My husband did not come up with this question on his own. He was in his vehicle riding with the manager of Tire Discounters, and that was who informed him that you do not have a master set of keys for after market wheels and tires for every vehicle to get the rims and tires off of the truck. He was he one who informed us of this.
Then on the invoice that my husband received it stated that you took off the wheels and tires and put on Toyota Tacoma wheels and tires and tested the truck. Right underneath that on the invoice it stated that you were unable to find the key to remove the wheels and tires... So this is why we were confused. We just wanted to make sure that we had tested everything to make sure we could find the source of the problem. If the wheels and tires were really never taken off of the truck then we would not be able to eliminate that as the sources of the problem.
We were in now way trying to accuse you of something... But we called around to other Toyota Dealerships and asked them if they had a master set of keys for aftermarket wheels and tires and their service techs told us "no" that there was not a master set of keys... Then we called your dealership and they too told us "no" there was not a set of master keys for after market wheels and tires. So this brought us to the question, if there is not a master set, and it clearly stated on the invoice that you were unable to find the key, then how did you get the wheels and tires off the truck to test it with Toyota Tacoma wheels and tires??? My husband made sure that everyone working on his truck and everyone that we questioned knew that they were after market wheels and tires. there was never a miscommunication with that from our end.So that is why we were trying to get to the bottom of all of this. We have been given all kinds of contradicting information, that was all.
I have copied your e-mail in this one in italics and want to make sure that you think next time before you send out an emotion fueled email to another customer. I understand that sometimes emotions get the best of you, and some customers might not be the easiest to deal with, but this should NEVER be the way that you communicate with someone in the professional world...
If you had been honest with me Friday when you called, you would have mentioned that you had aftermarket
wheel locks. We do have those keys as well. That is how we got your wheels off. I have attached a picture. You are welcome
to come in and do a forensic investigation to verify that these are the ones.
I think it is unfortunate that you and your wife have such boring lives that you spend your spare time finding ways to waste
the time of me and my busy staff.
I have forwarded copies of your emails to Jason, Mark and the Toyota field specialist that helped us try to get a solution
for the concern with your vehicle. I hope he does not decide to put a warranty block on your altered vehicle.
By the way, Mark's last name is Stein, not Stien, in case you want to call him a liar as well. I would not want you to look like an idiot by having his name misspelled.
Yikes! This does not sound like a professional e-mail at all. Calling a customer names, and using sarcasm to get across a point. This sounds more like a teenagers email than a grown man with a college degree...
I find if hard to believe that you got to the position that you are currently in with Toyota talking to customers like that.
My husband might not be the easiest person to get along with at all times, but he knows better than to send e-mails like yours, because they don't disappear. And this one will be no different. We will be sending this email to the cooperate office as well as Mr. Stein, notice his name is spelled correctly, I would not want to look like an idiot. And trust me I am an elementary teacher and a mother of 2 boys, I have MUCH better things to do than to spend my time sending this email. But your disrespectful email warranted a reply. And I want to teach my students and my children how to speak to people in a respectful way as they grow up and enter the business world. So I felt this was an important thing to do.
I hope that in the future you are more professional, respectful and a much better communicator with your customers. I would hate for this to ever affect your job performance in the future.
Have a great day.
Please feel free to email my husband and he will tell you about the way the service "MANAGER"
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