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I have received a Call from Toyota of Naperville, My issue was resolved, and the Staff went above and beyond to take care of my problem,
Thank you again!
August 1, 2016
Dear Toyota,
I am writing to you today asking for assistance to resolve a paint defect that has materialized in my 2016 Toyota Tacoma that I purchased on April 30, 2016. Despite my initial and on-going attempts to work with the team at Toyota of Naperville (where I purchased from) no one there seems to be able to resolve or seems interested in trying to help with this problem.
The Tacoma is my second vehicle purchased from Toyota of Naperville in the past 3 years. I had been very pleased with my previous positive experience with my Venza 3 years ago. Now that I have a real issue, the service level, which I have experienced over the past few weeks, has been significantly lacking and is a far cry from the experience that brought me back for this purchase.
My problem is this … in the weeks following April 30 the paint on the cab roof had begun to bubble. Initially, the spot appeared to be sap; however, after further examination it went deep into the paint surface and even under the paint itself. It was definitely not surface soil. The area was also the only spot at the time that appeared to be affected. It clearly appeared to be a failure in that patch of clearcoat/paint. Immediately, I made an appointment to have this checked out at the dealership. Upon arrival, I was greeted by a service advisor who was all too quick to direct me to contact an aftermarket company to take care of the issue since I had not purchased paint warranty. Furthermore, after a quick glance at the car, I was assured it was either tree sap or bird droppings, both of which could be remedied by a good cleaning and buffing to remove. I was suspicious of that answer as the dealership should be able to differentiate between sap and bird droppings – there should be no either/or determination.
Not content with this answer, I spoke with Chris Roach and requested for someone to test the paint. He assured me I would be contacted within 7 days and someone would come to my home conduct the test. Day 7 came with no contact. I called Chris to follow up and was informed that the person that would do the paint test would be in on Thursday instead. He scheduled me for 11 AM. Since I was told someone would come to my house, I had arranged to work from home; however, instead I had to take the 50 minute drive from Palos Hills to Naperville. This resulted in my having to take a day off of work.
During this visit the diagnosis, again, was that the substance was tree sap or bird droppings and that it would come off with some buffing. I am left with no alternative but to feel that I was given a fluff answer to my problem since I was a woman and probably didn’t know much about cars. Eventually, a service
manager informed me someone was to contact me in reference to my vehicle.
Several days later someone did call; however, they had no background on the issue and was even referring to the incorrect vehicle (he referenced my Venza). On July 21 I arrived for my appointment and met with the manager, Dan Williams. Dan did a cursory check of my truck and determined that this was bird droppings or sap but definitely not a defect. I felt his dismissive tone lacked professionalism and designed to get me out of the dealership after this, my 4th visit.
The issue is not bird droppings. Doing some research I had also checked some online Toyota forums and discovered that this is a known defect in paint and something that is not caused by sap or bird droppings. Other owners on these forums have also experienced similar challenges with resolving this problem at the dealership. This is also a known issue that Toyota is aware of. I am confident that the dealership knows this too but is not doing anything to resolve the situation.
I need help to get this situation resolved. I chose to spend $34000 on this truck and give my repeat business to Toyota of Naperville. The damage is starting to expand and I fear that it will cause rust and result in a larger paint failure. I would like to get this issue resolved with Toyota directly without having to resort to taking some sort of legal action. A photo of the damage is attached to this letter.
Thank you in advance for your assistance in this matter. I look forward to hearing from you promptly to help bring closure and final resolution to my issue.
Sincerely, Katarzyna Rafacz