Response Via Email (James F.) 03/23/2015 10:43 AM
Dear Mr. Kishore,
This is how I got response from TOYOTA USA.......sucks.
Thank you for contacting Toyota Motor Sales, U.S.A., Inc.
I apologize for the lack of response from Roseville Toyota, and I apologize for your concern regarding the Customer Relations Manager. The Toyota dealer has the direct responsibility to address any personnel concern.
As you may know, Toyota's contact person between Toyota management and dealer management is Roseville Toyota's Customer Relations Manager. Likewise, the Customer Relations Manager is the contact person between dealer management and Roseville Toyota's customers.
For this reason, we fully document any concern that a customer may have regarding a dealer's Customer Relations Manager, and we make the customer's concern available to dealer management and to Toyota management.
When the Customer Relations Manager is the source of the customer's concern, the Customer Relations Manager still serves as Toyota's contact at the dealer. As the Customer Relations Manager is an employee of the dealer, the dealer management has a business interest in its customers and in the relations between its customers and the Customer Relations Manager.
In the event that a Toyota dealer is unable to communicate its position to a Toyota customer regarding a contact that Toyota has made to the dealer on the customer's behalf, Toyota provides a back-up means for the dealer to document its position in Toyota's database.
The Customer Relations Manager reported on March 19, 2015 that she called you and advised that the dealer is not offering an additional discount on your purchase, and offered to touch up a scratch that happened after the purchase, which you declined
As every Toyota dealer has the direct responsibility to address any service concern, we are unable to serve as an intermediary, arbiter or go-between.
If you wish to discuss the matter further, please feel free to contact the Customer Relations Manager at Roseville Toyota, Jessica Romero, at (916) 782-2163. We feel confident that the Customer Relations Manager will address your concerns in a courteous, professional manner.
We regret that our contact to the dealer on your behalf did not resolve to your satisfaction.
Toyota values you as a customer, and we appreciate your having offered us this opportunity to present your request to the dealer.
Your email has been documented at our National Headquarters at file #1503171091.
If you have any further questions, please contact us at 800-331-4331. Our hours of operation are 5:00 am to 6:00 pm PST Monday through Friday and 7:00 am to 4:00 pm PST Saturday.
Toyota Customer Experience
Toyota Motor Sales, U.S.A., Inc.