Response from the owner - a week ago
Please allow me to begin by apologizing again for not living up to your expectations. As I discussed with you and your husband while you were at the dealership, we take great pride in delivering an exceptional customer experience and are quick to respond to customer complaints as they arrive. After our discussion and exchange of information I immediately opened an investigation into your complaint. In order to provide a welcoming and relaxing environment it is our standard operating procedure to play music (which is carefully curated to ensure it promotes the professional standard which we aim to conduct business) throughout the showroom using our hard-wired PA system. On the day of your visit the system was malfunctioning so a Sales Consultant took the initiative to use one of our showroom vehicles to provide music while we waited for a PA system repairman to arrive. He did err in judgment on two crucial factors: 1) The volume 2) The station. He believed that 103.5 BobFM being listed as an "Adult Contemporary" radio station would suffice in the interim. Both decisions he wholeheartedly regrets and has been counseled about. I also counseled and reprimanded our Showroom Attendant for being overzealous in his attempts to complete his daily duties in a timely manner. As we discussed on the showroom floor, I fully appreciate the gravity of a vehicle purchase and the financial and emotional investment it requires. It is our duty to EARN your business. We take that duty very seriously. When you decided to halt the process I am happy to say that we obliged your request courteously, promptly, and without hesitation. Please do not hesitate to contact me via my personal cell phone number which I provided you at the time of the incident if you would like to discuss your experience further. I look forward to hearing from you and would love an opportunity to correct the situation.
Asst. General Sales Manager
SAN MARCOS TOYOTA