New truck delivery - how mad would you be ?!?

I’ll preface by saying issue has been addressed to my satisfaction on front end by dealer.

Right rear door edge - above and on protector - photo below.

How does this escape QC pre delivery by the prep person (who in my opinion is also the likely culprit) - doesn’t make sense that porter did it - but lines up perfectly that pre sale prep guy did it vacuuming rear and not saying anything to anyone in sales.

 

Sorry to see that OP. Total bummer

 

I mean it’s a truck - scratches and dings happen.

Still - having done this a while and working in a body shop setting - it’s a personal pet peeve when someone dings up a car and doesn’t say jack to their boss. Then when you walk out and go to deliver and customer points this out.

 

Same. Guys who work for me know mistakes happen. But I better damn well be the first to know about it. Have never gotten mad once. But if it has to get pointed out and someone knew about…

 

Still better than the porter that destroyed the side of my Gen. 1 Tundra driving from the back lot to the front so I could take delivery.

 

I haven’t hit them with “requested” compensation.

Still debating on what to ask.

My feeling is this - they make it right and toss in a little something - that’s fair. I mean if it would have been caught pre delivery - they would likely have just fixed it and moved on.

Since I caught it - it’s partially sales fault. Labor is 100% profit - and the department that screwed it up to start with probably should be the one to make it right - free wash/wax, install a bumper step I buy from them free or something I think is reasonable.

 

I’d be pissed and insist the dealer make it right. You bought a $50k truck, not a .50 cent apple that is expected to bruise. A landscaper with a leaf blower scratched my truck in a similar place. Denied it all day. Then I showed him my security cam video. The neighbor paid for a detail

 

Maybe some color matched stainless door edge guards for free (after they touch the paint to prevent rust). Is that a dent below your door handle? The photo looks distorted.

 

This happens the same way as my 2021 which had a misaligned steering wheel with the toe out of alignment, the front bumper which was not straight and a passenger floor plate that makes a popping sound under the glove box - COVID QC. The Toyota of 20 years ago would have caught these things.

 

You have every right to be pissed. I picked mine up exactly a month ago, it had 2 miles. They washed it and it had ten miles WTF? If that pissed me off you could imagine about scratches.
I am sure you'll get it settled but sorry you have to even deal with it.

 

No their safety glasses were fogging up with masks on..........

 

I had a similar situation. I got a clear bra and Line X bed spray out of them.

 

Hahaha, I would buy that one for sure.

 

I’d ask for the LineX bed liner. Should’ve never been passed off. Comes down to:

What did you know?
When did you know it?

 

There is a clear protector there (installed Friday) - clearly happened after the protector install.

Guaranteed it’s a game of “not me” at dealer right now - between body shop tech who out the protector on, detailed and porter who delivered.

They offered to bring me a loaner and take back(fix and bring back - told them let me get steps and stereo in first (in case those 2 mess something up as well) and I’ll send it back over. Hopefully give them a chance to get a nicer loaner than the 2019 SR5 they are selling now (I demo’d it when ordering this).

Free bed liner - I doubt it…I do plan on getting as low on gas as possible before I send it back though - let’s see if I get a free tankful out of em. I feel a bit of free work out of body/accessories install is reasonable.

 

[QUOTE="Gene5253, post: 2271402, member: 40329" Is that a dent below your door handle? The photo looks distorted.[/QUOTE]

That’s my thought as well - it’s small, but I swear I saw it / felt it. Of course wife looks at it and says I’m crazy.

I proceed to tell her you need to not only look but touch to see small contour changes - and then walk to the opposite side to see if it’s that way on both sides. Of course she halfway acts like she is and then proceeds to again say I’m nuts and it’s not there.

Will take it to body shop myself I think and just see what estimator says/does. If that’s not the first thing they do - I know to run and insist on taking it to a shop I’m comfortable with and tell sales manager I’ll stop back with bill and we can then discuss what else they owe me.

Like I said - I’m not trying to be a complete prick here. Stuff happens and the person who sold me the truck or their department had ZERO to do with this. Not their responsibility to hold the hand of some kid washing the cars to make sure they do their job correctly (at the same time - I’ve learned treat them well and they take care of you….act like a sales jerk and they will go out of their way to mess with you).

I kinda miss watching that 3 ring circus of the dealership unfold before my eyes every day of Sales/Service-Parts/Body with all 3 acting like they are the most important/profitable part of the dealership and are the reason the other groups still have jobs.

You can tell a lot about a dealer by how well the managers in each of the 3 interact with each other. I picked this dealer because I saw first hand how sales/service got along - body was the area I was comfortable dealing with from start - but guess I get to see how they act sooner rather than later.

 

Your situation sucks. It would have been nice if the dealer would have just come out and offered you some compensation initially.

 

Yea - credit where due…they did immediately apologize and offer to arrange a loaner/return to body.

Not exactly “compensation” - but better than some places I know. Hell - some places would have said “that sucks - call your insurance, get their estimate and then call us to schedule and book a rental with us on their dime”.

As I’ve said - acknowledging it up front and then fixing prior to delivery - don’t think they “owed” anything else. Taking care of it quickly and not creating a fuss - a little extra doesn’t hurt - but I’m realistic. They made maybe 3500 gross on that truck - I helped by paying 200 for tint/door guards (40 bucks in material and 3 hours of labor for a guy making 20/hour) - so to me kicking back a little on labor for something isn’t a “cost” overall to the dealer. Parts are $$ off the bottom line - labor is just more work for the hourly employee to do.

 

Ok - so now I’m PISSED.

Emailed dealer - said simply I appreciate what they offered to do as far as a “free” repair - and asked for a discount on a couple of accessories installed as a customer service gesture.

Replied back they would do 5% off parts (not even enough to pay taxes) and no discount on labor!!!

5% ?!? - after I buy a 55k truck and you damage and ignore it prior to delivery. Sorry you made your profit on me already- quit trying to screw me more. I don’t mind paying cost and 10% to cover their time - but 5% off an item with 100% markup..

Guess I gotta play the jerk now.

 

If you have the part numbers handy I would get them, look them up on a discount Toyota parts site and ask for that pricing. If they argue then. Become a thorn in their ass

 

I’ve got parts prices and invoice available to me - I simply tried to give them a fair out with choice of one of these 3 options)

- order the parts, I pay invoice and 10% (I mean they do have to do minimal work ordering/handling)

- I provide and they install free (labor cost them nothing - and saves me time)

- Pay me (least attractive as it cost them $$ - and then I have to do work..I need free time more than a few $$)

Now that they said no to all 3 - it’s gonna be one of the following 3 choices.

- complaint call to Toyota corporate to force the issue (pursuing this now).

- I file insurance claim for vandalism and police report with civil claim for diminished value against dealer. (After all - it became mine the moment I signed and paid - they delivered a day later with damage after accessories install - damage is over accessory - so clearly was fine at time I took ownership)

- Dealer can buy truck back at full cost and remove and return all accessories to me - pay for labor to remove/reinstall.


Sadly this ain’t the biggest gripe I have this week - thread coming soon on the idiots at Vroom.com - what a cluster their company is I found out.

 

So dealer is now “contesting” that the damage happened in their possession (where else could have happened on a truck that wasn’t yet delivered - but in their care/custody?) - but they will “make it right”

By make it right - they offered to install wider door edge guards than the clear plastic protectors I paid for and they installed. New ones are wide and solid plastic - ummm no, hard pass.

They won’t actually do any body work to it. And that’s simply unacceptable and stupid in my opinion. It’s down to bare metal - you gotta protect it somehow and a plastic band aid isn’t reasonable nor cosmetically acceptable.

Sad - I’m ready just to tell them to give me my money back and shove this truck - I’ll buy from a more respectable dealer.

They showed me how their service was the moment I asked for anything - they tried to flip the situation back on me. I mean it’s one thing if I called a week later and said “I found a dent” - but this was found on delivery and agreed on by their person delivering the truck - I never saw it before and no one other than their sales/body/detail staff had touched it from the moment it left transport. Given the damage is over the protector- it clearly happened after install of that occurred.

Calling Toyota in - hopefully they hand things better than the supposed “sales GM”

 

I would find the GM and tell him “here’s your truck and I want my money back.”

 

I never understand why people always want something extra. It was offered to be fixed. The truck wasn’t born painted…so what’s the problem. It’s always they owe me more to compensate me sense of entitlement. If the dealer offers it great, but to demand it…come on. The truck or the repair isn’t to your satisfaction fine. Decline it. They’ll fix it and sell it to someone else. You’d be amazed how many new vehicles are repaired prior to delivery. What you don’t know isn’t gonna hurt you.

 

It's called customer service and customers are damn right entitled to it. After OPs last post I'd tell them to shove the truck up their ass and buy one from a better dealer.

 

So, playing devils advocate here, from the photo you posted in the 1st post, how do you know that this happened at the dealership? Or was that photo actually taken at the dealership?

 

I see it pretty simply I guess - if they fix to your satisfaction, take it and move on. If they don’t, refuse delivery and search for a new truck.
One thing is for sure - if you refuse it there is someone who will snatch that truck up in a new york minute. They don’t have to accommodate any request beyond fixing the issue obviously. Would it be nice? Sure……but I think that’s a pipe dream

 

100% agree.

 

I think you’ve potentially created another issue which you are getting spun up about which doesn’t really pertain to the initial problem of the minor damage on the door.

Issue#1 paint damage: The good is the few minor paint chips are in a location that will rarely if ever be seen. The fact of the matter is the chips are there and need to be repaired. They offered to fix it free. Let them fix it, check quality of repair and if good the problem is solved.

Issue#2 Dealer not providing you requested extras: You asked for extras and it would’ve been cool if they threw you a bone but they didn’t. Good on your for asking but it is what it is. They made you whole repairing the paint and really don’t owe you anything more.

Overall If the paint chips, back and forth calling Toyota and the dealer is causing you a headache which sounds like already is, you may never be happy with this truck or dealing with this dealer so maybe return the truck and move on to another dealer. They may happily accept the truck back as well.

 

So you feel it’s acceptable that:

- Dealer damaged prior to delivery and then failed to catch in a quality check prior to delivery or notify me (If I would have accepted, not noticed anything and then discovered a week later - wanna bet they would have acknowledged the fact they did it)

- Accepted fault - agreed to remedy and then acknowledged their “remedy” was installing a plastic guard higher up on the door over the damaged portion.

- Ignored the fact that even repaired properly that there will be an accident that must be disclosed if I resell in future - and might effect resale value or cause some potential buyers to lose interest or try to use this as a bargaining chip.

Bottom line - what I originally asked was an acknowledgment of fault (given - then attempted to take back), a proper repair (denied) and a token gesture of customer service for my inconvenience.

If you feel that is outrageous- I hope you are never in a position that requires you to deal with the public and manage complaints.