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

Same here. I don’t get upset when mistakes happen unless they don’t tell me. Or worse, tried to cover it up.

 

The photo was taken at delivery of the vehicle - I never saw the truck prior to delivery. The ONLY people who touched truck between transport and delivery were dealer employees and sub contractor potentially (not sure who did tint and door edge guards - body might, but usually subs out those things) - so sales, detail and then either body or sub.

Like I said - if I would have not caught it at delivery - I have no doubt they would have denied causing it. The fact that damage occurred OVER the protector verifies it didn’t occur on transport (as protector not installed until it was on lot) and the fact it is verified to have occurred prior to me taking delivery verifies only the dealer could have been responsible.

 

Sounds like you should refuse delivery, get your money back and search for a new truck

 

This is one reason I always tell the dealer to skip “make ready” whenever I buy a vehicle. I’ve already eyeballed the truck thoroughly to make sure there are no issues like this. The make ready process isn’t going to improve your vehicle much, and it’s just more opportunity for damage by a porter who’s only job is to run through them as fast as possible.
My standard instructions are “don’t wash it, and don’t put any dealer logos anywhere on it”. I want it in exactly the condition it was in when I agreed to buy it. They argue with me every time on the car wash part. Seems like they’d be happy to save the time and labor.

 

WarMachine - Exactly my point here.

I’m not upset that it happened - or with the salesperson who tried to make it right

My issue is squarely with the idiots in body who tried to throw a band aid on paint chips to a new truck and call it “fixed” and the moron of a GM in sales who had the balls to come out and say they weren’t responsible- but we’re going above and beyond in offering me anything.

I mean quit playing like your doing me a favor fixing what you damaged. It’s a small dent and broken paint. Fix it properly and make it right. I did not ask for any cash compensation - I asked for an hour of free labor (which cost the dealer nothing additional - as the employees doing work are salaried).

Aside from that - I’m pretty sure the group who damaged it/failed to alert sales was over in body shop - so just making it clear that if you do this - it’s gonna be caught and it’s gonna create problems- so don’t do it again.

Anyway - I’m done. It’s an issue between myself and Toyota at this point and the court of public opinion can close the case. Dealership showed their true shadiness in pouring gas on a small fire - making it an issue. Like I said - if they want to play this game, I’m more than equipped to play. I’ve been around a day or two and know how to play and what to do.

If they treat small stuff like this - how you think they would react when they screw up something big on a customer’s vehicle and cause real damage or injury ???

 

I don’t get the comments from some about it not being a big deal. “It’s a truck. It’s going to get scratches.” Of course it is, but it needs to come off the lot in relatively perfect condition. My 2017 Tundra has a few marks on it, but that scratch is worse than anything I’ve put on it in four years and 60,000 miles.
When I got my first Tundra in 2011, there was a small scratch that wasn’t as bad as yours. The salesman caught it before I did, and asked me to bring it back at my convenience to repair it. He put a big note on my paperwork indicating that they owed me the repair. I didn’t have to ask, and that was at in my opinion, the shittiest dealership I’ve ever dealt with. It was the only part of the experience with them I was happy with other than the price I paid.

 

I get your point, but don’t understand your thoughts on this. If my truck gets dinged by another car door or something, even down to the metal, I’m not calling carfax to report an accident. I had a tree branch fall on my hood and got PDR done. You can’t tell the small dent was ever there. I don’t feel bad or that I’m being shady by not reporting an accident. At most now you’ll have to check “minor scratches” (if it’s not fixed) when you are getting a value for your truck, but I don’t think I’d even do that if it was my truck.

It looks to me like they opened the door too wide and hit a wall. I’ve done that in my garage but not as bad.

 

You don’t notify CarFax - they obtain the info from various sources. An insurance claim is almost a guaranteed to show up - but any work done “on the books” at a dealership has at least a 50/50 chance of appearing.

Then there’s the non tech evidence. Once you’ve been around cars for a few months - you develop an eye for “repairs” - both correct and poorly done body/paint. A good eye can see all - and if you don’t acknowledge what was done - and have proof, it’s as if your hiding something from them and that just don’t look good.

Finally - a millage gauge will tell if paint has been redone - commonly used in used car trade ins. Unless your putting a new door on it (which no one suggest is reasonable) - it’s gonna be a couple of mil more on the repair area. Not a big deal - but it will be noticeable if your looking for it.

 

Well I traded in my 2010 with scratches on it and an insurance claim for hail damage. I lost no value. I got $5k over KBB for it in 2018.

Yes I know everyone is different. But those dings are so minor I would’ve let them fix it and move on with my life. This seems to be causing you a lot more headache than any assumed loss of value to the truck.

The dealer is out nothing except maybe a future customer. They already offered to fix it. Toyota will probably tell you the same thing.

Also labor isn’t free. Someone is still paying the techs. If they told a tech to do work for free, they’re going to rush and it’s not going to be the best work. That’s time away from another car they could be working on and making money.

 

There is no “diminished value” with this type of issue whatsoever and nothing that will be traced back to a claim. Even so, any reasonable person would understand that these things Happen and that it was repaired properly by the dealership. To expect something more than a quality repair is kind of ridiculous - either accept the repair and purchase the truck or get your money back and purchase another one.

 

Chips and scratch look down to the metal. A quality paint repair is acceptable but not at the cost of it going on a carfax or autocheck.

It’s good you asked for some extras but when they said no it should end there. They don’t owe you more than a quality paint repair.

If I bought a new 50k plus truck and it had that damage and I didn’t like the way the dealer repaired it or even risked the info going on carfax on my brand new truck, I’d walk.

Will they allow you to return the truck?

 

If you can get them to take the truck back that's what I'd do, wash your hands of it. After all this you'll probably have a sour taste in your mouth, I know I would. I'd start fresh with a different dealer.

 

War Machine, I do exactly the same thing. I tell them not to wash or clean it in anyway. Just fill the gas tank up. The salesman or woman always look at me weird, but I just tell them I do not want any swirl marks on my clearcoat.

 

As to effect on value of a car having reported damage.

I just ran my truck through Carvana both ways - no damage and repaired damage (650 estimated cost) all other variables the same.

Offer with no damage disclosed - $55,800
Offer with $650 in repaired - $37,600

Now I feel the difference in offers is outrageous and Im willing to bet that I could get 40k for a 2021 Pro with under 150 miles on it….but just an illustration that to some buyers - there is a difference.

My plan is simply this - spend the few dollars on filing the suit - make dealer respond and see if they are stupid enough to go on record to a court and say that there offer to a vehicle owner would not change if a damaged vehicle were presented with proper repair vs the same vehicle with no record or signs of repaired damage. Clearly - any reasonable person knows that dealers DO use this negotiation tactic in their business - so either they admit they lied in an email me me - or they lie to a judge and then open themselves up to a huge class action of every person who they lowballed on their trade using CarFax. I’m good either way - like I said, you wanna play games - I’m not a novice player at this game so let’s go.

Ohh..the topper - the email from the poor salesperson yesterday - about how SHE is the victim in all this, her GM is mad at her and I need to call and APOLOGIZE TO HIM. Same GM who can’t reply to an email or pick up a call himself and keeps sending a salesperson to do his job (I made it clear from the start - her job is sales. His job is to run the dealership - so when it’s not a sales related issue - it should be him that responds - not her…it’s simply not what she gets paid to do).

FYI to some of the posters a bit slow on the uptake here - I post sarcasm in italics for your benefit. I clearly don’t feel a loss of value of near 20k is anywhere close to fair - nor do I feel bad for a salesperson who can’t stand up to their boss and tell them to fight his own battles - especially when he starts the fight.

 

You seem to want to play this all the way out and get everyone to see it your way - when the obvious answer is to get out of the deal and get another truck. Whatever they do for you won’t amount to your calculated $18k in “diminished value”. My life is stressful enough - I don’t need to spend one more second with a car dealership adding to it…..

 

So are you offering to pay me what I paid for the truck in full ? Or just saying the dealer should offer a full refund (offer was made and flatly rejected by the dealership). BTW - keeping reading the post…at no point did I say I AGREED 18k was realistic - just a demonstration of the games dealers play. I never ask for 18k - nor would I.

As I said - yes, I am going to play this all the way out. Dealership has been incredibly difficult / I originally asked for an acknowledgment of responsibility and proper repair at no cost and sales agreed.

After this was taken to the GM - he said no, they would not fix it at all not their fault and told salesperson to email me that she acknowledged fault in error.

It was only after he knocked over that domino that I changed anything- because again my opinion is - if you want to throw more shit on me…I am gonna toss it right back and penalize you for my trouble. He then backed down to grant a free door protector whenever I stopped in to “cover up” the problem…only to pull that offer.

As stated earlier - the option for “buyback” was among the options presented and rejected by dealer.

The matter remains one of principle more than damages to me - this clown treats customers like they owe him for allowing them product. I think it’s time he gets a reminder of his actual place on the food chain - and I’m willing to wager there’s some judge out there who got screwed on the purchase/trade of their luxury car purchase who will feel similarly.

If they would have done the right thing up front - nothing would come close to this. It’s big business being big business - bully consumer and ignore the complaint until it blows up and then cry victim after being “bullied” by the pissed consumer.

 

Ok, I didn’t realize that. If they won’t accept fault and provide a quality repair or buy back the truck, I would do what I could to get a satisfactory result. It would be very interesting to hear why the GM is refusing the repair

 

I’ll simplify things for the slow learners on this board. Tell me where I’m wrong here - of the 2 options offered - which one should I have accept and have been satisfied with:

- Bring the truck to dealer body shop and pay for the repair in full myself

- Allow the dealer to give me a plastic door protector that’s wide enough to cover the broken paint and dent

Those are the presented options. Things started well but quickly went sour - and I am somehow unreasonable not accepting one of those 2 options (and second wasn’t even offered until I made it clear I wasn’t going away).

 

Good luck

 

For the slow posters on this board, I will simplify another point of view. Just MAYBE the GM dug his heels in when he felt as though buyers were strong arming him into giving hundreds of dollars of free services instead of just fixing the problem……..

 

Yikes!

I had a 2" rock fly off the rock hauling truck and land on the hood of my Accord resulting in a smallish debt and paint damage to the metal. I filed an insurance claim and took it to a legitimate body shop. Price to repair was about $850 of which I paid $100 for my deductible. Two years later when I went to trade it in, there was zero mention of any repairs on the CarFax report the dealer pulled on my car. There was no reduction in my trade in offer. Seems to me there is a minimum dollar value before a repair has to be reported...something like $3500.

 

The why of the GMs actions - can’t say for sure - but I suspect highly it has to do with anything beyond the offered solutions would cost the dealer more than $3 or 5 minutes of his time.

Simple stupidity at its finest on display.

At this point - I’ll certainly never buy from them again and Toyota in general has left a sour taste in my mouth - hell, at least RAM tries to make things right with their customers when they go wrong (practice makes perfect I guess).

 

I can pretty much guarantee that opening a case with Toyota corporate and a poor survey evaluation will get your door fixed

 

I'm thinking something similar to this. What's worked for me in the past was to bring up that they fix it right here, right now and I continue with services on the vehicle through warranty (worth 1000's to them) and give them a good review, or I take my servicing elsewhere and give them a bad review.

Everything I've seen is 'I want stuff now', no long term hurting their books down the road. I wouldn't have left the lot with the truck, not signed any paperwork on delivery - sounds like this has been done and that helps the dealer.

 

Surprisingly - Toyota customer advocacy did nothing. They simply said “call the dealer - once it leaves transport it’s their problem”.

2nd rep on callback was nicer about it - and did create an escalation to dealer GM.

Which I feel did just create the last interaction with the GM who actually called and did something- he offered proper repair/loaner or full refund.

It’s sad in a way that I even have to think about the offer - but talking to the man for 25 minutes and I could tell in 30 seconds what type of person I had on the line - starts off blaming salesperson for all the bad - saying never knew about it prior to 8:30a today - when I said something to the effect of that’s not my understanding and perhaps all 3 of us should get together and he look at it in person - he backed off and recalled he “might have known as early as Monday - but can’t remember” - I then said I have emails where sales said he directed them to tell me they weren’t fixing and it was on my dime from last week - he then got real flip/flopping and said he deals with a lot of complaints and doesn’t remember them all (odd as he said at the start he recalled the truck easily as it’s distinctive being a TRD Pro and they only get a couple a year tops and went out to check it out at delivery).

I just have a personal adversity to liars and morons - this guy comes off as being both.

The good news is it will be resolved to my satisfaction - I’m leaning towards just letting them fix it for free (all I asked for from start) - but if I find anyone with a TRD on lot or coming in next 2 weeks local who will sell for what I paid there - it may just get me to turn it in.

Sucks as I could snag one in Ohio or PA right now at same price (sticker/tag/tax and dealer fee) - but just don’t want to drive 400 miles each way - and I can’t reasonably expect them to transport here free.

 

I'd find a reputable shop that does touch up paint repairs and take it there to be repaired, at the dealers cost, before I'd let that dealership touch it.

 

Sell it on Vroom.

 

Not an option they would agree to.

Again - I understand, they want to fix themselves and pay nothing aside from a bit of materials.

I seriously would hand the keys back on almost any other vehicle - but getting a replacement is gonna be a tough task in short term. I could either wait a month or 2 for another to make its way through pipeline - drive 400 miles and have one today or let them fix this.

I know I will never buy from dealer again after this experience - I highly doubt body does any worse than any other qualified shop would - sales/body are 2 different teams under the same ownership. Not as of body is gonna screw up because of my issues with sales. Imagine they would be interested to hear how the GM tried throwing them under the bus too though (they handle prep of new cars in addition to repairing them)…just another thing that told me what a douche he was. Never once took ownership of a problem - it was all about showing how right they were and how wrong everyone else is and whose to blame - what can I say…typical sales crybaby.

Vroom can have it - COD this time though…burn me one - shame on you……(again funny how fast they jumped once I brought in some outside help).

 

I'd take the repairs, and I'd post a detailed review of your experience on any platform they are listed. Google, yelp, toyota itself. This should have been a quick easy solution from day one. Proper response from them should have been "We're sorry that your vehicle wasn't up to standards at delivery. We would be happy to provide you with a loaner while we repair the damage." I don't think they owed anything beyond that, but they absolutely should have fixed it without question.

 

Sorry for the issues, but if it was this big of a deal for you, you should have never accepted the truck at delivery.