Need advice on paint issues on a newly purchased car.

[onza]

Hello Gang,

I'm looking for some advice here. My brother purchased a new black colored car from a Toyota Dealership. The car had 120miles because they had to bring it form some other dealership. Okay to the problem.

1. When my parents went to go pick up the car the sun was set.. and the detailer was a kid... I was not a part of this buying process at all until this crap hit the fan.

2. My brother inspects the paint the next morning and noticed tons of micro maring / scratches due to a terrible prep/detail job.

3. My dad / bro go back to the dealership the next day to see what remedies they could provide. And their solution was to get the head detail guy to re-buff it out with his dewalt + who knows what kind of pad. Probably wool

4. We get the car, okay looks good due to the fillers the guy used. But once the fillers washed away after a week of solid rain, OH MY GOD, it looked like someone took steel wool and went in a million circles ALL OVER THE CAR.

5. Take it in again, they off the same solution, so we say OKAY, this is your LAST chance. FIX it... okay so more fillers + terrible swirls still on the car.

6. What do we do next? They can't fix the issue at hand and I'm all out of options? Do I ask them to take this to a new shop that specializes in paint correction?

A NEW CAR SHOULD NOT HAVE SWIRLS. God this is obnoxious.

I apologize in advanced that this is long but I'm trying to get all my options before going in tomorrow. I'm going to see the manager. I think I need to start telling them that I'll give them 0's on the survey or something because this is nuts.

Thanks for the replies.

 

[PricklyPete]

Take it up to their Toyota corporate. If no luck, tell a local news agency.

 

[CRXican]

Pretty standard. If I ever buy a new car there will be specific instructions NOT to wash or "prep" it

 

[nickbits]

Sue for the cost of repainting it?

 

[fbrdphreak]

Get a refund. File a complaint with the BBB & state attorney general's office.

 

[StageLeft]

Pretty standard. If I ever buy a new car there will be specific instructions NOT to wash or "prep" it

Not standard to have a nitwit @*#( your paint on a new car

 

[onza]

This is the letter i'm going to present to them. Then I will report back on how they handle it. Stay tuned.

June 29, 2010


Carlson Toyota of my excellent compatriot Rapids
12880 Riverdale Drive NW
my excellent compatriot Rapids, MN 55448
763-427-3200

ADDRESS


RE: Clear coat paint swirls on newly purchased 2011 Camry SE (5th meet, 3rd correction)

Dear Carlson Toyota, General Sales Manager, New Vehicle Manager, and Master Service Manager,

We currently have an on going problem on the newly purchased Toyota Camry on June 7th, 2010. Currently, the car is 90% covered in either swirls or holograms caused by the misuse of the rotary buffing tool. Applying wax only does not fix the problem it only masks the problem for a few days then the problem will reoccur.

Clear coat typically has a thickness of 1.5 – 2.0 Mils, and each time we had the car detailed using the rotary buffing tool, it removes an average of 0.025 Mil of paint. I’m starting to worry because of the severity of the current condition of the clear coat that more damage has been done then good.

We have gone in a total of three times and the detailer has used the rotary tool on the car. This puts the removal of clear coat at 0.025 Mils x 2 = 0.050 Mils removed. This may not be a lot but we are now looking at a third time because this is the only way to correct the prior two mistakes that your detailer has caused. This will put us at 0.075 Mils removed by the third attempt, at the 0.4 Mil removed mark you will enter clear coat failure danger range. We are close to one fourth of the way there.

Another issue at hand is the time it takes for us to solve the swirl / hologram problem. Each time we drive out to see you guys for a remedy it turns into a new problem or the problem just goes unsolved. Each visit lasts more than 40 minutes (drive time included) and in addition takes up the time of whoever is also involved. Addressed below chronologically are the events we had to drive over to Carlson Toyota to address the issue:

• 1st time – 6.8.10 only visual inspection #1
• 2nd time – 6.11.10 rotary detail (caused more damage)
• 3rd time – 6.xx.10 visual inspection #2
• 4th time – 6.24.10 rotary (caused even more damage)
• 5th time – today 6.29.10 visual inspection with manager

We need a resolution to the problem and we are not interested in another detailing job because clearly that option is not working. Furthermore, the assistant service manager mentioned MAACO on our 3rd visit and I am not interested in this option because I don’t think they are up to Toyota’s standards.

What we are interested in is an outside third party professional detailer of my choice and the bill will be footed by Carlson Toyota. I also expect to be compensated for lost time due to all this driving back and forth, via free oil changes or other free services. Once completed and finished and I am completely satisfied with the end result, we will conclude this matter in full.

During the downtime we also request a new Toyota loaner car of equal or more in value of our current 2011 Camry SE that is currently being addressed. The last loaner car was unacceptable and we didn’t feel safe driving it.

If by this current meeting 6.29.10 we can’t fix or rectify the problem we will promptly fill out the online survey in the reflected manner to date and express our dissatisfaction with Carlson Toyota’s way of handling this issue. We will also contact Toyota, Consumer Affairs Department, Attorney General, and lastly the Better Business Bureau regarding the same issues as addressed above.




Sincerely,


NAME

 

[StageLeft]

Not bad but also give option of them simply replacing the vehicle with another one with no more miles than yours, same options, etc.

And MAACO?

 

[onza]

Not bad but also give option of them simply replacing the vehicle with another one with no more miles than yours, same options, etc.

And MAACO?

*snip* pic

I will have to add that as well. Forgot the easiest fix to the problem.

 

[onza]

Update-

The letter below is what I handed them. Straight and to the point and I wanted a paper trail for future problems that might arise.

The assistant service manager kept blaming the COLOR of the car which is Black was the root of the problem and that you typically see these kinds of marks on a black car. I told him LOOK, this is a NEWLY purchased car, from here on out never make the comment about how because the car is black the car is more prone to having marks. I told him to look at his showroom cars and to show me where on the show cars they had swirls on it. He later went to the car outside in the sun and confirmed I was correct on the swirls/holograms.

Basically the response was - we will send the car out to an auto body shop that is not within the dealership. If they don't fix the issue this time, we would file a complaint for not being able to handle the situation.

 

[Carlson Toyota]

Hello,

My name is Justin Beck, eCommerce Manager at Carlson Toyota. I promise you that we at Carlson Toyota take this very seriously. We will continue to stand behind every vehicle we sell and go out of our way to make every customer happy. The customer left the dealership extremely pleased with our efforts, I witnessed it.

I will check back in a week or so to make sure everything is great with your Camry SE. I want to make sure you are a continuing happy customer.

Justin Beck
eCommerce Manager
Carlson Toyota
763-427-3200

 

[Gibson486]

WTF!


Mazda Dealerships (and Corporate)...take f'n note.

 

[onza]

Hello,

My name is Justin Beck, eCommerce Manager at Carlson Toyota. I promise you that we at Carlson Toyota take this very seriously. We will continue to stand behind every vehicle we sell and go out of our way to make every customer happy. The customer left the dealership extremely pleased with our efforts, I witnessed it.

I will check back in a week or so to make sure everything is great with your Camry SE. I want to make sure you are a continuing happy customer.

Justin Beck
eCommerce Manager
Carlson Toyota
763-427-3200

I'm not sure how the 6th visit could warrant such a PLEASED reaction?
The body shop didn't do their job and the clear coat is still in poor condition. The swirl marks / holograms are clearly visible in the sun and as addressed in our letter we will push forward with what was discussed. Please view picture below.

Thank you.

 

[LTC8K6]

Is that supposed to be a brand new car?

 

[onza]

Brand new as of 6/7. Car had 120ish miles on it when we picked it up.

Now the car has 400miles or so, and the letter states how many times they tried to correct the issue, it's only gotten worse. We haven't washed it since because of this chaos.

 

[SpatiallyAware]

Brand new as of 6/7. Car had 120ish miles on it when we picked it up.

Now the car has 400miles or so, and the letter states how many times they tried to correct the issue, it's only gotten worse. We haven't washed it since because of this chaos.

But did you purchase it as a new or used car?

 

[onza]

Brand New. Fully warrantied.

 

[NutBucket]

Sue for the cost of repainting it?

It doesn't need new paint; just a competent detailer.

 

[Supersonic64]

Hello,

My name is Justin Beck, eCommerce Manager at Carlson Toyota. I promise you that we at Carlson Toyota take this very seriously. We will continue to stand behind every vehicle we sell and go out of our way to make every customer happy. The customer left the dealership extremely pleased with our efforts, I witnessed it.

I will check back in a week or so to make sure everything is great with your Camry SE. I want to make sure you are a continuing happy customer.

Justin Beck
eCommerce Manager
Carlson Toyota
763-427-3200

Dear Justin,

I demand you replace this man's car with a new one or heads will roll!

Jakoshi Himotada
eCommerce Marketing and Sales
Toyota North America
1-800-TOYOTA ext. 181

 

[thescreensavers]

Pretty standard. If I ever buy a new car there will be specific instructions NOT to wash or "prep" it

This, Every dealer wants to Detail your new car before giving it to you. They Swril and Buffer trail the SHIT out of your new car.

Here is what the dealer gave us all around the car(LS430), I had to fix it my self with a DA and some Compound/Polish, its basically pointless to try to get the dealer to fix this.

OP you need to go to a professional Detailer. Not the hack job the dealer does. Every time you get them, the dealer to detail it, they are removing clear coat with there improper technique, ie buffer trails, swirling, maring. All the car dealers are the same believe me! Happened to my car as well

And if you are going to get toyota to pay, good luck. A good detailing job to remove all of that takes 8 hours and maybe 6 if they rush. They are probably doing it in 1-2, there is no way they can do it that fast.

 

[ElFenix]

didn't iamwiz do a rather extensive hand detail job to a new bmw due to 'dealer prep'?

 

[LaBella]

Hello,

My name is Justin Beck, eCommerce Manager at Carlson Toyota. I promise you that we at Carlson Toyota take this very seriously. We will continue to stand behind every vehicle we sell and go out of our way to make every customer happy. The customer left the dealership extremely pleased with our efforts, I witnessed it.

I will check back in a week or so to make sure everything is great with your Camry SE. I want to make sure you are a continuing happy customer.

Justin Beck
eCommerce Manager
Carlson Toyota
763-427-3200

Dear Justin,

I demand you replace this man's car with a new one or heads will roll!

Jakoshi Himotada
eCommerce Marketing and Sales
Toyota North America
1-800-TOYOTA ext. 181

Is this all real? Wow. And usually you will have to be dealing with the service manager to get paint claims warrantied.... Maybe cut a few people out of the equation?


Fuck. Recall some paint next?

 

[Carlson Toyota]

Hello All,

I wanted to check back in and make sure everything is okay. I heard you were pleased with the money we gave you to take it to your preferred place. Did they do a good job?

Hope all is well and let us know if you have any problems!

Justin Beck
eCommerce Manager
Carlson Toyota
763.427.3200

 

[chin311]

lol wtf @ this thread.

and on topic, that pic looks HORRIBLE for a "NEW" car. how about not hiring the local high school failures to be your "detail" department.

 

[amdhunter]

If the Carlson Toyota guy is correct and they gave money to the OP to get his car fixed...it's a non-issue now. At least they made some sort of effort.

Personally, I would have just filed a claim with my insurance company and let them handle it.