Poor service

see email below sent to Waite

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Dear Sir;

I am writing to inform you of an extremely poor level of service I experienced from your service department.

My 2003 Toyota Echo broke down on I-81 shortly after I crossed the Can-USA border on Wednesday Oct. 17th and I arranged for it to be towed to your establishment for 8am on Thursday the 18th.

Despite my repeated requests for quicker service the repair was not completed until late on the Wednesday the 24th, DESPITE my offer to pay overtime for any technician to complete the repair earlier.

The problems ranged from the part not being ordered by 10:30am on the Thursday (evidently if parts are not ordered by that time you have to wait 24 hours????) to your service rep (Temple) just not caring that I was stuck out of town and out of the country.

I am not guessing she didn�t care, she point blank told me she did not! She had other customers scheduled for work and she was completely unwilling to fit me it! I knew I was in trouble with this person as soon as I spoke to her the first time, when she immediately dismissed any chance this was a warranty issue, as I was from Canada!

Even the day I picked up my car and told her again I was not happy with this service she seemed unconcerned, stating �the work was completed the day before, why didn�t I pick my car up then?�! Completely unaware that you are 150 miles away and I couldn�t just get in my car at 5pm and drive to Watertown to pick it up!

As I was extremely busy getting my son to/from Utica for surgery I did not take the time to contact you earlier, but I am now. I would not accept poor service like this at home; I would ask if this is what you accept as good service??

This delay in getting my car fixed cost me time and money! I was forced to rent a car (at a cost of $550US) for the week and ask that you consider refunding me some of this cost from the $1,082 cost of my repair.

Thanks for your consideration of this request,

Brian Cayen

Ottawa, Ontario

613-852-0120