chipping paint

My name is Terry Longmore, I am the general manager for Milham Toyota. I feel I need to respond to Kathy Lakatosh’s comments concerning her FJ Cruiser. There are several key points that she fails to include….not surprising in the least. She brought the vehicle to the dealership so we could look at it. We, in turn, had our manufacturing representative from Toyota Motor Company come to the dealership to look at the vehicle and make a determination as to the reason for the chips. Toyota Motor Company made the determination that the chips were from road hazards. When I relayed this message to her she was very upset and used numerous vulgarities to express her dissatisfaction. I told her I would personally look at the vehicle for her and after inspecting it I returned her call to tell her I agreed with Toyota’s decision. That was greeted with another 20-minute barrage of vulgarities. She is a nurse at one of the local hospitals that we do business with and her comment that “I better hope I never seek help on her shift” was the final straw. I told her to come and get her car.
In my 30 years plus experience in this business I have never encountered anyone as impolite as Kathy.
We do strive to take care of our customers and in the biggest percentage of the cases we are able to reach an agreement with any customer that may have a non-warranty repair. This was not the case here. She is entitled to her opinions, I can respect that but I wanted to make sure that both sides of this disagreement are stated so anyone reading it can make an informed decision about this dealership.

I've noticed that the paint on the FJ chips more than any car I've owned before.