Dear Mrs. Lawley,

I am in receipt of your letter dated August 26th, 2008.

First and foremost, I offer my personal apology to you. Regardless of circumstance, whenever a customer leaves disappointed my staff and I feel failure. I am sorry for the time and energy you have unnecessarily wasted on the purchase of your Scion.

That being said, I have read your letter and the copy of your blog entry. I'd like to share a few differences of opinion. First, I am convinced my staff never gave you false information with the intent to mislead or misdirect you. I do believe at times they spoke with a degree of carelessness, which led to improper expectations and at best appeared foolish? I can confirm for you that neither Toyota nor we have a daily tracking mechanism for inbound inventory. As a dealer, we do get daily updated "estimated" arrival times (ETAs) from Toyota and they are sometimes accurate. This summer Toyota's long time trucking partner became embroiled in a labor dispute and eventually filed for bankruptcy. Consequently, the estimated ETA's became unreliable and actual delivery of vehicles to the dealership seemed to have little correlation to the dates we were given. It appears to me my staff mishandled communicating this situation, however, I do not believe anyone lied to you with malicious intent. We made a mistake. Secondly, in your letter you suggest my staff tried to hide your situation from me. In fact, the opposite is true. John Anson, General Sales Manager, took the time to call to explain the situation and took responsibility for the mistakes made a week before. Finally, the mishandling of your accessories was our fault. After you started your sale, we learned you had an out of work relationship with James Crowell. We typically don't permit non-Scion sales people to sell Scions. However, we made an exception because of your relationship. James was not aware, or forgot, the Scion process for adding accessories at port and did not make the required request to Scion. This diversion from our normal process led to a costly mistake and unfortunate frustration on your part. We are responsible for making the wrong decision and should not have allowed James to participate in the deal or made sure he followed process -- again you have my apologies.

My company has a reputation for good service—which I can confirm with our strong Customer Satisfaction Scores and high levels of customer retention. However, we are far from perfect ad I personally am involved in most of our missteps. The language you use to describe my company and my employees suggests you came with a significant degree of mistrust and misconception of a dealer.

In conclusion, I am a long time advocate, financial supporter, and friend of my neighbor, RIT. I can’t tell you how much it stings and disappoints me to have a ranking member of the faculty publicly attack my company in language I feel diminishes the image of my company and RIT [emphasis added]. Elizabeth, you again have my apologies for our many miscues. I wish you the best of luck with your Scion and hope the remainder of your owndership experience far exceeds the start.

Sincerely,
R.J. Dorschel
President