Toyota Motor Corporation Compliment - Thanks to Chris Pappas, Mr. Cooper, and Ms. Casperbauer
SEATTLE, WASHINGTON -- Hello, I'd like to compliment three members of Toyota of Lake City for taking a rough transaction on a new car very easy to handle. My wife and I purchased a 2010 Toyota Matrix on June 24, 2010. I noticed the very next morning that I had trouble with the side view out the windows when I was changing lanes on the freeway. I attempted to return the car on the 25th of June, less than 19 hours after the purchase. Mr. Cooper was very patient and empathetic, yet could not undo the deal. My wife (Stephanie) and I left very disappointed and a bit angry.
The next morning I was able to speak about the situation to the dealerships Customer Relations Manager, Ms. Casperbauer, who was very empathetic, and assured me she would speak to the General Manager (Mr. Pappas) about this matter. Several hours later Ms. Casperbauer phoned me and let it be known Stephanie and I could meet with Mr. Pappas on Monday June 28th at our convenience. Ms. Casperbauer was very nice during our conversations and instilled in me the knowledge that Mr. Pappas was very interested in resolving the issue the best he could. That was indeed very encouraging.
On June 28th Stephanie and I were introduced to Mr Pappas who was very polite throughout a meeting that did not go very well because Stephanie and I could not understand why the deal could not simply be undone. After several explanations by Mr. Pappas, we still couldn't understand why it couldn't be reversed. Stephanie and I left very disappointed in a car that was not truly safe for me to drive due to the visibility while changing lanes. We hadn't been home more than five minutes and Mr. Pappas called and spoke with me and presented an opportunity to come back the next day to see if the issue could be resolved. We were not being forgotten purchasers. He was genuinely wanting to make us happy and that was very clear over the phone.
At 2:00 on June 29th, I returned to Lake City Toyota and was greeted by Mr. Cooper who had been our salesman from beginning to end. He was very supportive of us through out the process and was the sales person I requested to work with Mr. Pappas and me. The three of us sat down and discussed my options. When I mentioned that getting into a base 2010 Matrix wouldn't eliminate the visibility issue, there was a moment of silence and it was clear to me both gentleman were mulling over another option. When I mentioned that I could not get into a car with a trunk because of my back, and that I truly need a hatch back or a truck to remove items safely. They contemplated this a moment. I then mentioned looking at a Scion. Both men perked up and Mr. Pappas thought that could be an excellent fix.
Mr. Cooper remained very supportive through this process and took me on a test drive in a 2011 Scion XB. Mr Cooper encouraged me to take the XB onto the freeway to see how well the auto would work for me. It was wonderful. I did not have to crane my neck to see the side view. In fact, my analogy of the view is that "... it is like being on a bicycle.."
When Mr. Cooper and I returned to the showroom, there was no doubt that the XB was the solution. Mr Pappas helped us get a nice, low interest rate and very nice monthly payments. Mr. Cooper was simply very honest and supportive throughout the process and yes, I would go back to Toyota of Lake City because of Ms. Casperbauer, Mr Pappas and Mr. Cooper. If Mr. Cooper hasn't moved on to other pastures when it is time for Stephanie and I to buy a Tundra or Tacoma, he will be who I seek out to assist in the purchase.
These three employees were very instrumental in turning an uncomfortable discovery into a very manageable solution. I truly think the Toyota Corporation should acknowledge their fine work as exemplary employees. I am very grateful for Mr. Pappas' patience and professional approach, even with customers who were as unhappy as Stephanie and I originally were.
With Great Appreciation,