Hello and thank you so much for the feedback/response. I can certainly appreciate where you are coming from on these points and I want to assure you that we care and are working hard to provide you with an experience that is free of this type of unease. I know you've been coming in for quite some time and I hope you realize this is not the norm for us. However, it is an excellent opportunity to address things with all of our team and tighten up the ship wherever we can. You are 100% correct in the "following a checklist" example and it's something that we practice every day. Clearly, in this case, someone missed a step. I'm happy to have our team reinspect things for you, at no charge of course, just to ensure that all items were completed and everything is as it should be. I don't wan there to be uncertainty in your mind about this! Additionally, we'll make sure the people who missed this know about it... not as a point of discipline, but so we don't make this mistake again!
Please let me know if we can do that for you and I'll make the arrangements myself. Thank you for your business and for the opportunity to improve our services!
I hope to hear from you soon.
Toyota of Puyallup Assisant Service Manager