Gustavo Camacho

Manhattan Beach Toyota responded

Dear Mr. Reyes, First and foremost, on behalf of all of us at Manhattan Beach Toyota, I want to thank you for your service to our country. We are sincerely honored to welcome veterans like yourself into our dealership, and I’m truly sorry that your experience did not reflect the respect and appreciation you deserve. I was especially disappointed to hear about your interaction in our finance department. Please accept my deepest apologies for the behavior and remarks you described. What you encountered does not reflect our values or the level of professionalism we expect from any member of our team. Every customer—especially a veteran like yourself—should be treated with dignity, courtesy, and fairness throughout every step of the car-buying process. I also want to commend Gustavo for the respect and care he showed you. I will personally recognize him for his efforts and dedication to your satisfaction. Your comments regarding Mr. Sang Lee have been noted in detail and will be addressed directly and seriously. We are conducting an internal review to understand exactly what happened and to ensure this type of behavior is corrected immediately. Feedback like yours is crucial in helping us improve, and I want you to know that this will not be brushed aside. If you're open to it, I would appreciate the opportunity to speak with you directly and personally extend an apology, as well as discuss how we may still earn your trust and business. You can reach me at [insert direct phone number] or simply reply to this email with a convenient time to talk. Mr. Reyes, thank you again for bringing this to our attention, and more importantly, thank you again for your service. We are committed to doing better. With respect and gratitude, Alison Lent Customer Relations Manager Manhattan Beach Toyota

Manhattan Beach Toyota responded

We're thrilled to hear you had a great experience—thank you for sharing it!