Kathy Baker | Page 3

Mccord's Vancouver Toyota responded

Your Toyota RAV4 Hybrid is in great hands. Knowing that our knowledgeable staff and welcoming waiting area made your visit pleasant is rewarding.

Mccord's Vancouver Toyota responded

Thank you! We appreciate your business and look forward to helping you with any questions or future needs. Thank you for choosing Mccord's Vancouver Toyota.

Mccord's Vancouver Toyota responded

I sincerely apologize for your experience and, especially, for the lack of communication and follow-up. I completely understand your frustration, and please know we take these concerns very seriously. You should not have had to make multiple calls or wait for us to get back to you. While we still recommend a diagnostic with a Master Technician, if the radiator shutters are stuck open, the vehicle should be okay to drive. However, we cannot diagnose the issue over the phone. If there is a concern that affects the vehicle's operation, a warning light should appear. Our Express Team does not perform diagnostics, and your original appointment should have been scheduled differently. I am coaching our Call Center to ensure that when customers report concerns requiring diagnosis, they are scheduled appropriately and advised to leave their vehicle with us for at least half a day. I also sincerely apologize that Accessories did not return your calls. I have addressed the importance of checking department messages and following up with customers. We value your business and appreciate you bringing these issues to my attention so we can address them and improve our communication and service moving forward. Best regards, Lori Bonner Customer Relations Manager McCord’s Vancouver Toyota 360-360-4758

Mccord's Vancouver Toyota responded

Thank you for sharing your experience working with Brandon and Kathy while in for service. We appreciate our customers here at McCord's Vancouver Toyota. Sincerely, Lynn Quiding Customer Relations

Mccord's Vancouver Toyota responded

Thank you for trusting our team with the service on your Toyota Venza for so many years. Hearing that our work and support continue to exceed your expectations means a lot to us.

Mccord's Vancouver Toyota responded

Hearing that our quick service, quality work, and friendly support met your needs means a great deal to our service team. We’re glad the same-day service on your Toyota Tundra and prompt shuttle made your visit seamless. Our team is pleased we could offer a wide range of Toyota parts and accessories for your convenience.

Mccord's Vancouver Toyota responded

Thank you for taking the time to recognize Kathy with your five-star review! We’re so glad to hear that she has consistently provided you with open, honest, and upfront communication about the service your truck needs. We’ll be sure to share your kind words with her. I did notice that while you gave Kathy five stars, the dealership received three stars. We would love to know what we could have done differently to earn those additional two stars and make your overall experience a five-star one. When a customer specifically mentions one of our advisors by name and gives a five-star review, we also enter that advisor into a weekly drawing as a way of recognizing and rewarding their hard work. Your recognition of Kathy is greatly appreciated and means a lot to our team. Thank you, Lori Bonner Customer Relations Manager 360-360-4758

Mccord's Vancouver Toyota responded

Thank you for taking the time to share your feedback! We’re glad to hear that we were able to help resolve your concerns and that you felt we were prompt and followed through with the issues. We would love to know what we could have done differently to earn those additional two stars. Your feedback is important to us and helps us continue to improve the customer experience. Please feel free to give me a call at 360-360-4758. I’d be happy to hear more about your experience. Thank you, Lori Bonner Customer Relations Manager 360-360-4758

Mccord's Vancouver Toyota responded

Your comment that we never perform extra work without asking first means a lot to our service department. Knowing that your RX 350’s brake replacement was perfect and that you trust us implicitly is incredibly rewarding.

Mccord's Vancouver Toyota responded

Thank you for sharing your feedback. We’re glad to hear that Kathy was friendly and professional during your visit! We completely understand that some customers prefer speaking directly with a member of our team rather than using our AI scheduling assistant. We can place you on our bypass list so that future appointment requests are directed to a human team member. Please feel free to give me a call, and I’ll be happy to personally take care of getting that set up for you. Lori Bonner Customer Relations Manager 360-360-4758