Customer services TOYOTA

To whom it may concern,

Dear Sir/Madam

I would like to bring your attention to my recent experience involving the purchase of a TOYOTA URBAN CRUISER car at PUJANTE AUTOMOCION which is an agency currently representing TOYOTA in Murcia, Spain. I have decided to purchase the above car and made the necessary arrangements in December 2009. After negotiations with the local representative I handed over a total of one thousand euros in December 11th. For this I received a receipt accompanied by the verbal assurance that the car would be handed over to me the first week in January 2010. After the inital arrangement and once the car arrived to the agency, I was asked to complete the total payment for the car which included 14.550 euros and as this was the condition in order to proceed I made sure that a direct bank transfer could be made on the same day. The completion of the transaction would involve giving away my current vehicle -a Renault Clio 2005- equivalent to a nominal value of 2700 Euros this was arranged to take place on the day of delivery of my new vehicle.

Over the last week I have been calling the local sales representative Mr. Caceres in order to know the state of affairs in reference to my new car. On the day in which the car was supossed to be handed over to me, I received yet another phone call from Mr. Caceres explaining that issues related with the paperwork and documentation of the car were not ready and therefore the car could not be released on the promised day. In this context I tried to contact the sales manager in the agency unsuccesfully as I was told that he was not available and that nobody could take my call. After a compendium of calls I managed to contact the Sales Manager who promised to call back as he was with a client, but he never did.

As you can understand I feel extremely distressed with this situation. Originally I decided to purchase this car due to the fact that Toyota is a reputable brand and this is underpinned by the quality of its products. However, I feel let down and disappointed at this stage as my plans for the weekend and week ahead have now been put on hold and the worst situation is that nobody from the agency has had the professional attitude to contact me and explain the reasons -if any- behind these delays. In addition, when this transaction took place there was no economy of words to ask for the almost total amount of the purchase in advance. However when that was completed the customer care was extremely overlooked.

I thought that given what the TOYOTA brand represents PUJANTE AUTOMOCION has not been at the expected level of performance. In my case I will not use this branch again and I will not recommend it either. Besides I am expecting TOYOTA to act on my behalf in order to compensate the situation of unnecessary wait and uncertainty.

Yours sincerely,

Best Wishes


Dr. Hen Liberman MD
General Practitioner
Servicio Murciano de Salud and Mesa del Castillo Hospital
Murcia, Spain.