This is an email I recently wrote to Dave Zellers, the VP of Customer Retention:

Dear Dave,
I am writing to inform you of my dissatisfaction with the 2005 Scion Xb that I currently finance. I have had this car since September of 2008. In the span of 23 months, I have had to replace my windshield 5 times.

I am wondering if this issue has been brought to Toyota’s attention before. I have read research blogs that explain how the arms that hold the windshields in may be too tight, causing the overload of pressure on the glass itself. Others say it’s the angle of the glass that causes it to crack anytime something hits it. Whichever the case may be, it is just a faulty design on Toyota’s part.

It’s a shame really. I loved this vehicle when I first bought it. It handles wonderfully, and trucks through the snow covered roads in Buffalo, NY like a champ! But I have been filing claims each time the windshield cracks, and because of this; my car insurance has risen about 15%. I am a working 25 year old that simply cannot pay out of pocket, $390.00 each time the glass needs replacing.

Could I please ask you to look into this matter? I am not asking for a handout, but I’ve been completely unhappy with this purchase. My ultimate goal is to find a buyer for my car, or to have someone take over the loan I have out with Toyota Financial. I simply do not want this vehicle any longer. It would be wonderful if somehow I could just, “give it back” to Toyota altogether!

I have enclosed the invoices from my 5 replacements with Safelite Auto Glass of Buffalo, NY.
I look forward to hearing from someone.

Thank you for your time.


I do not expect anyone from Toyota to ever really respond... I just want to see if it sets off any fireworks.

Sigh.