copy of letter to owner/managr

Dear Mr. Johnson:

As you may recall, I stopped by your station on December 23 to fill up my Toyota and have your people check fluids and tires–my usual practice (for several years) before a trip. Your young attendant told me I needed some fluid in the windshield wiper receptacle and he would add water. When I expressed concern, he said there was enough fluid still in it to be safe. He was wrong.

Two nights later while I was visiting in the San Antonio area, the receptacle froze, burst and destroyed the sensor. I took it to Toyota who told me no responsible service station person would add water only–certainly not in December. Their estimate for repairs was $289 which became $300 when they discovered the sensor was destroyed. They suggested I tell you what had happened, show you my gas receipt, etc.

I knew I had no recourse except your integrity, your willingness to take responsibility for an employee’s mistake. The $300 claim is too small to take to court (as you are counting on), but it is substantial for a widow on a fixed income. In the past month, I’ve checked with several reputable mechanics and they all agree with Toyota’s service people–it was irresponsible to add water and it was no coincidence that the thing froze two days after you did that.

I’m quite sure you know all this, which is why you got aggressive when I politely asked you to help pay for repairs. You followed me out to my car insisting it was all a coincidence OR that perhaps I was trying to scam you. I have a 77 year reputation for honesty and no one has treated me that rudely in at least 50 years!

It would have been cheaper for you to do the right thing and pay for the damage caused by your people. You’ll never get another dime from me or my fairly large circle of family and friends. I don’t know if you have a conscience, but if you do, it will not let you rest easy.

Sincerely,

Dr. Kathryn Presley