A week or so ago, while driving the 2010 Prius that we'd given to her, our 22 year-old daughter suffered the loss of most braking power as C1391 (abnormal leak in accumulator) reared its ugly head. We didn't know it was C1391 at the time, just that she'd lost most of the brakes. If you Google the issue you see the condition is well-documented and applied to Gen 2 and 3 Prius. We had little luck dealing with Toyota's warranty group due to our car falling outside the range for which a warranty accommodation was made - though they ultimately offered $2,000 on a $4,800 repair - but we were so impressed with the dealership's owner group, I have to share. On Wednesday night we drafted a letter to the CEO of Toyota Motor North America and the Chairman of Morgan Auto Group, owner of Toyota of Tampa Bay. By 7:35 am on Thursday, we'd received a reply from Larry Morgan, Chairman of Morgan Auto Group. His response follows: "I will personally get involved this morning. Be assured we have every intention of doing every thing possible to make you a happy customer. My cell number is below if you care to talk in person. I will be back with you as soon as I have the proper information and remedy. Larry C. Morgan Chairman Morgan Auto Group" By Thursday afternoon, Mr. Morgan replied back that they were working on a solution and asked for our patience. Within 30 minutes of that message, he emailed again asking if we would be available for a call on Friday. We emailed with Mr. Morgan until 8:00 pm Thursday and arranged a call for 10 am the following morning. On the Friday morning call, Mr. Morgan could not have been more sympathetic and genuine in his interest in resolving our issue. He instructed that the dealership would be making the situation right with no cost to us. Within a hour of that call ending, the Auto Group's VP of Fixed Operations reached out letting us know that he'd spoken with the dealership (Toyota of Tampa Bay), the necessary parts were being assembled and they expected the car to be "repaired, road tested and compete this weekend" and that the Service Manager would be reaching out upon completion. By 6:00 pm this evening, we'd received the call that the car was ready for pick-up (which we will do tomorrow). While I'm not from Missouri, I generally need to see things to believe them. So, we'll see how things go tomorrow. But in a world where we are almost conditioned anymore to expect poor customer service, I could not be more impressed with the way the ownership group (Chairman, nonetheless!) handled this issue. I am attaching the letter we sent to Toyota Motor North America and the Morgan Auto Group. I'll post a follow-up tomorrow but just had to share.
Beautifully written letter. Your former English teacher would be proud of you! And it got the job done.
Picked up the car yesterday and our service manager walked us through the repairs. Brakes and mileage are back to normal with no expense to us. Thanks Morgan Auto Group and Toyota of Tampa Bay. Posted via the PriusChat mobile app.
