Security was on hand during the Toyota make meeting here these days, but there wasn’t a peep of hostility aired toward the organization during an hour-long session, dealers said. “This is really a great product and a great organization,” stated Sam Swope, a Toyota dealer since 1967.
Using the automaker mired in controversy surrounding its recalls, some dealers thought the meeting could get contentious. But the anger was leveled at the media and the federal government, while sellers who emerged from the private session, which was marked by rounds of applause, appeared upbeat and optimistic.
“I don’t have any concern about sudden acceleration,” Swope said. “I have thousands of clients but zero complaints from them. What the sellers are concerned about may be the government.”
In an unusual move, Toyota invited the media to communicate with Toyota executives and some retailers afterwards.
The sellers who spoke stated Toyota has been exemplary in its handling from the recalls. Many blamed the press for getting sensational. “I’m tired of the entire media onslaught,” said Bill Stringer, a dealer in St. Louis. “We’re not happy. We’ve a really strong brand. I live and breathe this brand. My family’s income is at risk.”
Paul Atkinson, who owns two stores in Texas and is chairman from the Toyota dealer council, says the negative press has hurt sales at some dealerships because some consumers don’t know that Toyota stores are open. But he adds that he has fixed all client vehicles and now is selling his complete inventory.
A January recall of 2.3 million Toyota-brand vehicles in the United States addressed unintended acceleration complaints linked to sticky gas pedals in eight models.
The Prius hybrid and Tacoma pickup have because been called back for separate difficulties. A U.S. recall last fall covered a lot more than Five million Toyota and Lexus models to address floor mats that can trap accelerator pedals.
As numerous as 34 deaths related to unintended acceleration incidents in Toyota automobiles have now been reported to U.S. highway safety officials, according towards the latest federal government data cited in press reports these days.
‘We made some mistakes’, Bob Carter, Toyota Division general manager, stated dealers are repairing 50,000 sticky pedals a day, for a total of 500,000. He said from the 112,000 units that were affected by a delivery halt, 88,000 are now fixed and back on the marketplace.
“We have a concern right here; we produced some mistakes,” Carter stated. He reminded the media that Toyota has always been near the top or on the best in most major studies for durability, high quality and reliability. “And we have the greatest dealer group,” he stated.
He also emphasized that “there is no issue with our electronic throttles. We have tested every scenario.”
The automaker has contended that any incidents of unwanted acceleration have resulted from either the floor mats or sticky pedals. Some skeptics say electronic failures could be the trigger.
Carter stated the organization is studying all avenues for reaching out to customers, including longer warranties and discounts on vehicles.
Don Esmond, senior vice president for automotive operations for Toyota Motor Sales U.S.A., stated he apologized to dealers today.
“I stated I’m sorry, and we’ll move on,” he stated. “We’re a quality manufacturer. We stumbled a bit on the quality end, but we’ll recover.” He said dealers suggested a Web site that would allow retailers to post all customer complaints to maintain the organization closer towards the matter. “We’re not saying we will do it, but it was a suggestion,” Esmond said.
Dealer’s campaign
Meantime, Neal Kuperman, owner of Rockland Toyota in Blauvelt, N.Y., stated he’s doing his own ad campaign to address the concern.
“I’m running full-page ads,” he stated. “I sent 1.Five million e-mails to my clients telling them that we are right here to support them. Yesterday, I opened for that first time ever on a Sunday.
“There are recalls all of the time,” Kuperman says, “but when the media and administration make it more than that, that makes it scary. It looks confusing towards the client. This is not great for the industry; it will affect everybody.”
Ernie Boch, Toyota’s second-largest U.S. dealer, expects the automaker to arrive out with a strong high quality message in March. He termed the existing commercial an apology.
“Next they will remind people what a great organization they are,” Boch stated.
He also said the challenges will help Toyota. “I believe all the crap GM took made them a better company, and certainly this will make Toyota a better company”.
Toyota dealers have had a tremendous ride, he said. “I’m sure this has whacked their worth — a little — temporarily,” he said. “But no Toyota dealer out there has something to cry about.”