Just a couple of things I would suggest: One, Toyota does not back up the dealership 100%- I can promise you that is a fact. At my dealership, thousands of dollars a month are written off in unpaid warranty claims where we performed a repair in the interest of good will for the customer and the factory denied payment. That is money we lost.
The fact that TMS backed up the SET District rep's story this time does not infer that they back the dealer 100% of the time- in fact it's only indicative that they they backed the dealer
in this particular case, nothing more, nothing less.
You should make sure that dealership is properly rewarded by both word-of-mouth and a written letter to the Service Manager, Fixed Ops Director (if applicable), the General Manager, the Owner and of course, your friendly District Rep.
You should also go the extra mile in getting your normal service done by them, and referring customers to them. Making sure word gets out about a good dealer is just as important as getting word out about a bad one.
I would hope you pursue commending them with the same zeal you had condemning the others... your story
can have an impact and perhaps force change, and furthermore, you need to recognize that the same District Rep may cover this store, therefore possibly denying payment for them and forcing them to eat it. Knowing SET, it wouldn't surprise me at all.
Glad things worked out in the end for you...
