In November 2011 my beloved 1983 Chevy Caprice reached the point where it was no longer suitable as a daily driver. The engine needed major work and with gas prices what they were it didn’t make sense to continue using it for my daily commute and weekend road trips. I had the financial means to purchase a new car so I decided I would finally take the jump. Since this was going to be my very first new car and the largest purchase I had ever made, I took my time. I created a list of possible cars to purchase and took each for a test drive. The 2012 Toyota Camry XLE 4cyl was the right fit for me. I purchased the car from Dorschel Toyota in Henrietta, NY. The sales process was excellent. Dorschel had the car I wanted in stock. The salesman was friendly and patient. I dealt with a single person throughout the entire sales process. At no point did I feel pressured or rushed. I couldn’t have been happier with the whole process. Unfortunately this is where the love story ends and every car buyers worst nightmare begins.

Just two days after accepting delivery of my new 2012 Camry I took the car on it’s first road trip—New York City bound—when the windshield suddenly and unexpectedly cracked while taking a turn. The crack was on the passenger side of the windshield and started along the top edge. The noise was down right frightening. Just a sharp, loud, crack. At this point I had absolutely no idea what caused the crack. There were no cars within 100 yards of the front or back of my car and I was in a section of road where northbound and southbound lanes of traffic were separated by a large hilly swath of land. I chocked it up as bad luck. A rogue rock perhaps. Little did I know this was the first symptom of a larger issue.

Service Visit #1
A few months after accepting delivery of my 2012 Toyota Camry I was enjoying spring and loving my shiny new car. The days were getting longer and the air was getting warmer. This is when the real trouble with my car began. I started hearing creaking/popping noises emanating from the car’s roof. At first it was just a series of pops as I pulled out of my driveway. As the air temperatures increased, the more frequent the noises became. The first day above 75 degrees had the roof creaking/popping on every turn or bump in the road. This is also about the time my Camry’s Entune radio started acting up—refusing to play anything other than AM/FM radio for hours at a time. On May 11, 2012 I took my Camry in for it’s first service at Dorschel Toyota. The car had it’s first oil change and I asked them to investigate the roof noises and the radio problem. Dorschel’s service department was unable to reproduce any of the issues I described and the service adviser actually argued with me, telling me the problems I described simply didn’t exist. I left thoroughly frustrated. This is what Toyota service is like? What good is a warranty? My car has legitimate issues and the dealer isn’t addressing them! I now knew I’d have to come back with evidence of the issues. The next time the Entune radio acted up I captured it on video. The next time the roof made noise (which was pretty much any warm day) I recorded audio of the noise.

Service Visit #2
When I returned to the dealer on June 21, 2012 I again asked them to look into the issues I was experiencing. I showed the service adviser the video of the radio issue and I played audio of the roof noises. His response to the roof noise was “Holy crap. That’s really annoying!” During this service visit Dorschel acknowledged the issues and performed work. Finally—my problems are being addressed…or so I thought. While the dealer performed work they also damaged my car’s interior. I couldn’t believe the condition my new car was returned in. The drivers side A-Pillar cover was broken and there was a large gap between it and A-Pillar. The overhead console was hanging down far enough to fit fingers between it and the headliner. The passenger side C-Pillar cover had scratches and chips all over it. There were dark fingerprints all over the headliner and several areas of the headliner were pilly, as if they had been scrubbed. Pictures of the damage caused during the second service visit can be seen below.

A-Pillar Damage

Overhead Console Damage

C-Pillar Damage

Headliner Scrubbed

Service Visit #3
Following contact from Dorschel Toyota notifying me that the replacement parts had arrived, I returned for service on July 13, 2012. When dropping off the car I asked the service adviser if he felt the roof problem would ever be fixed. His reply was that the issue was structural, Toyota was aware of the issue, and that they would do everything they could to resolve it. I asked if the windshield cracking on my third day of ownership could be related and he sidestepped the question. Reading into his response and taking note of his referring to the issue as structural, it confirmed my suspicion that the windshield cracking was somehow related. Dorschel would end up having my car for a total of 10 days during this service visit. On about the fourth day the car was in for service I stopped by the service department to speak with the service adviser. I asked him how I would go about getting Toyota Corporate involved in diagnosing and fixing these problems. He replied that they already contacted Toyota Corporate and Toyota Corporate suggested inserting body glue between the different layers of the roof and that the work was already under way. For the Entune radio issue they were going to install an updated version of software. In addition to the work being performed on the roof and Entune radio, the damage from the previous visit was going to be repaired. After a week and a half without my car I finally received a call that the car was ready for pickup. Upon picking up the car I immediately noticed a heavy glue smell. The service adviser assured me the smell would dissipate in a couple of days—an answer I accepted. The damage caused during the previous service visit was repaired. The roof noises seemed to be gone. The radio seemed to be fixed. The headliner was no where near as new or clean as it was when I put the car in for service.

The glue smell decreased—even disappeared, for a time. Unfortunately, nine months later, the smell returns any time there’s a large swing in temperature. 40′s overnight? 60′s or higher in the daytime? The car stinks of glue. I had to drive with the windows down five out of the last ten days to avoid getting a headache. Over the last few months I’ve also noticed several other interior items that show wear and damage from the repairs performed by Dorschel Toyota. The headliner has developed ridges that appear to be the result of folding. No doubt related to the numerous times the headliner was removed and reinstalled while diagnosing and repairing the roof issue. The roof grab handle retaining clips have pry marks and plastic discoloration from being flexed. There are issues with gap fitment between the pillar covers and the headliner. The headliner—which I’m not sure I’ve ever touched—looks worn. The original issue with the roof making creaking/popping noises? It’s still not completely fixed. Better? Yes. But it still makes noise. It’s easy to ignore if I keep the sunroof cover closed or drive only on smooth roads. If I open the sunroof cover and drive on a moderately rough road I’m treated to a chorus of popping noises. As bad as this may sound, I’ve almost conditioned myself to tune out the roof noise. The glue smell, however, is something I’ll never get used to. Since my last service visit I have had another issue arise, which, like the cracked windshield, signals a structural issue. The dashboard on the passenger side of the vehicle has loosened. You can hear the dashboard shift when you drive over uneven roads. Between the roof noise, windshield crack, and dashboard shifting, I can’t help but feel as though there is a larger structural issue looming. Here are pictures of the damage caused during the third service visit at Dorschel Toyota. If only it were possible to capture the odor of body glue offgassing…

Pry mark on center console

Scratch on center console

Pry marks on grab handles

Headliner ridges (between sunroof and rear window)

Headliner ridges (at rear window)

C-Pillar cover fitment issue (gap)

A-Pillar cover fitment issue (not flush)

Weather stripping damage

A Different Dealership
This is where things got interesting. I spoke with the service manager at a different dealership (dealer/manager name available upon request). I explained my car’s history. I explained the work performed by the original dealership. He immediately pulled up my Camry’s service history on his computer. After taking a moment to review the vehicle’s service records he says “I don’t see the service history you describe. Something’s not right here. It looks like someone has deleted information from your service history. I don’t see any corporate consult either.” But Dorschel told me they consulted Toyota…how is that possible? “If they consulted Toyota Corporate I would see a report attached to your vehicle history.” Why would Dorschel have lied about consulting Toyota? I have kept all of the service invoices for my car and I told the service manager I could produce them at any time. He asked if I could bring him copies. I did even better—I assembled a packet of information including all of my correspondence with the original dealership, pictures of the damage caused from previous repairs, and copies of all the invoices. It seemed like I had finally found someone that was able to help me.

That was more than a month ago. The new dealership’s service manager was supposed to get back to me with information on how to proceed. He did not. I have tried calling him but we’re never able to connect. I’ve left messages but never receive a callback. I can only speculate that after researching my car’s problems he decided that his dealership should not take on the work. I could just show up at the new dealership. Would this elicit the reaction I desire? A renewed interest in fixing my car’s issues? If I don’t force the issue how will I ever get my car fixed? Is there a fix? How do I get the damage caused by the original dealer’s service department fixed? How do you fix a smell? All questions I’d love an answer to.

Toyota Corporate
Throughout this ordeal I’ve contacted Toyota’s 800 number. The 800 number was actually my first resource for the Entune radio issue and I have turned to it for advice on the roof issue. The response has always been the same. A generic apology and the suggestion that I bring the car back to the dealership I purchased the car from for service. Unfortunately the advisers never seem to be able to understand the roof issue. Following the service visit on June 21, 2012 I located a phone number for Toyota’s regional office. I tried to explain my experience at Dorschel Toyota. I never made it past reception. The woman that answered the phone insisted that I call the 800 number. When I voiced my concerns that the 800 number did nothing more than open a report and direct me back to the dealership I was having problems with, she responded by saying this was the process. Not knowing what else to do I continued as instructed. During my last discussion with an adviser at the 800 number, a call which followed the third service visit at Dorschel Toyota, I informed them that I did not feel as though I should return to Dorschel Toyota for service. I explained that I did not have confidence in their ability to repair my vehicle and how they had caused a lot of damage to the interior of my car. The service adviser had difficulty locating service records for my vehicle (just as the alternate dealership would) but authorized me to take the car to a different dealership.

I would describe Toyota’s involvement in my situation as completely ineffective. At no point have they shown a genuine desire to resolve my problems. I’ve even tried engaging Toyota Corporate on Twitter, as a last resort. After an aggressive tweet Toyota finally responded. “Our apologies again Chris. The invite to discuss direct with Corp is always available. 800-331-4331 ^GT.” I followed up explaining my situation—how the 800 number was no help—but I never received another response. Forever ignored. At this point I have no idea how to resolve the situation. No one cares. Certainly not Toyota Corporate. This blog post might just be my last hope. If anyone at Toyota reads this; PLEASE HELP ME!

Service History

• Invoice for service visit on May 11, 2012
• Invoice for service visit on June 21, 2012
• Invoice for service visit on July 13, 2012
• Registered Letter to Dorschel Toyota

Update Feb. 9, 1:25am: The storm (Nemo) hasn’t been anywhere as bad as predicted. A huge amount of hype here in NYC that Nemo’s definitely not living up to. I’d say we have about 6″ of snow so far. It looks like New England is getting hit hard. Maybe we’ll see some good skiing yet this season!

Update Feb. 9, 1:00pm: The storm has come and gone. We got 7″ on the measuring stick. Life goes on.

Update Feb. 9, 3:45pm: What better way to spend a snow day than building a snowman?

The live feed is over, but don’t fret — Here’s everything you missed in a minute!

Update 2-5-2013: I just heard from Dorothy Lewandowski (Queens Borough Parks Commissioner), who expects the repairs to be completed within the next two weeks. Great news for us water lovers! Thank you for the response Dorothy :-)

Leaning towards an independent train of thought, I often find myself conflicted on topics. My loose political affiliations afford a unique perspective. I don’t have to walk party lines. I don’t care what my peers think. I have the ability to take a stance, hear out opposition, and adjust my position. Sometimes that means a complete reversal on position, as is the case with regard to gun control. How did gun owners influence my change from “Pro Gun Ownership” to “Pro Gun Control”? Over-reaction, mass hysteria, threatening rants, and irresponsible gun purchases. Following the Sandy Hook incident it became clear that some form of gun control was on it’s way. Then, just 10 days later in Webster NY, an ex-convict set fire to his house and shot first responders as they arrived to battle the blaze. Two firefighters were killed. Two seriously injured. One innocent bystander was injured by shrapnel. Seven houses burned to the ground. Here’s the kicker — both the Sandy Hook and Webster shooters used the same weapon. A Bushmaster .223 Assault Rifle. How did either shooter end up with the weapons? In the case of the Sandy Hook shootings, Adam Lanza, who had a history of mental illness, obtained the weapons from his mother (who he also killed) after being denied purchase of a gun. In the case of the Webster shootings, William Spengler, who was previously convicted of murder, had a third party purchase the weapons. The way these weapons were obtained rebutted my belief that responsible gun owners effectively and responsibly control access to their weapons. Even more troubling has been the response from gun enthusiasts. Mass purchases of potentially banned assault rifles, stockpiling ammunition, and threatening rants / a call to arms. That’s right. Gun enthusiasts attempted prove how responsible they are by further arming themselves and angrily ranting. Now I feel safe… We’ve just allowed angry bitter people to arm themselves with assault rifles while further angering them.

Some argue assault weapons have a legitimate use. I’m sure it’s fun to go target shooting with one. It must be a real charge. What other use could they possibly have? Not hunting. Experts reports these weapons border on animal cruelty because they lack the power to take down large game. They merely injure the animal. That’s probably why most hunters don’t own a Bushmaster. If the weapons in question are really necessary or appropriate for hunting no one would need to run out and purchase the weapons in the face of a ban. The weapons would already be in their possession.

I share my time between New York City and Rochester, NY. I’m not sure I could name someone in New York City that owns a gun. It’s difficult (if not impossible) to obtain a carry permit and it’s extremely inconvenient to own a rifle. Police response times are fast. There is nowhere to hunt. Law abiding citizens have no legitimate use for a gun. In Rochester (at least in the suburbs) the majority of households own a gun. Police response times in the ‘burbs are slow. People hunt regularly. In New York City criminals carry guns. In Rochester your neighbor might. It’s a very different culture but it’s one I’ve accepted — at least until recently. Prior to the discussion of increased gun control I’d hear occasional gun fire in the distance. Usually single shots — primarily during hunting season. What I heard last weekend was several groups of people rapidly firing what could only be assault rifles. If they were hunting they were shooting irresponsibly. If they were shooting targets they were doing nothing more than playing with a killing machine. For the first time I can remember I did not feel safe in my own home. Would one of these rapidly fired rounds pass through my living room? My bedroom? Would a stray take me down in my own yard? I had never heard as much random gun fire in all my years of living in the Rochester area. This was a demonstration of responsible ownership? I contemplated searching for the source(s) of the gun fire but decided not to. What would I do if I found those shooting? Ask the angry new owner to stop firing the weapon? Call the police and hope the shooter didn’t hold a grudge? I mean, I’d be calling the police on someone who bought an assault rifle because they might be banned and that angered them. I ended up spending most of the day far away from my home.

On Sunday evening I heard the plea’s of Governor Cuomo. He wanted to rapidly pass gun control legislation. He reinforced my concerns. Assault rifles were flying off the shelves. People were trying to get their hands on weapons that might soon be banned. He was alarmed at how many weapons were being sold. A month earlier I took the position that gun control wasn’t the answer. That evening I was happy the state was willing to step in to control a situation that was getting out of hand. I wanted to feel safe from the very people whose rights I was defending a month earlier. Their irrational and emotionally charged purchases made me feel uneasy. I no longer believed they were responsible. I no longer believed they were mentally stable. I no longer believed our nation had enough laws. After the passage of today’s gun control legislation, I was even more confident that I had come to the right decision. Many people on Facebook and Twitter commented on how happy they were to see the new legislation pass. Even more importantly, I saw comments from gun enthusiasts/owners that further bolstered my change in position. Angry, inflammatory, and threaten rants — comments equating restricted access to assault rifles to the rationing of oxygen. These weren’t the reactions of responsible and mature adults. These were the incoherent ramblings of a child. I believe in the constitution. I believe in the right to bear arms. This legislation does not infringe on an individual’s right to own a gun. It controls access to certain weapons that have the capacity to inflict mass casualties. It ties a persons mental state to their right to own a gun. Responsible law abiding gun owners should welcome these sensible regulations. If you believe that restricting access to these weapons has created a hardship in your life you are not in a healthy mental state. You should not have access to these weapons. You need help. Dare I say it — you did this to yourself.

How can I wrap this all up? Cathy (@cclarke4) said it best:

That’s it! TweetDeck should connect without any issues from now on.

December 7, 2012

November 30, 2012

November 16, 2012

Update (11-30-2012) It’s been a little more than 2 weeks since I started this fundraiser. It’s been a month since people in the Rockaways, parts of Staten Island, and parts of Long Island have had heat or electricity. Many have no where to go and have been forced to sleep in what’s left of their homes. In the worst hit areas people are sleeping with their guns for protection against ruthless thieves looking to strip what little is left of homes. A small donation can help improve the lives of some families as we approach the holiday season. Help make a difference!

Update (12-20-2012) The campaign to raise funds for Hurricane Sandy victims has ended. Thanks to the rock stars listed in the comments we raised $200 for Hurricance Sandy victims! If you would still like to make a donation please visit the Occupy Sandy Donations Page. To view a copy of the donation receipt please click here.

Update (10-29-2012 @ 2:50pm EST): The wind is definitely picking up now. I drove up to the north shore about 2 hours ago and shot some video. Winds were hitting the 40mph range. The water levels were already near-flood and the storm surge has yet to reach us. There’s also news of at least one crane collapse in Manhattan. Click here to view the video I shot earlier.