posted 08-21-2001 04:00 PM
On May 28, 2001, I drafted and sent a letter to Toyota’s National Customer Assistance Center, regarding a problem with my current Camry, plus…subsequent service provided and dealer charges I have paid for an unresolved problem. Despite my complaint, no resolution was provided by Toyota or the dealer. The National office insisted that they could only pass the information on to the dealer. The dealer/service department stated they had no obligation to correct the problem, had no intention to participate in a resolution, and promptly hung up the phone on me.
I have been purchasing Toyotas since I was old enough to purchase my first car. The above mentioned vehicle is the 4th Toyota I have owned; however it may be my last.
For years I have endorsed Toyotas to my friends and relatives as dependable vehicles, with low-cost service (as evidenced also by Consumer Reports). However, my perception has completely changed. Both of my Camry’s (1990, 1987) developed an oil leak that would not go away.
BACKGROUND
Over the last 21 months I have spent $2081.91 in Toyota Service Department repair costs on my 1990 Camry for the same problem—an engine oil leak. On May 1, this vehicle was brought in for the 4th time, the third time in the last 9 months. The service department never completely eliminated the leak, and some of the repairs were required twice. I just had the vehicle in 30 days earlier to resolve the problem for what I would have expected to be the last time.
On May 1, my engine light came on while driving home from work. I immediately pulled over to check out the problem, only to find that I was completely without oil. The vehicle was towed in to Lynch, where they subsequently charged me $408 to “check” the problem out. They claimed that the earlier repaired rear main oil seal was at fault again. Early estimates suggested $1500-4000. On May 3, Toyota advises me that I need a “short block” engine and it will cost me $6700+ to repair. The Service Manager (Sam Smith) at Lynch, advised me that they would not participate in any other resolution and promptly hung up the phone on me.
After several phone calls, I was able to discover that I had other options:
Install used Toyota engine $2450
Install rebuilt Toyota engine $2650
Install remanufactured Toyota engine $2895
I subsequently had the vehicle towed to another repair shop, where they installed a used Toyota engine, PLUS a water pump, timing belt, plugs, fluids, filters, rings, seals, and gaskets for $2427.
I find it completely unacceptable how this was handled, and I hold Toyota and Lynch fully responsible. A quality job should not require repeated visits or cost the customer $9190 (leak repairs, inspection, and proposed engine replacement by Toyota) to resolve (“do it right the first time”, Crosby). If I would have known when this started that I would have spent $2081 for unresolved repairs, I would have replaced the engine for $2427.
posted 08-21-2001 04:00 PM
