Quote:
Originally Posted by toytech19
lemon is harder than you think to get im trained to keep it from happining you have to have it in for the same thing 3 time your best bet is first try another dealer if that doenst work then let me know where you live and i will get the district reps phone number for you once again im sorry you had a bad experiance but after looking at all the other trucks out there i would not buy any other especially since toyota is the most americian truck as of right now
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thanks man , i appreciate your support. i've been that route already, and here's the whole sad tale, hopefully it will provide some clarity! let me know if you have any other suggestions. also, this has gone on for so long that the vehicle is now over 15k, which may complicate things here in MA, but i'm not sure.
1. Vehicle delivered (Prime Toyota, Dedham, MA) with seal popping out where a-pillar meets dash. Salesperson consults service and is told it’s no big deal and will be resolved at first service appointment.
2. At 5000 miles, vehicle is brought to dealer for oil change and resolution of seal. Two hours later, oil change completed but seal issue a bit more “complicated”, so another appointment will necessary.
3. make appointment for a following Friday, but when I bring it in I’m told Friday is not a good day as parts may need to be ordered and vehicle would be tied up for the weekend.
4. Bring vehicle back following Tuesday. Receive call at noon that the vehicle is repaired; the seal replaced and the a-pillar cover replaced because it is deformed.
5. On way home, a loud rattle reveals that the seal has been cut out, not replaced, and that the a-pillar cover is not correctly installed.
6. Call Toyota customer care to express my concern and to look for better resolution.
7. Dealer calls me to discuss my concerns and to encourage me to bring vehicle back so problems can be resolved.
8. During the demo phase of a job, tailgate won’t open, bed fully loaded with plaster and lath. Forced to unload debris over the sides of the bed.
9. Bring vehicle back to Prime Toyota, meet with shop foreman to discuss concerns and express frustration. Schedule another appointment
10. Drop vehicle at appointment. In attempt to resolve seal and trim issues, dealer decides dash to be replaced because it is deformed. Dealer lends me corolla.
11. At end of week, vehicle still not ready as a 2ND (!) dash needs to be ordered because front seal on replacement damaged by packing material. Call customer care to see if they will pay for loaner truck. They will not.
12. 9 days later, the vehicle is ready.
13. Vehicle rattles like crazy. Kick panel covers are improperly installed, as is the left a pillar cover. Dash has big bulge near right dash speaker.
14. Toyota Customer care offers no support, bringing vehicle back or arbitration are my only options.
15. Decide to arbitrate.
16. Toyota regional office calls to arrange meeting to discuss issues. I agree.
17. Meet at dealership. Local rep present along with field engineer who acknowledges issues and claims vehicle can be repaired. Offers extended warranty to restore confidence, and a loaner truck during the repair. Receive no follow-up call from rep regarding my acceptance of their offer.
18. After 13 days already out of service, and 4 visits to dealer I decide to arbitrate as the vehicle now qualifies for replacement under MA lemon laws.
19. Receive arbitration statement from Toyota claiming that the vehicle is repaired, that it is operating as it is supposed to and that I “don’t like the quality and performance of it”. Statement also claims I refused to leave vehicle for service which is untrue as the purpose of the meeting was a discussion, not a service appointment. Statement also claims that “problems do exist, but they are not as bad as customer says).
20. Attend arbitration where Toyota claims that conditions covered under warranty are repaired, yet they are aware that there are still problems with vehicle.
21. Request for new vehicle is denied by the NCDS arbitrator.
22. Receive letter from NCDS informing me that (referring to a certified letter I sent to the arbitrator requesting a 3rd party opinion) “documents received after the hearing can not be considered in the case” The letter was dated January 11th while the hearing was scheduled for the 15th.
23. The NCDS does not return my calls.
24. Have vehicle disassembled privately. Many dash components proved damaged, improperly installed and several wire harnesses are mis-routed.
25. Write letter to Jim Lentz expressing my frustration, anger and regret, and to give myself some peace of mind and closure.
26. With ten days advanced notice, I Bring vehicle back to Prime Toyota to have issues repaired – dealer lends me another Corolla and keeps the vehicle for another week. Regional field tech comes to work on vehicle.
27. My concerns are addressed, repairs are made – several damaged parts are replaced but Toyota claims this is a goodwill gesture as “there’s no way to tell who broke the parts”. They also claim that rubber hose wrapped in electrical tape is an accepted repair technique for raising and lowering interior components that don’t align correctly.
28. Toyota Executive offices call in response to my letter and claims they want research the case, and to find out the current status of the vehicle.
29. I explain that the vehicle still has issues, and that now that my vehicle is again out of service and that I have rented a Dodge Ram. Toyota agrees to reimburse me for the rental.
30. A week later, the vehicle is again “repaired”. But it is not – paint had been worn off the dash gauge visor, the loud rattle at the right side of the dash is awful, the right a pillar cover rattles and is loose and the “original” seal is popping off again.
31. Toyota’s Executive offices offers me, again the extended warranty and tells me that the regional office claims the vehicle is repaired and there’s nothing more they can do. It is suggested that I get a “new set of eyes” to look at my problems.[/font]