Toyota redeems bad word of an employee, awards new frame :)

**UPDATE: Page 3. Truck has been returned with new frame. Very pleased with result**

Hello TW,

Long time lurker, joined to make this thread. Thanks in advance for helpful advice. Also, apologize in advance for the wall of text. I just want to provide many details on here in case I forget them down the road.

Recently joined the 1st gen club, this is my first 4x4 after having owned AWD subarus in the past. I wanted to make the switch to a light pickup to haul around a snowmobile and farm equipment. A Tacoma was my first choice. So I spent countless hours on here doing research (my god these things hold their value) before making a decision. I became familiar with the rust issue very quickly, shopping around the eastern seaboard and crawling up under dozens of tacomas to check for perforations and signs of wear/weakness. Not much available around these parts in the rust-free department. So I opted for another route:

About a week ago I found a 2003 tacoma extended cab V6 4x4 with 108k. The seller mentioned frame corrosion in their ad. I obtained the VIN number from the seller and began to do some research.

First off I ran the carfax. New Hampshire vehicle until about 2006, Maine vehicle until 2009, and its been in Virginia ever since. Knowing it spent a great amount of time in cold-weather states I then called toyota.

So I give the Toyota representative the low-down. Basically "I am looking to buy a tacoma with a rusted frame and was wondering if the vehicle would qualify for rust-treatment or frame replacement service."

He runs the vin and tells me that he is unsure and will have to get someone more experienced in the rust recall program to call me back within one business day. The following day I receive a call from Toyota, the representative "Chris" tells me that the vehicle is covered until 2018 and would qualify for a frame replacement if there are holes larger than 10mm.

At this point I was happy to receive this news, but also skeptical. So I reiterated my situation. Saying "Okay, so just to be clear, I have NOT purchased the vehicle yet. But are you telling me that if I pull the trigger and buy this truck then I can bring it to a toyota dealership to test my frame, and if it fails they will replace it under warranty, free of charge?"

Once again, Chris says "Yes, it is still covered, it will be until 2018."

Juuuuust to be sure, I asked for documentation. He gave me a case number. He then said if I have trouble at the dealership to give them the case number proving what was said over the phone. Oddly enough, he couldn't email me the open-case detailing what it actually said/contained. He DID email me though, but only a copy of the case number. In my naive mind, this was satisfactory enough for me to spend most of my savings on this rusted new england truck. Since I do have the time to leave it for a few months while they replace the frame.

A few days later (April 7) I buy the truck KNOWING about the rust, but still leave the lot with a stupid grin on my face because I think I've got it all figured out. The next day I call my local toyota dealership and set up an appointment for a frame rust inspection for Wednesday April 13. Over the weekend I get an email confirming my appointment... but its at the wrong dealership 3 states away!!!! It was Sunday so all I could do was WTF. Which brings me to this morning. I was prepared to call and cancel the appointment and create a new one here in my hometown and also ask why that happened. BEFORE I could call them I received a call from my local toyota dealership (thank god). But not with any good news. They are telling me based off my VIN that toyota already sprayed the frame in 2011 and it does NOT qualify for a frame replacement. She said the warranty stays with the owner of the vehicle at the time that the recall was issued. I remained calm on the line, but I was flipping out inside. I tried to give her my case number and she refused. She then told me she would have to call back again after gaining more info...

Another call, different lady. Says there is no warranty currently. She says based on her records and my phone call from last week that I was told that the vehicle was NOT under warranty and that all frame repairs would have to be paid out of pocket. My jaw drops, none of those words were ever said to me over the phone, not even close. I'm about to rage quit the phone call but manage to keep composure and inform her that that information is incorrect and to please check my case number. She agrees to run my case number and puts me on hold for about 20 mins. When we speak again, she apologizes. She then says that I was given false information on my original phone call to Toyota. The man I spoke to last week was wrong somehow? I protested, she then says that my warranty expired in March (this year) and thats why there was a miscommunication. I told her it was on April 4th when I first called asking about the warranty so there shouldn't have been an issue. She just apologizes again on behalf of toyota. She then says the only option now is to have the original guy "Chris" call me back tomorrow to explain himself.

At this point the options I am am aware of are:
Pay out-of-pocket for a new frame
Continue the fight with Toyota HQ/go to a different dealership
Weld the frame and hope for the best

Any insight would be appreciated. I know you diehard tacoma owners feel my pain. I just want her safely taking me from point A to point B. Other than the frame, the truck is solid. I love this thing already I just want her road-worthy.

 

The formula that has been applied to my case = your truck has been treated for corrosion (got it's frame sprayed), so your frame is under warranty for 15 years after it quit the factory.

I tried two dealers. I went in person, because I think things move faster this way. Try to find "I work here since at least 10 years" kind of guy. At the first dealer, I was talking to a hot chick that didn't knew about the warranty. Because it is not a recall, it is a warranty. The recall is to get the frame sprayed.

This is my understanding of the situation.

Good truck by the way, and welcome in the family.

 

Sorry, but it appears you were trying to get something for nothing, or less. You bought the vehicle, knowing the defects. Hard to feel sorry for the situation.

 

Cheers for the info tacopablo. I definitely will be paying a visit to a dealer or two. I think who I spoke to on the phone may have confused exactly what that hot chick didn't know, that it was a warranty and not a recall.

Tom I understand what's done is done at this point. Not looking for sympathy from anyone just advice.

 

I've been jerked around by officials saying things over the phone. Once by a guy who was "let go" a couple days later and could not verify our conversation.

Always get it in writing, an email is perfect, although sometimes that isn't even enough.

Don't panic until you can talk to this Chris guy again. Did you buy from a dealership? You might be able to return it based on your states laws.

Did the truck fail inspection? Maybe it's totally fine. If it was sprayed it's likely A-OK. No new frame in that case anyways. The truck might still be good for another 20 years as it is.

 

I think you are way off base. Yes he bought the vehicle knowing it had an issue, but he had taken the steps to make sure it was going to get corrected. The seller didn't lie to him, so that was a fair and honest deal. However, the toyota rep lied to him about it. Something that would have changed his position and maybe the price about this truck. He isn't trying to get something for nothing.

GL OP

Nice Truck, welcome to the family. If you have to DIY this, start a build thread.

 

aaaaaand ignored. You're zero help to the OP's question

 

It was purchased from a dealership but I do not have the option to return it at this point. It passed inspection though. So it may be ready to roll as-is. I will reschedule the inspection appointment after I speak with Chris again. Thank you guys for the input! The support is much appreciated in this time of limbo

 

Is it possible that Toyota recorded the call? It might not be any help and/or they might not give up the recorded call, but possibly?

It's good that it passed inspection. At least you're not out a truck or frame swap cost

 

It would make sense that all of the calls are recorded. Thats a good idea to access that. It may or may not help my case but it wouldn't hurt to ask for it

 

So your frame passed inspection? If so that awesome! I would definitely invest in fluid film for diy treatment to keep future rust issues at bay. These frames rust in salt states period. Toyota has stepped up to the plate but it went from buy back to frame replacement to spray or no spray 1GEN, 2GEN & Tundras. Its only a matter of time tick tock. Welcome to posting on TW & your new rig!

 

Bullshit. Sounds like the guy did his homework and was lied to from Toyota. If he could afford to be without the truck for a couple months, but the prior owner could not then it SHOULD have been a good deal based strictly on the OPs story.

 

Take it into the dealer for the inspection, It should be covered untill 2018, 15 years from in service date if it was treated by toyota, I had my frame approved for replacement 1 week after i purchaesd it which was treated by toyota 2 owners ago

 

Keep us posted, OP. We are rooting for you.

As stated earlier, if the VIN shows that is has gotten the spray treatment previously, it should still be eligible for the replacement. Good for you for doing your homework on the truck and calling Toyota prior to making the purchase. While they won't release the recording to you without a lawyer getting involved, there is a very good chance that the call was recorded, as noted earlier.

This is on them. The frame warranty follows the vehicle and does not require you to be the original owner. And the fact that it was sprayed is what makes it eligible for the replacement now; it is ludicrous for them to claim that having had it sprayed previously is the thing that makes it ineligible today. It is actually the exact opposite: In order to qualify for a replacement, you had to have had it sprayed by Toyota. I know this because I did not do my homework, bought one that hadn't had the treatment, and subsequently did not qualify for the replacement due to that fact.

Stay on it and keep pestering them. There is a lot of misinformation and inconsistency between dealers, but if you keep on it, you eventually will get the replacement. Good luck.

 

You guys here at TW are awesome!

Chris called me this morning. He said that both the dealership employee and the other toyota hotline employee had to be confused about something or there was miscommunication going on (looking for recall instead of warranty?) because the vehicle is STILL COVERED! We triple checked the VIN in case that was the issue. It wasn't. Chris was really nice and encouraging, saying that not everyone I spoke with had proper knowledge of the situation and that I hadn't done anything wrong. At the moment he is trying to contact my local dealership to convey to them that my truck is covered under warranty until 2018. He also told me to call them as well and get an appointment. He said he would call back as he gets more news! Will keep you guys updated.

 

Awesome, glad to hear.

Now, hide you wallet and stay off TW. TW is know to cause shortage of funds and the incurable desire to mod your truck.

 

GL OP, as most stated here the homework done was good. sounds like this Chris guy is a stand-up dude and props to him for working with you.

just to re-iterate the frame had to be "inspected" under the TSB, not necessarily sprayed (although in most cases it was as a preventative measure).

does the previous owner/dealership have paperwork for the inspection at all? any other paperwork that came with the truck?

 

I will make sure to clarify tomorrow and see if it was inspected under the TSB. I have an appointment in the afternoon.

Right after I talked to Chris and posted on here, I made my frame inspection appointment for tomorrow. Shortly after, I received a call back from the local dealership (Alice). She said that Chris had made contact with them and straightened things out. Alice went the extra mile by reaching out to me and apologizing. Her words were something like "I am eating shoe polish right now and by that I mean that everything you heard from us at the dealership was completely wrong, I am sorry for misleading you."... WOW! Not only did Toyota corporate make things right but the local dealership contacted me to admit their faults and apologize! All in a pretty timely manner I might add. She said there should not be any issues concerning the warranty when I go in tomorrow.
Hats off to Toyota, Chris and Alice.
Also I gotta thank you ladies and gents on here who helped calm my nerves when the waters were troubled

 

Seeing as it was sprayed, you're covered. (You know that now). Just dropped my '02 off yesterday waiting for the frame to arrive. Hopefully your frame is bad enough that they fail it. Never thought I'd say that. Lol

 

Little update and another question for you guys.

Got my vehicle into the dealership, they now know my truck is still covered under warranty. The mechanic took some photos of the holes in the frame. He said from what it looks like, I will qualify for a frame replacement as far as he can tell. However, they still have to send the pics in to toyota to get the "official" approval. He said I should know within a week if they are sending a frame over. It's been over a week now, I called my mechanic and he says they haven't heard back yet.

So for those of you who have had the frame replaced, how long did it take after the frame inspection to hear back if you've qualified for a replacement?