Warranty Bullshit

i was at dealer last week , a woman was showing the exact same problem on her new rav 4 i think that was what it was, they ware on the back hatch, no way for rocks to hit it there,,when they walked away i went out to look at it,, there rust bubbles forming only a few,, they told her they would wax them out ,,lol... she was pissed,, then i heard them say well u will have to talk to the salesman who sold it to her, she said i want it fixed and im not paying for it,, i had to leave then,, a defect is a defect just fix the dam thing.. dealers try to get out of fixing almost everything..

 

You guys are missing the point.
The DEALER sold you the truck. It's on them to work it out with Toyota.

If you have a lawyer write a letter to the dealer, that will get the deed done.

 

OP where did this go on round two? I too live in Edmonton and drive a 13' Taco and have rust around my window sills. Had it examined at SP Toyota, and I am getting the same run around.

I had it initially looked at 3 weeks ago when I went in for an oil change, service advisor told me he would submit it to Toyota Canada but it looked like "rock chips", I would like to know how rock chip form bubbles in your paint? What a load of crap, anything to deny a claim. Anyway, weeks go by and I hear nothing from the dealer. A few days ago I call to follow up, they put me onto the Service Managers voicemail, I leave him a detailed message about my situation, and request an update... no call back... So I then go on the dealer website and let the person on there have it to see if I could get a response out of these guys, finally I get a call from the Service Manager last night. He tells me Toyota Canada has denied my claim, but I should Toyota Canada if I have further concerns as it was "out of their hands", he sends me the following email:

"Hello Mark,


As discussed, the case was denied based on environmental condition and chipping and that it was deemed not a factory paint defect.


Toyota phone # is 1-888-869-6828. CASE# is XXXXXX. As I mentioned, if you call them, they will re-look at the case and follow up. I will advise Toyota about your concern too and for them to expect a phone call from you. Please let me know if I can further assist you with this in any way."

Extremely irritated with this, first thing I do today is call the number and give the person the low down. She tells me she understands but it is ultimately the dealers call as they have no eyes on the ground other than the dealership and recommended me to try a new dealership. It is clear that no one wants to help me out on this, and I can say I definitely will not let this be put to rest until something is done.

As if I wasn't irritated enough, I now find this post that you had yours covered at Sherwood Park Toyota, and the service advisor told me initially that anyone who has has this issue in the past has been denied for rock chips. So on top of everything else, the dealer also lied to me. Gotta love that customer service... pictures and updates to follow.

 

I should also mention that the girl from Toyota Canada told me that she does not blame me for chasing this issue down on such a new vehicle, so why is everyone ignoring this issue? It is obvious from doing some research that this is a reoccurring issue with multiple customers... Pretty bad when your own employees will acknowledge poor customer service that the company is willing to do nothing about.

In addition to this when I spoke with her I asked to speak to her manager and she told me "I don't want to waste his time, you will only be forwarded to his voicemail, then he will call you back in 7-10 days from now to tell you the same thing I have any you will be no further"... I hate to say it because I love my Toyota, but based on this issue and if it does not get resolved a domestic truck may be in my future down the road...

 

Man, I hate this for OP. I asked Toyota Care Rep to speak to his manager after he told me my take off vibes were a normal characteristic, and he said..."I'm sorry, your case does not validate an escalation."

 

Any help here??

Update from dealer: Now are willing to help me out but they said if I can find someone who will PM me their VIN they will use it to fight to get it covered. Dealer says they are authorized to complete up to $700 in repairs for warranty but it is Toyota Canada's call after that. They told me the approximate cost for this repair is $1200... If anyone can help it would be very greatly appreciated!!

 

Seems kinda shady that a dealer is cool with using another vin to get your truck fixed? What happens if that other truck runs into issues down the line?

 

They aren't using another VIN to repair my truck, they are using the VIN to build a case with Toyota Canada to justify getting my truck covered under warranty as they have covered the same problem for other owners in the past. The warranty claim would be to my VIN; not the VIN of another vehicle. Sorry for the confusion.

 

can you post some pics of this?

 

Post pics to the Dealers and Toyotas Facebook page directly along with your experience. Nothing wrong with posting factual information. I'd venture to bet you would have a different response from both inside of 48 hours.

 

Finding it hard to get good quality photos as some of the spots are very small. Some look almost like rock chips but when you see it in person (not poor iphone quality images) you can see that they were blisters that have bled through. My next plan of action if this goes no where with the dealer is to go to social media.

 

I'd also like to note that this truck has been on the road since May 22, 2013 and has 46,000KM. Toyota claims this is due to "environmental conditions", if the truck were 5-6 years old this would be a non-issue with me and I would consider it normal.

 

Ahh gotcha, that makes sense

Environmental conditions my ass. This isn't normal. Shame on Toyota for being scumbags.

To your point of it being a non issue for a 5-6 year old car, hell no, this shouldnt happen no matter the age.

Quick story. My wifes pilot was fixed two years ago by a local autobody. On one of the door panels was starting to do what your tacoma is exhibiting. Brought it to them. They said it was on them and that they would fix it out of their own pocket. This is how Toyota should have acted.

 

So a bit of an update. I posted a few pictures to twitter yesterday with no response and I mentioned ToyotaCanada in the post.

Today, I have called Toyota again, the person refused to discuss the matter and I demanded to speak with a manager. This lady again persisted that there was no point to talk with a manager. I kept asking "So are you refusing to let me speak to a manager"? Her response was "Yes". What kind of garbage customer service is this anyway? I can't believe the treatment I am receiving from them, it is completely unacceptable. I honestly don't even know what to do next because their website is so piss poor on providing information that you can't find contact information for anyone. I am debating driving to the Calgary office for the Prairie Regional Zone and showing up with my truck and refusing to leave until I get to speak with a manager... There is no phone number listed online for this location, I honestly don't know what other options I have at this point. If anyone has some insight in how to push this up the chain please let me know. I am in absolute shock of how poor, ignorant, and rude their service agents are.

 

If you contact a lemon law attorney they will handle the issue, then bill toyota. I'd go back to the body shop and have them put what they said in writing. Go to one more shop and get confirmation, then yo to the attorney to handle.

 

You have the BBB up there? Any governmental consumer protection advocates you can reachout to ?

 

Rock chips in the door sil, do they think you drive off road at high speed with your door open?