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Bad experience at dealership, need some advice

Discussion in '2nd Gen. Tacomas (2005-2015)' started by nickbean, Jun 14, 2012.

  1. Jun 14, 2012 at 6:29 AM
    #1
    nickbean

    nickbean [OP] Active Member

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    265/75/16 coopers, tint. debadged, TSL rear leafs, 5100's set at 1.75, dipped wheels,
    Hey folks, I joined this forum to get some advice/help with my truck. I've always loved the tacomas and bought my first NEW truck. Its a 2010 double cab TRD off road 4x4. I love--(d) this truck until I started having issues. I've had 3 blower motors, intermediate driveshaft replaced, but what I'm working on now has my mind blown and me just generally furious. I've worked on cars/trucks in the past but with a new vehicle I relied completely on the dealership. Here's my story, I'll try to keep it to the point. Any help or advice would be appreciated more than you know:
    At 15,000 miles I noticed that when I came to a stop and moved forward it would feel as if the rear end of the truck was shifting around. Like a small barrel was rolling in my truck. I took it to my local dealership for inspection. Their findings "A receiver hitch was found under rear seat, cause for feeling". I said ok, sure :rolleyes:. The feeling stayed the same and I just dealt with it. This past weekend @ 35,000miles I had new tires installed by a trusted shop and I asked him to check for anything loose in the rear that could be causing my problem. As soon as he lifted the truck he rotated the R rear tire 1/4 turn forward and backwards. The leaf spring clamp was broken and the springs were slapping each other!! Angry puts my state mildly. I left there and went straight to the dealer to see if they would look at it so they could order new springs. I was calm and cool, playing the please help me card. The asst service manager said "Mr. ------, we've had nothing but complaints from you since you've been bringing your truck here for service and you should take it elsewhere for service" WTF, really- I replied "OK" I then called the owner of the dealership and Corporate to open a claim. F---ing BS. I then did research. I HAVE THE 3 SPRING PACK. There are visible marks on my frame plate from the bumpstops making contact. I am entitled to the TSB 4 spring upgrade free of charge right?? I then took it to the dealer I bought the truck from (50miles away) and he made it sound like I would have to pay the difference for the 4 spring pack and that he could replace it with the 3 pack no problems. I have lost A LOT of respect for Toyota, TSB this, TSB that. what gives? What should I do guys? I just want my truck fixed.

    Sorry for the long first post, but I'm kind of in a bind here and need some advice from anyone who has had a similar experience.
     
  2. Jun 14, 2012 at 6:33 AM
    #2
    98tacoma27

    98tacoma27 is going full "Ben" Moderator

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    Some stuff. Not a lot, just some.
    It's not Toyota, it's that dealership. Call corporate and open a claim against them. And if you go over the 36,000 mile mark the TSB will no longer apply.
     
  3. Jun 14, 2012 at 6:35 AM
    #3
    shweller

    shweller Well-Known Member

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    If you tried the coporate route and that didnt work. Just say that the back end bottoms out everytime you have a load in the bed. Thats what I said to get my TSB done. Don't go over 36,000 or your warrenty will not cover the TSB leafs... Just my 2 cents.
     
  4. Jun 14, 2012 at 6:37 AM
    #4
    nickbean

    nickbean [OP] Active Member

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    265/75/16 coopers, tint. debadged, TSL rear leafs, 5100's set at 1.75, dipped wheels,
    The first one that turned me away is just a local dealership I've been having service with. I opened a claim against them, and yesterday was the 3rd business day. THEY DID NOT CALL ME like corporate said they would.

    The second place that was unsure if they could give me the 4 spring upgrade for free is the dealership where I bought the truck. So a claim is open with Corporate. If they don't call me by lunch today, I'm calling corporate again and possibly the better business bureau. My truck currently has 34,880 miles.
     
  5. Jun 14, 2012 at 6:41 AM
    #5
    nickbean

    nickbean [OP] Active Member

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    265/75/16 coopers, tint. debadged, TSL rear leafs, 5100's set at 1.75, dipped wheels,
    I told the dealership I bought the truck from that it bottoms with a load, and rides terrible with my fourwheeler in the bed. I even showed them the marks on my frame plate from the bumpstops hitting. He still sounded very unsure. :mad:I just don't want ya'll to see me on TV for going postal in one of these places.
     
  6. Jun 14, 2012 at 6:46 AM
    #6
    Rackster

    Rackster Well-Known Member

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    Bad luck for you! But staying cool is the right tactic.

    Keep escalating through the rank and file. What I like to do is play nice with whoever I'm dealing with and when I see I'm not going to get anyplace, I ask for his/her boss's name and number along with his/her boss's number. I explain I need to make good use of my time so getting that information upfront will make my experience better. What normally happens is that the next level manager understands that they are dealing with someone prepared to take it to the next level. Most in my experience resolve the matter rather than letting somebody past them to their boss. Some though will play the odds that you won't escalate. So when dealing with that person, ask for their boss's boss name and number and explain to them that you just need it to ensure that you don't waste any more time collecting that information. The whole while, I'm keeping a cool head and an unaffected expression.

    Normally, folks reconsider and 'do you a favor'. Whatever they want to call it, make sure that you get fair treatment. This might mean splitting the cost or paying for the smaller of replacement part cost or installation. But don't settle.

    In this case, the TSB is your ace in the hole. A known quality problem with the design means you shouldn't pay anything, especially after they misdiagnose the issue. Use a line like "Even my wife/girlfriend noticed the clunking noise but your high priced certified service tech missed this? How do you explain that??" Normally, the embarassment gets you results. For your situation, get a copy of the TSB offline and then show up with it at a reputable Toyota dealership. Remember: they are privately owned, so deal with the regional Toyota customer service folks and get your results.

    Easier said than done, but I wish you well in getting what's right!

    Kevin
     
  7. Jun 14, 2012 at 6:46 AM
    #7
    Pugga

    Pugga Pasti-Dip Free 1983 - 2015... It was a good run

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    Make sure you have it on record that the problem was happening before the 3 year, 36k mile mark and this won't be an issue. If the problem was documented when the truck is still in warranty and they just can't come to a conclusion on how to fix it, the mileage after it's documented is irrelevant. You could take it back at 45k miles and they should still fix it under warranty. I had this argument with Ford a few years back and it's not a hard argument to win.

    As far as the TSB, you aren't entitled to anything. The TSB is a means to diagnose and fix a problem. If you went in demanding a TSB be completed on your truck, all the dealership has to do is try to diagnose the problem to see if the work is really necessary. TSB's aren't recalls! The TSB for the leaf packs is to solve the problem of the truck bottoming out under load, not to fix a broken leaf pack.

    Under warranty, Toyota owes you a new 3-leaf pack because one of yours broke. That's it. The TSB is a separate issue and shouldn't be confused and I think that is the dealership's point.

    Now, if you're experiencing bottoming out, tell the dealership that and they might determine that you need the 4 leaf pack and do that instead.
     
  8. Jun 14, 2012 at 6:50 AM
    #8
    Rackster

    Rackster Well-Known Member

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    I wouldn't worry about going over 36000 at this point as it is a registered problem with a TSB to boot. This thing sounds like local dealerships working together to limit dealership outlay to deal with a design issue. I'd think that Corporate would be contacting the dealerships to understand the issue and if they conclude that this is under the bulletin, they'll get one or both to do the job (customer's choice where to get the work done).
     
  9. Jun 14, 2012 at 6:56 AM
    #9
    Rackster

    Rackster Well-Known Member

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    Well...maybe. I brought back my Honda Accord for a dark display issue where my car was not within the posted serial number range of 'possibly' affected vehicles. Clearly this was a design issue. Honda pushed back initially but I didn as I laid out above. They fixed it for free and had the Service Tech who initially pushed back, call me personally to win back my confidence.

    TSB may not be out-right recalls, but they are half a step away in many instances. Normally, businesses will elect to use this route to limit overall business exposure and maintain marketing gamesmenship. Treat a TSB more fully and leverage it is my advice.
     
  10. Jun 14, 2012 at 6:58 AM
    #10
    nickbean

    nickbean [OP] Active Member

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    265/75/16 coopers, tint. debadged, TSL rear leafs, 5100's set at 1.75, dipped wheels,
    Thanks for the input. I told them the truck bottomed out with a load and pointed out the marks on the frame from the bumpstops. I offered to show him the TSB I had printed but he said no that he could look it up. I didn't demand anything, but I hinted very strongly at it being justified. I'm also going to get the smooth shift flash when I head in to get this fixed. Whenever that may be...... Here is what I don't understand. THIS IS A NEW TRUCK STILL UNDER BUMPER TO BUMPER WARRANTY. WHY THE F--- AM I HAVING SUCH A HARD TIME GUYS? The is dumbfounding!!!!
     
  11. Jun 14, 2012 at 7:00 AM
    #11
    Pugga

    Pugga Pasti-Dip Free 1983 - 2015... It was a good run

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    Maybe I was misleading, what I meant was, don't go in with the TSB in hand saying you want X work done because this TSB says it applys to my truck. The TSB's, especially the leaf pack one, is highly discretionary and marching into a dealership telling them how to do their job will rarely benefit the customer. If they play dumb, then by all means pull out the TSB but it wouldn't be my first approach.

    That was why I think they said they'd replace the stock 3-leaf pack rather than the TSB leaf pack. The warranty issue is the 3-leaf pack because your original one is broken. Then, there's the separate issue of the truck bottoming out, which would mean they'd need to perform the TSB. Hopefully they smarten up and do it all in one shot for you!
     
  12. Jun 14, 2012 at 7:02 AM
    #12
    Rackster

    Rackster Well-Known Member

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    You shouldn't! The warranty is meant to help you buy with confidence. So far: heartburn. Ask to meet with the Regional Customer Service and Service Reps. Have them put the truck up on the lift and explain to you why this should be your problem and why you need to waste an morning/afternoon dragging butts into a dealership to point out the obvious. Somebody should be kissing your butt before the morning's over.
     
  13. Jun 14, 2012 at 7:02 AM
    #13
    nickbean

    nickbean [OP] Active Member

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    Give me a few. its not going to be real noticeable. the clamp is missing a bushing. causing the leafs to be very loose in the clamps. But like I told the dealership.
    By definition:
    BROKEN is Weakened and infirm: broken health.
    Not functioning; out of order: a broken washing machine
     
  14. Jun 14, 2012 at 7:03 AM
    #14
    Blackcat10

    Blackcat10 Well-Known Member

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    I had a lifter problem with my 2.7. Dealer #1 said they could not duplicate so i left the truck and ask a service rep to come in and check it. I was told noise was normal. I took the truck to a 2nd dealer and was told they could not duplicate the noise. IMO i think since all of the run away cars and trucks with throttle problems and the lawsuits Toyota is in the "We will wear you down " game.So people have to work their butts off to get them to fix things. There in business to make money not give it away. And they are probably giving alot away these days. Good luck I feel your anger.
     
  15. Jun 14, 2012 at 7:04 AM
    #15
    Rackster

    Rackster Well-Known Member

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    I'm with you Mike. Not every customer issue is a dealers/manufacturers issue to bear.
     
  16. Jun 14, 2012 at 7:05 AM
    #16
    Rackster

    Rackster Well-Known Member

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    Broken means: not meeting intended use or design. If a part doesn't meet designed specifications, it's a failed part.
     
  17. Jun 14, 2012 at 7:05 AM
    #17
    Pugga

    Pugga Pasti-Dip Free 1983 - 2015... It was a good run

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    Even without those clamps, between tightening the centering pin and the u-bolts being tight, the leaf shouldn't wiggle by hand. If you're saying they do, you should tighten up the centering pin and u-bolts on your own because they shouldn't be loose like that. If you mean that the clamps have lose the little plastic clip and that's it, don't worry about it...
     
  18. Jun 14, 2012 at 7:11 AM
    #18
    nickbean

    nickbean [OP] Active Member

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    Do I contact Corporate to set that up? I filed a complaint against Lynch Toyota of Auburn with corporate (They're the ones that turned me away) That was on Saturday, and corporate said I should hear from them as late as Weds because they needed 3 business days. I DIDN'T HEAR SQUAT FROM THEM yesterday. I had to take off work early yesterday, use comp time to drive 50 miles to a dealership when Lynch toyota is 6 miles from my house. :mad::mad::mad::mad:
     
  19. Jun 14, 2012 at 7:16 AM
    #19
    nickbean

    nickbean [OP] Active Member

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    I know how to fix it, I've had several vehicles I had to constantly wrench on. When I could finally afford a new truck. I bought a Toyota because of their great reputation. No offense buddy, but I REFUSE TO WORK ON THIS TRUCK while it is still under warranty. That is the reason I bought it new.
     
  20. Jun 14, 2012 at 7:17 AM
    #20
    Simon's Mom

    Simon's Mom Wag More Bark Less

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    Man I hope you get your truck fixed.
    It is still under warranty which is a huge plus & yes make sure it gets documented in your file.
    You can check what is documented under your VIN number on Toyota Owners dot com that is a link off toyota.com.

    As far as the TSB, harsh ride is key words.
    Also just like Mike and others have said. You have a broken 3 pak and need to get a dealership to diagnosis and confirm the harsh ride.
    It would not make sense to replace the 3 pak only to swap it out for the 4 pak. Key is getting the service writer/mgr/tech to diagnosis & determine that.
    Toyota re-imburses them for it.
    Additionally, not all even want the TSB.
    There are a few here that enjoy the less stiffer springs the 3 pak provides.
    I did have it done no problem by my selling dealer when I had trouble towing. Also had the axle wrap that whipper described.
    Good luck, definitely keep up calling Toyota corporate -- it will get resolved probably not on your timeframe unfortunately it is frustrating but at least under warranty. :eek:

    ps the comment the service writer made was uncalled for, some folks have no class or a filter and need not to be dealing with the public!
     

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