I recently went for an oil / filter change at Germain Toyota Naples FL on my 1997 Toyota Tercel. Like so many owners, I treated my car like a baby, although my model was a little older, no longer under warranty, but with low miles (about 34000). After leaving the dealership, I drove about 20 miles, when suddenly, my engine seized.
It took three days of constant calling before one of the service rep told me what had happened—"There was a faulty oil seal. There was no oil and the engine burned up... We will be replacing the engine. And are waiting for parts to arrive. You'll have to wait 2-3 weeks for repairs."
I was distressed by this information, and practically started weeping. When the service rep heard this, she said "Why are you crying. Not to worry, you're getting a brand new engine, and Toyota will be taking care of it".
It was only several days later that I thought to ask for this information in writing. The service manager (who was the supervisor of the service rep) now changed the outgoing story - they were now agreeing to repairs, but have refused to install a brand new engine as originally promised.
I was extremely upset. How did "brand new engine" turn into "repaired engine"? How did they come to this conclusion? After I insisted to the dealer that I needed the diagnosis in writing, he sounded inconvenienced, and said that they were making the "necessary repairs".
He did manage to write a note to me by fax, indicating the "o-ring seal had partially squeezed out of place". However, they didn't even dismantle the engine when they insisted they will only "repair it". How do they know if it can be recovered if they didn't know the extent of the damage? Their decision was made without even inspecting the engine! I ended up having to go down there over a week later with an independent mechanic.
I found out from their own diagnostic technician that he didn't take tear the engine down, so only a couple parts could be viewed after the oil pan was taken out. From the picture I took on my visit, the "o-ring (gasket) was split". What was going on here? At this point, whether it was faulty labor, parts, or both, Toyota as a company failed in its service by damaging my engine and lying to me about what they were going to do to fix the problem.
The run around is horrendous. When the engine was finally torn down, I made an appointment to visit again with my mechanic. However, in order to do this, Germain Toyota insisted that a specific diagnostic technician of their's be present. But, when I arrived to the dealership to meet with him as agreed, the technician was conveniently not there, and was out for the day! I wasn't about to leave and drive down there again, so, we asked if another service person could show us the dismantled engine. One of the "kids", and I don't use that term loosely, brought another "kid" to show us the parts. When my mechanic asked what they were planning to do, the "kid" said— "I don't know where it stands. I was only told of the situation yesterday afternoon, and the (diagnostic technician) is not here". Based on my and mechanic's assessment, if I WERE to agree to repairs, they should "replace the short block with a new one" at minimum.
I finally received another message today from Germain Toyota. They indicated that I could have spoken with another certified technician the day I arrived. (Why? I was asked to speak with one specific one and expected him to be there. I had no knowledge of any other! I'm not psychic.)
Another part of the message said that "the diagnosis was due to lack of lubrication to the lower end of the engine as stated in the previous letter." (What previous letter? — when and who sent a letter with this information? By what means did they send it? As far as I was concerned, this was fabricated.)
There was however, some reference to planned repairs. "The main items that will be replaced are the crankshaft, #3 connecting rod, all crankshaft and connecting rod bearings, and all engine seals and gaskets". To me, this was still not acceptable. There was no mention of the "cylinder block" being checked and tested for integrity. It sounds as if they are planning to "band-aid" a broken bone. At this point, I think they are holding my car hostage until I authorize them to repair the damage as they see fit.
I had been more than patient and courteous during this incident. It's been over three weeks and all my attempts at a proper resolution with Toyota has fallen on deaf ears. The service failure and constant run around by Toyota's dealership and Corporate offices have been extremely tiring and stressful.
I have nothing substantial from them in writing— no list of parts, written estimates, warrantys, etc.— even after I asked for the engine to be dismantled. I believe, by law, I am entitled to this information. It's my car, and I need to know exactly what they're installing to restore the engine to condition it was before or better, regardless of who's paying for it.
I also found out that the franchises act independently, and while the Corporate office provided me a claim number, any conversations in conference between myself, the dealership, and Toyota Motor Sales has obviously been of no help to me. I was ultimately told to resolve the issue with the dealership myself. The Corporate service reps no longer care to be bothered with it. Then there were two service managers at Germain Toyota that now claimed, "if you want a new engine, you can go right ahead and sue us for it"!!
I have receipts to show that any maintenance ever done were completed at certified Toyota dealerships. I made the effort to go to Toyota rather than a general auto mechanic because I trusted the services performed would be more than satisfactory. I assumed Toyota's mechanics and technicians were qualified - I was willing to pay premium cost for service because I believed
"no one knows Toyotas like Toyota!" How could I be so stupid? — based on this experience, they have no integrity or value for their customers.
I'm rely heavily on my car for transportation. I've lost enough time from my job on this problem as it is. I've just finished paying for my car - trying to enjoy the freedom of true ownership.
Now, I'm up against having to buy another one because I don't feel safe in a vehicle that will now experience problems for as long as I own it. Attempting to repair damage to a seized engine is an enormous overhaul. If Germain Toyota can't do a proper oil change, how can I expect them to rebuild an engine?
I can only expect another incomplete and defective job. What if there's secondary damage? What's going to happen next time? Do I have to stall in the middle of the road and cause an accident, perhaps loss-of-life, for them to pay attention? The only thing they're concerned with is saving money - at our expense, time, safety and inconvenience. The warranty they offered was also a slap in the face— one year.
They said that's better than the "nothing" I had since my manufacturer's warranty had expired. As far as I am concerned, this has nothing to do with warranty— it's a parts and labor dispute with the dealership. Based on my current driving habits, I don't care about the warranty that no longer existed— my engine was in sound condition at 34000 miles. If Toyota cars are as good as they claim, I shouldn't expect engine maintenance for another 30000 miles or greater!
It took me 5 years to put the mileage I already have— so at least match the warranty if the repairs will be just as good.
It's a struggle everyday to wake up in the morning— can't tell if I'm coming or going anymore. It's quite depressing and disgusting that corporations can rip off the consumer just because they can. What are about our rights? How can people that work at Toyota sleep at night, while customers / owners have to put up the day to day inconveniences of their negligence.
Please help— I feel so lost. I believe that by the time this is received, I may be forced to approve measures with Toyota I do not agree with in order to get my car back.
Unfortunately, I wish I could say there was resolution. But, I'm still in limbo.in any event, I needed to vent this nightmare— and thank you for allowing me to share this story.
Julie
Fort Myers, Florida
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