Complaint Review: Toyota Motor Sales (USA) Corp. - Torrance California

*********************WARNING:*********************

To all current & prospective Toyota Truck owners!!!

I am the owner of a 1996 Toyota 4Runner. We purchased our truck brand new, based mainly on the reputation of the "quality & service" that Toyota supposedly had over the years.

While driving home from work on Friday August 1st the check engine light (MIL) lit up on the control panel and the car started to hesitate. I promptly drove the truck (4 minutes) to the nearest Toyota dealer (Toyota 101 in Redwood City, CA). The initial diagnosis was a possible head gasket failure, but that more time was needed to confirm the initial assessment.

After further diagnosing the problem on August 2nd, the Toyota 101 dealer service dept. stated that the 4Runner experienced the serious problems of: cracked aluminum heads (between the valves) and possibly a ruined core engine block. The reason given by the dealer was "overheating". Yet the truck never displayed any prior symptoms of overheating for the life of the truck (such symptoms as: smoke out of the tail pipe, steam coming from the engine compartment, leaking &/or loss of coolant, tempature gauge spike, and poor engine performance never occurred). We diligently performed every major service Toyota recommended at Toyota authorized dealerships (Toyota of Sunnyvale, Toyota Stevens Creek, & Toyota 101)for the life of the vehicle. It currently has approximately 113,000 miles.

I promptly contacted Toyota Customer Relations (TCR) asking for assistance with repairs on August 4th. I stated the problem stems from the poor design and defective nature of the head gaskets and the SSC X01 (recall of head gaskets). I requested that the 4Runner be repaired under Good Will warranty because of the nature of the failure. After several calls to TCR (on 8/4 & 8/11) and a lengthy discussion with Mr. Paul Chin (Toyota Motor Sales, San Ramon, CA) on Wed. August 13th, Toyota declined to assume responsibility for any repairs, stating that the truck was out of warranty and that nothing further can be done. The estimated repair costs from Toyota 101 is approximately $10,000.00

Our 4Runner had the original head gaskets replaced under the SSC X01 (national recall)in July of 2000. At that time our 4Runner had 59,000 miles and was 4 years old. Now 3 years and 53,000 miles later we had a catastrophic engine failure. Something is clearly not right and Toyota should assume responsibility. Every owner should reasonably expect that the replacement parts should be "as durable" as new parts.

This is a perfect example of how Toyota treats their loyal customers. After years of dedication and word of mouth testimony to friends & family on the reliability of Toyota products, they take no responsibility and offer no assistance with issues that clearly stem from design flaws and defects! When you really need Toyota to live up to their reputation of service & quality, they deserve an F for FAILURE.

I have read through dozens of personal accounts by other Toyota Truck owners throughout North America with similar head gasket failures on the 5VZ-FE V6 bimetal engines who have been left out to fend on their own. It is clear that there is a record of negligence that Toyota has taken toward its loyal customers with head gasket failures. It seems that Toyota has failed to recognize that blaming the customer will eventually come back to haunt them. It may start out slow, but a loud and vocal group will eventually be heard. The internet can be a powerful force for change. Toyota's short sightedness today will lead to their own future regrets. Ask the best run companies in America how they've earned their success. Most will unequivocally say one major component is, "LISTENING TO THE CUSTOMER"!

I would like to hear from any 4Runner owners with similar problems and how they resolved (or not) their head gasket problems.

I'm ready to fight this. I look forward to any comments and recommendations.

I mailed a certified letter to Mr. Yuki Funo, President of Toyota Motor Sales (USA) on Aug. 14th, 2003 requesting assistance and relief for the cost of repairs for my '96 4Runner. I included copies of all my receipts for recommended services that were performed since the day I first purchased my truck. The letter was received & signed for, on Aug. 18th by Mr. Paul Ly of Toyota Motor Sales (USA). To date (Sept. 25, 2003), I have received no reply from anyone in Mr. Funo's office.

PS to Toyota: My next purchase will definitely NOT be a Toyota because of this experience. How many times will they wait to hear that until things change? Ask the VP of Sales for Toyota how much he values customer feedback and lost sales? Ask the President of Toyota Motor Sales North America, Mr. Yuki Funo the same question.

Former Toyota owner

Jean

Redwood City, California
U.S.A.

Click here to read other Rip Off Reports on Toyota Dealers and Products