Complaint Review: Jim Coleman Toyota (Gaithersburg MD) and Toyota Corporation of America

Jim Coleman Toyota claimed "owner abuse" when I brought in my 2000 Toyota Avalon that was making smoke. This was a $32,000 car with 34,000 miles on it which made it within the original warranty of 36,000 miles and I had an extended 70,000 mile warranty. They claimed that sludge in the crankcase was proof that I had not changed the oil. I had proof--valid receipts from Jiffy Lube and other garages--that showed that I had changed the oil according to the maintenance schedule. I presented the receipts to Jim Coleman Toyota but they told that they "didn't care" what receipts I had, sludge meant that I had abused the car and therefore the warranty wouldn't cover it. They wanted $6-7,000 to repair the engine. Toyota Corporation of America told me that they were sorry that this had happened but it is their policy to never over-rule their dealers on warranty issues. I traded in the car elsewhere and bought a different brand. I have since learned that other Avalon dealers around the country have had similar problems and that there is probably an engine defect.

Rick
Olney, Maryland