Complaint Review: Toyota Motor Sales USA Inc

Toyota won’t honor a warranty on a defective part which was known by Toyota if it was discovered by an independent mechanic during a repair.  It also won’t notify car owners of a known defect, so they can take the car to a dealer for repair under warranty, unless there’s a recall.

My A/C failed.  I took the car to the independent repair shop which I use because it’s within walking distance of my house.  The mechanic found the problem and also discovered a Technical Service Bulletin from Toyota blaming a defective part, installed during manufacture, which gradually damaged 2 other parts.  The system was apart, and the car wasn’t drivable, so I told my mechanic to complete the job, and he did.  Parts and labor cost me $1575.34.

I phoned Toyota at 800-331-4331 and told my story, giving the TSB’s date and number.  The customer service rep said that the warranty had expired and that, even if it hadn’t, Toyota would not honor it because I took the problem to an independent mechanic who might have damaged the part.

I asked the rep if the TSB had been sent to owners; she said that Toyota doesn’t notify owners unless there’s a recall.  So Toyota routinely and as a matter of policy fails to alert customers of a known defect which must be taken to a dealer to correct under warranty before the warranty expires.  Toyota thereby escapes its warranty obligation and accountability for its defects.  This unfair practice is not specific to my vehicle or to its defect.

Toyota and other manufacturers should notify owners of known defects so they can obtain repairs under warranty.  If manufacturers won’t do it voluntarily, the government should require it.