Venting...Toyota and 100K Service Plans...!!!

[tc95]

I have seen others vent here....and they recieved really good feedback on what to do....so here I go...

I Own a Toyota Avalon....I purchased the dealers 100K service plan...but ever since they fixed one thing....they will not cover anything else....they tell me it is not in the scope of what is covered...however, when I go to a website or talk to someone on the phone they can never tell me exactly what is covered...The dealership does nothing...no help...the service people don't care they just say I understand...(hell I bet they don't...I know this is a commissioned based job...and they have sales goals...but what ever happened to customer service...???) I guess it is like everything else...I don't understand why people and companies always forget about this....If I did that I would be sitting at home collecting dust...with no money...!!!

My issue is that ever since I purchased this car...when I gun it to get past something or getting on the freeway...I have a rotten egg odor in the car...(the principle of the gas burning and releasing this odor I understand)...what I don't understand is why I smell it in the car...OK if I was standing outside or had my windows down I could see getting this odor...I took my car in today to get the AC fixed (not covered under the service contract...even though it is a vital component...some sort of Amplifyer for the AC is going out..) the front door locks stopped working...(this is covered just a servo)...a clicking when I turn left....(not coverd but unerstand normal wear and tear)....and the issue about the rotten egg smell....well they call me guess what we do have something we can do to help the smell...unfortunatly your out side our 8 year/80,000 mile guarrantee on this....it will cost you $1500.00....I have been complaining about this issue for over 5 years....and now that I am outside this guarrantee...they come-up with a fix...!!! excuse me but what the Frak....(sorry best word I could find )....

I guess I am stuck...but will never ever buy a Toyota again...due to the dealerships around me....I never had a problem with acura or mercedes...and understand you are paying for the service when you buy them...but I had a Hyundai...that I got better service out of the dealership than this toyota...

There are other issues that I have had dealing with in the past when I was getting other services done....paint shop...with them putting tint on the windows...with the car comming back from service with tons of black stuff all over the car....(my cars not perfect...but I expect to get it back the way I drop it off..)

Thank you for reading this....it has helped me vent....I don't expect anyone to help...but if you have any-ideas on what I can do...it would be appreciated....


(If I have miss-spelled something...understand I can not spell...and sorry!!!)

[SpeedRacerSlots]

Dealership?

SpeedRacerSlots added 2 Minutes and 34 Seconds later...Double Post Merged Below

Also suggest trying several Avalon forums:
http://www.toyotanation.com/forum/fo...play.php?f=153
http://www.tundrasolutions.com/forums/avalon/

[tc95]

Greg....Don McGill.....both the Katy and Kirkwood Locations....I purchased it from the Kirkwood location....

tc95 added 0 Minutes and 34 Seconds later...Double Post Merged Below

I have looked thru the forums....most of them describe the fix that they want to charge $1500.00 for....

[SpeedRacerSlots]

Do you have all of your original service slips where you noted the problem and they logged it and noted "unable to replicate"?

If you do, you can try the same thing that I did, which is to take all those service slips walk in around 10am one morning and ask to speak to the service manager, if he/she isnt available, ask to talk with the GM. Explain the issue, show them the documents and see what they can do, now that all the sudden a fix seems to be available now that you are out of the warranty period.

I did that with the Nissan dealership here in Houston and was successful in getting a strut bearing, 2 front struts and upper passenger side motor mount replaced... seems as though they found the fix, when my car turned 36,300....when they were unable to at 20K, 22.5, 25, 27.5, 30K, etc. regular service intervals.... I got the 36K service and "unable to replicate" on the docs, stopped by for a replacement part and the service guy saw me and they all the sudden had a "fix"...but it wasnt covered because I was beyond 36k....
That discussion didnt last long... needless to say, the following Tue AM, my car was in the service bay being covered under warranty with me driving a dealer provided car while it was being serviced.

[texkam]

Opposite experience at Toyota of Plano. Bought new Sienna van. No extended warranty. While under regular warranty would not start from time to time, but very very seldom. Like one day then 6 mo. gap then 2 mo. gap. Strange. They replaced parts N/C. Didn't start that day then OK for 5 mo. etc. etc. So I talked to the GM and asked if they would still fix if/when it does it again since we've had no luck during the warranty period. No prob. He gave me a 7 yr. warranty starting from that day and also explained that it would cover anything else. Last month, under this warranty, they replaced a bad shock with a smile and no questions asked. Toyo of Plano also has a dedicated person to handle customer service issues. She gave me a lift home when the shuttle person was gone. They certainly make it hard for me to go anywhere else. :) I guess their customer service just paid for itself right now huh?

Suggestions:
1. See if your dealership has such a CS person.
2. or talk to the Gen Mgr.
3. Toyota corporate (regional/national) has a chain of command that you should be able to go to. They should be made aware of this kind of treatment from the local dealer.
4. Show them this thread.

Good luck!

[Brains]

The smell comes from sulfur oxides, released as an undesired byproduct of the catalytic converter when some unburned fuel is being processed by them. The problem is made worse when you get on it, as there's more fuel when the mixture is enriched to provide more horsepower. Gasoline burns almost completely (best efficiency) at about a 16:1 ratio of air to fuel, lowest emissions at about 14.7:1, but best power at about 12.5:1. Your car's computer is constantly making adjustments based on operation conditions, and typically stays in the lowest emissions range (and least stinky). While all cars can smell a bit under heavy acceleration, unfortunately Toyota uses a type of catalytic converter setup that is more stinky than others. So the bad news it the problem is not likely one they CAN fix, at least completely.

[Cornbread]

After working in the sales business and seeing both the good and bad of dealership life, I can give everyone one bit of advice:

Listen to the radio advertisements for dealerships in your area before choosing one.

Don McGill runs some ads right now for "National Automotive Redemption Center". It's just barely-legal bull**** to get morons to come in and get suckered into buying a car.

If they see their potential customers as sheeple, imagine what kind of bull**** they're willing to pull behind the scenes. The "**** the customer" approach usually carries over into the service department. When someone comes in to get their car fixed, the dealership has them by the balls.

Empower yourself. Don't purchase extended warranties and other bull**** in the finance office. Don't put up with ****ty customer service. Take your business elsewhere.

[ldelacruz]

I hate to move, paint and buy a car.

[tc95]

Corn....that is what I did just a few minutes ago....I called them and just told them to put everything back...I was not going to pay for anything...Fix what the warranty will cover the switches...and that's it...I have lived with the other two things for a little while...and will figure out what I want to do about them later....but I did call to talk to the Service Manager....and he just gave me the old run-around...about how the fix is not nessacarly a fix...(that's not what the service person told me...) but it can help...they complained that they had already taken my car appart and were going to start to fix it...I told them if you have not started then I am telling you at this point not too....!!!...I know they really don't care either way...that is why I am venting....Greg...I am going to take your advice but instead of the dealership level...I think I am going to scan everything I have in...and find an email address to someone with Toyota in Japan...that I can send this too...I think the fact that I can provide Vin's for 7 different cars....that might peak some interest there...I know it will not mount to a hill of beans at these two dealerships....!!!!

Mark....I wish the Toyota Dealerships here in Houston cared that much....I would stick with the dealership no matter what car they sold....if I got customer service like that....

Corn thank you....your right....I think that is some great advice...

tc95 added 1 Minutes and 56 Seconds later...Double Post Merged Below

Lonnie....I am with you on all three of those...!!! ( just want to run the other way..!!!)

[KJ Smith]

Educate yourself on the Texas Lemon Law. You can google it.

Usually in the back of your owners manual there is a page about it.

The first step is to notify the Manufacture. Their info will be there. Notify them.

If the problem occurred before your warranty ran out they will cover it.

I hope you kept your records.

If the problem is an emissions issue there is a separate warranty that last 50k I think.

Then file with the State under the lemon law.

That is enough info to get you on the right track.

Kevin

[tc95]

Kevin...I will look into it...I know that it deals with repair issues....(I don't know if this will fall-under that...but I will resarch it tonight...and post my findings)....the problem is that I am over 90K....so the emissions thing is out the window...plus I pass Texas emissions standards....

Thank you I will look-into the lemon law....

[texkam]

and find an email address to someone with Toyota in Japan

Toyota USA should have competent people.

Corn, My brother-in-law was service mgr. for such a dealership. He was honest. Hated upper management. He and other senior employees were fired (after training their replacements!(*&$%#@)!!!! They are now suing with a pretty strong case. Consumers need to choose wisely and stop being idiots. ( not you Tony :) )

[tc95]

LOL....no I know nothing about cars...so I trust the people that do...or have the perception of it...but I beat my head agaist the wall........enough to finally realize..... opps...!!!

[dmora]

Originally Posted by Brains

The smell comes from sulfur oxides, released as an undesired byproduct of the catalytic converter when some unburned fuel is being processed by them. The problem is made worse when you get on it, as there's more fuel when the mixture is enriched to provide more horsepower. Gasoline burns almost completely (best efficiency) at about a 16:1 ratio of air to fuel, lowest emissions at about 14.7:1, but best power at about 12.5:1. Your car's computer is constantly making adjustments based on operation conditions, and typically stays in the lowest emissions range (and least stinky). While all cars can smell a bit under heavy acceleration, unfortunately Toyota uses a type of catalytic converter setup that is more stinky than others. So the bad news it the problem is not likely one they CAN fix, at least completely.

My mom's Highlander does this too..
I think its all the newer model of Toyotas made in the USA... ugh.

Old toyotas from Japan are the best. I still miss my old Toyota.

[KJ Smith]

I misunderstood. I thought we were dealing with the manufacture warranty.

For aftermarket warranty issues contact the State of Texas Attorney Generals office.


I hate to be a bad guy, but is it my understanding you bought an aftermarket warranty that you have no paperwork on?

You have no idea what it covers? Who is the warranty company ?

Kevin