I took my car in for regular maintenance (my second one since I've leased the car for just over a year). After the maintenance my car was making a disturbing rattling noise from the hood/engine area. I took it to the dealership for service on Monday evening after work for a check-up. I was told they would do an all-over maintenance because perhaps something wasn't done right with the initial maintenance just over a week ago. I was told I can come pick up the car later that evening. I arrived later expecting to pick up my car and the service center told me that they could not resolve the issue and they could still hear the noise but they have no clue what the cause is so my car needed to stay. One of the servicemen claimed a lot of Toyota's have been coming back with hidden manufacturing defects and we're not able to determine the source of the problem. Then they turned around and said they told me that they would run tests to determine the cause and they should be able to give the car back to me the next day.
After several attempts to try and reach the service rep the following day Tuesday, I was then told that they adjusted a conveyor belt and the "rattling" noise went away so the car is good to go so I can come pick it up that evening. Then I was told the car needed to stay longer because they did some more tests to make sure the noise was gone, but realized it wasn't so now they were going to attempt to change the water pump but had to order it so my car would have to stay until Wednesday for the water pump to arrive and so they can replace it by evening. Again I was told I should be able to pick up the car Wednesday evening. I called back Wednesday evening to arrange to pick up my car and yet again, I was not able to get a hold of anyone. I later received a message saying the issue was not resolved even after the water pump was replaced so now they are going to replace the alternator. Which means I would have to wait another day for the alternator to be shipped to them and for them to replace it.
At this point I was completely frustrated and un-assured as to what was happening to my car. I recalled that at the beginning when they couldn't figure out what was causing this noise, one of the servicemen told me that they get a lot of Toyotas with manufacturer defects/hidden defects which is why they couldn't pin-point the issue, and this is probably another one of those because it is such a brand new car with less than 4K miles. My other frustration with this was their lack of communication and lack of help. I spoke to the service manager expressing my frustration and demanding an explanation of what is wrong with my car - no clear answers were given at any point. In fact he agreed with me and said I don't blame you if you don't feel safe riding the car.
I filed a case over the phone with Toyota customer service and personally spoke with the Customer Relations Manager who received the case. I told her that I barely have had the car for just over a year, have taken great care of it, it is practically new and still has a "new car smell" believe it or not. I also have made all my monthly lease payments on time, but after the several attempts of trying to fix an issue that is not common with a new car like this, I do not feel that I will be driving a safe and reliable car anymore because even your servicemen could not tell what was wrong and were playing guessing-games. I demanded that they replace my car with a new one under the same contract and that I will be seeking legal action with Toyota if need be. The Customer Relations Manager replied by saying she herself would not feel safe driving this car herself given the situation and possible hidden manufacturer defects. Toyota replied to my case by trying to close it on the basis that I did not pick up the car from the garage at any point and hence there were no multiple attempts. I was using uber and their shuttle service to go back and forth to the dealer every day this past week to pick up my car only to be told there is another issue they would "try" to fix. After every attempt I was told it was the last and that the issue is/would be resolved, only to be told once more the day after, that that the replacement/repair did not do the trick and the noise is still there.
They are being completely passive about the whole issue and have not made any attempts to assist me in any way. I need to contact Toyota about this case and need legal assistance to help voice my concern and receive the customer satisfaction and safety that I deserve as a consumer. I hope to hear from you soon.
A D V E R T I S E M E N T S
I took my car in for regular maintenance (my second one since I've leased the car for just over a year). After the maintenance my car was making a disturbing rattling noise from the hood/engine area. I took it to the dealership for service on Monday evening after work for a check-up. I was told they would do an all-over maintenance because perhaps something wasn't done right with the initial maintenance just over a week ago. I was told I can come pick up the car later that evening. I arrived later expecting to pick up my car and the service center told me that they could not resolve the issue and they could still hear the noise but they have no clue what the cause is so my car needed to stay. One of the servicemen claimed a lot of Toyota's have been coming back with hidden manufacturing defects and we're not able to determine the source of the problem. Then they turned around and said they told me that they would run tests to determine the cause and they should be able to give the car back to me the next day.
After several attempts to try and reach the service rep the following day Tuesday, I was then told that they adjusted a conveyor belt and the "rattling" noise went away so the car is good to go so I can come pick it up that evening. Then I was told the car needed to stay longer because they did some more tests to make sure the noise was gone, but realized it wasn't so now they were going to attempt to change the water pump but had to order it so my car would have to stay until Wednesday for the water pump to arrive and so they can replace it by evening. Again I was told I should be able to pick up the car Wednesday evening. I called back Wednesday evening to arrange to pick up my car and yet again, I was not able to get a hold of anyone. I later received a message saying the issue was not resolved even after the water pump was replaced so now they are going to replace the alternator. Which means I would have to wait another day for the alternator to be shipped to them and for them to replace it.
At this point I was completely frustrated and un-assured as to what was happening to my car. I recalled that at the beginning when they couldn't figure out what was causing this noise, one of the servicemen told me that they get a lot of Toyotas with manufacturer defects/hidden defects which is why they couldn't pin-point the issue, and this is probably another one of those because it is such a brand new car with less than 4K miles. My other frustration with this was their lack of communication and lack of help. I spoke to the service manager expressing my frustration and demanding an explanation of what is wrong with my car - no clear answers were given at any point. In fact he agreed with me and said I don't blame you if you don't feel safe riding the car.
I filed a case over the phone with Toyota customer service and personally spoke with the Customer Relations Manager who received the case. I told her that I barely have had the car for just over a year, have taken great care of it, it is practically new and still has a "new car smell" believe it or not. I also have made all my monthly lease payments on time, but after the several attempts of trying to fix an issue that is not common with a new car like this, I do not feel that I will be driving a safe and reliable car anymore because even your servicemen could not tell what was wrong and were playing guessing-games. I demanded that they replace my car with a new one under the same contract and that I will be seeking legal action with Toyota if need be. The Customer Relations Manager replied by saying she herself would not feel safe driving this car herself given the situation and possible hidden manufacturer defects. Toyota replied to my case by trying to close it on the basis that I did not pick up the car from the garage at any point and hence there were no multiple attempts. I was using uber and their shuttle service to go back and forth to the dealer every day this past week to pick up my car only to be told there is another issue they would "try" to fix. After every attempt I was told it was the last and that the issue is/would be resolved, only to be told once more the day after, that that the replacement/repair did not do the trick and the noise is still there.
They are being completely passive about the whole issue and have not made any attempts to assist me in any way. I need to contact Toyota about this case and need legal assistance to help voice my concern and receive the customer satisfaction and safety that I deserve as a consumer. I hope to hear from you soon.
- toy-ota2014, Los Angeles, CA, US