The dealership, Hoselton Auto Mall Toyota in Rochester, supposed, did a 100 point check, to include the brakes (I have the document from them with the brakes checked off as done) - guess they didn't know where the brakes were???. Each time I was there for an oil change, they had my car all day - very inconvenient because sitting in the lobby for that length of time was uncalled for - especially since the 100 point check was obviously not done! There were other issues with the dealership - I will certainly never go back there again! Right after the brake problem occurred, I called the dealership - they never got back to me. I issued a complaint on another website and never heard from them either. I guess they thought I would go away! I expected better from Toyota!!!

Update from Oct 12, 2023 Continued: I picked it up and on the way home heard a grinding/rubbing sound – took it back three times and each time was told “It’s a new vehicle – the sounds will go away!” Well, they didn’t go away, so took it to my local mechanic (former race car driver/mechanic) and he told me the brake pads were worn down to nothing and it didn’t happen overnight - probably came from the factory that way! Gee, so much for the 100 point check!

Bought the Toyota Highlander because they are supposed to be reliable and long lasting vehicles. Always praise Toyota quality. We have always had all the maintenance done at the dealer. Noticed all four brake rotors are scored and no longer smooth. Last dealer report was that brake pads were good. All four brake rotors are scored and have uneven wear. Noticed after driving on a 400 hundred mile trip. Brake pads still have plenty of life left. Was told when I take it to dealer it will probably not be covered due to being a wear item. Thinking my views on Toyota quality are wrong and feel it should be covered under warranty!

Update from Jul 25, 2020: Took the car in for the 30 month service. Service manager told me both rear rotors were warped. He said the pads were worn and rotor wear should not be this bad for 28500 miles. All were replaced under warranty.

This is my second Toyota Highlander - first was a 2008 that delivered 280,000 miles of superb travel with no problems. Didn't have it serviced by dealer. Now, that I have a 2018 Highlander, at just 26,,000 miles I'm being told that I need new brake pads 'metal on metal (by dealer service department)'. Of course both sides (front) have to be replaced to be 'even'. I was also told that this isn't under warranty - they don't cover brakes because . . . you know it could be a 16 year old boy who just got his license and . . . . "; I responded that I'm not a 16 year old boy and I drive back and forth to work in a rural area of the State. Few traffic lights, stop signs. Hope this isn't how the next few years are going to be with this vehicle. I have spoke so highly of Toyota's, especially Highlanders to so many people. I'll have egg on my face. Going to take this to another service center for a second opinion.