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Complaint Details
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Initial Complaint
06/02/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
My name is ****** ****, owner of 2013 Toyota Camry SE VIN# ****************** My vehicle shudders when I drive over 25 mph. On 19 April 2022 I took my 2013 Toyota Camry SE to the Glen Toyota dealership. After the diagnosis the representative stated that I needed a new torque converter. The cost would be $2902.30 to repair. After further investigation I discovered Toyota offered the Torque replacement at no charge under the Toyota enhancement warranty program. Under the extended repair program the torque converter was replaced at no charge for 8 years or 150,000 miles. My vehicle is currently under 150,000 miles and the 8 year mark occurred during Covid19 when businesses were shut down. The service adviser told me the dealership would not cover the repair. Under a normal situation this would be acceptable. Due to unusual circumstances related to Covid19, I am requesting that my vehicle's torque converter be replaced at no cost to me. I have uploaded the document to the Toyota Warranty Enhancement Program that explains the shudder while driving under light throttle conditions between approximately 25 – 50 mph. Also included is the service recommendation from the Glen Toyota dealership that shows the seriousness of this repair. Toyota cares about customers’ satisfaction and ownership experience. I hope that this experience will continue with this trend. Thank you.Business response
06/13/2022
******,
I see this is the second notice. This is the first one I recieved.
The customer did come in on the date stated. Normally that part is covered for 5 years or 60,000 miles. Toyota did extend that on 2/15/2018 on that part to 8 years. The customer is out of time on the warranty. That has noting to do with us. We as a dealership have zero control over warranty claims and it is unreasonable for us to do repairs for free because a customer "thinks" we should. Even the dealership they purchased it from which was not Glen Motors can not enhance an expiired warranty. The date of first use when the vehiclce was purchased is 8/5/2013 from ********* Toyota.
As for covid, our service department was never shut down during the entire pandemic since transportation is "essential". I do not understand how a complaint to the BBB can even be warranted in this case since we are not Toyota Motor Corporation. I would suggest them reaching out to Toyota Corporate for assistance. I do feel in my expericence that it would not matter since the warranty and extended enhanced warranty is expoired. If you have any questions please dont hesitate to call me at ###-###-####.
Regards
Robert D*****
GM
Re
Customer response
06/22/2022
Complaint: ********
I am rejecting this response because: even though Toyota was open many including myself was afraid to travel due to the death of Covid pandemic. This is known to everyone in the world that no one was traveling except essential workers. I thought Toyota would extend a courtesy to customers as so many other businesses have done during the pandemic. It is unbelievable why this exception can not be made especially since it was originally a trouble that needed to be recalled. This vehicle has only has 82,000 miles. This is unacceptable for a company that is held in strong regards.
Regards,
****** ****
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Contact Information
23-07 Maple Ave
Fair Lawn, NJ 07410-1500
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Get a QuoteCustomer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.