Complaint Classification: Gen. Service Issues
Complaint Description - Posted 4/18/2008
Purchased a new 2002 Toyota RAV4. Found that the transmission is shifting oddly. Found Toyota put out a Technical Service Bulletin (http://rav4world.com/tsb/2001/TC002-06.pdf
) in early 2006 due to high problem rate. The company did not inform owners 2 years ago about this defect which is now surfacing and did not recall due to cost. The defective ECM burns up the clutch and other parts in the transmission. Toyota will not do the ethical and honorable thing and recall the vehicles or even pay for any portion the repair if it is even a tiny bit outside the warranty period (as ours is). Bottom line - they will not stand behind their product or mistake if it costs them too much (unless there is a sufficient public outcry as with the bad head gaskets in another model's recall). Currently, the vehicle is at Liberty Toyota in Colorado Springs. Service Dept number is 719.278.4851. They said that Corporate Toyota decided they will not even discount any part of the repair which we need to have done. Also tried getting a call back from Stevenson Toyota (where we bought it) Service Manager, Jeff Totsky (866.424.0557),but have not gotten no reply. Internet chatter about this can be found in many places like: http://www.topix.com/forum/autos/toy...S8TKGJN6IA3/p2
Company should have its BBB membership revoked since it is not acting in accordance with ethical business practices.
Knew about high failure rate ECM 2 years ago. Did not recall. Will not assist with resulting repairs occurring now, which are now out of warranty.
Pay for all or at least some of the repair. ECU part is over 1,000 plus labor (400.00?). Transmission rebuild is 2,800 at AAMCO. They chose not to recall a known high failure part two years ago when car was in warranty. This problem is widespread. See forums at RAV4world.com and motortrend.com to name a few, or do an Internet search.
Date Problem First Occurred:
Product or Service: 2002 Toyota RAV4 with a defective ECM and resultant transmission
Model Name or Number: Toyota RAV4
Date Purchased: 4/17/2008
Amount Paid: $4200.00
Company's Initial Response - Posted 05/02/2008
Assistance is denied due to the vehicle mileage,and lack of service maintenance. Toyota Dealership replaced the ECU and did not charge the customer for labor and also sold the parts at cost to the customer.
Assistance is denied due to the vehicle mileage,and lack of service maintenance.
Consumer's Rebuttal - Posted 05/13/2008
This does not satisfy the requirement that businesses behave ethically in order to be BBB members. The high failure part was known about years ago and no notification was sent to owners to watch for the symptoms so their transmission would not get fried. This is a safety issue since the erratic shifting could cause an accident. That seems like negligence to me. Gee, thanks for not marking up the price of the defective part and not charging for the one hour of labor. Not sufficient. Joining a class action suit that is forming at this time. No honor in what you are doing (or not doing).
Company's Final Response
Company's Final Response - Posted 05/20/2008
Toyota District Service Parts Manager declined assistance due to mileage (90K plus) and lack of service history (none registered at any Toyota dealership). On March 3rd, 2006 Toyota issued TSB (Technical Service Bulletin) TC002-06 to address the possibility of harsh shift condition and/or M.I.L. "on." Improvements were made to the Engine Control Module to reduce the possibility if this condition occurred. Toyota does not inform Customers when a TSB is created as they are designated to support technicians on how to diagnose/fix the specific issue. Toyota stands behind its products and as a result, the warranty was extended to 96 months or 80k miles, whichever occurs first, from the vehicle in-service date. The Customer did not have a concern with the component within the extended warranty time period. No assistance with repair.