[Angle]

I had to have my 2020 Hybrid limited towed into the dealer with a dead battery problem. The dealer called and said the battery had a short and was replace under warranty, but that the computer was fried and they said it was my fault and wanted $1,300+. I argued with them and referenced a Class Action Law Suit on a similar issue I found off of this forum.
Ultimately, I felt really pressured to get my car back, so I gave them the verbal approval to fix it and the approved the text they sent me on auto line.
I have not heard back in 3 weeks! I’ve sent the Service representative several text messages (via the text he sent me). The Auto-line system that had the service info on it appears to have be closed. The Service rep has not responded to my VMs nor called me back. I’m feeling abandoned and they still have my car. I dont want to have to tow it to another dealer.

QUESTIONS:
1. am I supposed to pay them before they do work.? I approved the work on auto-line, but figured I’d pay them when I picked up my car.
2. The service manager was very intimidating and difficult with me, insisting that all batteries leak (mine was in 3 days). and that the computers were 100% reliable and never fail. Can I go to this guys boss? Or is this kinda a ”network of supporters” at the dealer?
3. Is there a customer advocate at Toyota corporate that I can contact and be treated fairly?
4. Is there some kind of government agency that will help me get my car repaired?
5. Any other suggestions?

Please help! Thanks so much
Angle

 

[Dontmind]

Contact Toyota Corp directly first:
Contact Us | Contact Toyota

I had an issue with our Subaru that was out the warranty, but the service history shows the issue started during the warranty period. The Subaru Corp contacted the dealer and covered all the repairs.

 

[rj.parker]

First let's clarify some things. Is the car out of warranty meaning over three years 36,000 miles?

Second, are we talking about the 12 V battery or the high voltage battery? The high voltage battery has a longer warranty at least 100,000 miles.

Third which computer is damaged? Is it the high voltage battery computer? Or one of the engine computers?

Finally, you should just go to the dealer and confront them directly. Hopefully you have a good argument why the computer is not your problem. Their argument can be a computer is not currently in warranty. Another argument could be a car was improperly jumped when it would not run. Meaning it might have been reverse polarity jumped.

If you can clarify these questions and the sequence of events prior to and after the failure then better advice can be given.

 

[Angle]

Contact Toyota Corp directly first:
Contact Us | Contact Toyota

I had an issue with our Subaru that was out the warranty, but the service history shows the issue started during the warranty period. The Subaru Corp contacted the dealer and covered all the repairs.

Thanks so much! The dealer seems to have most forms of communication via text and auto-line. I called and they keep routing me to the Service manager who lied to me (I dont want to work with him). I just dont understand why they have never even tried to call or text me, seems like “bad faith”.
BTW, they have pushed me beyond my warranty period with all their stalling, I wonder if this is what it’s all about. Anyone have experience?
My friend says “get a lawyer” but I dont see this helping get my car fixed anytime soon. Thoughts?

Angle

 

[FFTR]

• Try a different dealership if one is available. You are not tied to one Toyota dealership for repairs.
• Call Toyota Corp. Get a case started.

 

[Angle]

First let's clarify some things. Is the car out of warranty meaning over three years 36,000 miles?

NO IT WASN’T OUT OF WARRENTY WHEN I BROUGHT IT IN…LESS THAN 36K MILES AND A COUPLE OF WEEKS SHORT OF THREE YEARS. THE SERVICE REP EVEN COMMENTED WHEN HE FIRST CALLED AND SAID THAT THEY HAD REPLACE THE STARTER BATTERY (SHORT) AND ORDERED A COMPUTER THAT WOULD ARRIVE IN A FEW DAYS. HE SAID EVERYTHING WOULD BE COVERED UNDER WARRENTY. I ASKED ABOUT A LOANER CAR AND HE SAID HE’S CHECK WITH THE MANAGER AND GET BACK TO ME.

WHEN HE CALLED BACK HE SAID THAT THE COMPUTER WAS NOT COVERED AND THAT I OR THE TOW TRUCK GUY HAD JUMPED IT WRONG. I DISAGREED AND HE REFUSED TO DISCUSS AND JUST SAID “MY MANAGER WILL CALL YOU”.
WHEN THE MANAGER CALLED, HE STATED THAT THE COMPUTERS “NEVER FAIL” EVEN WITH A SHORT. HE MADE SOME OTHER EXXAGERATED STATEMENTS AND CLAIMED THAT THE TOW TRUCK GUYS DID THE DAMAGE AND THEY HAD INSURANCE. HE THEN PROMISED TO CALL ME BACK AND CALL THE TOW TRUCK PLACE. HE NEVER DID ANY OF THOSE THINGS.

Second, are we talking about the 12 V battery or the high voltage battery? The high voltage battery has a longer warranty at least 100,000 miles.

THE STARTED BATTER FOR THE 12VOLT SYSTEM INCLUDING THE COMPUTER

Third which computer is damaged? Is it the high voltage battery computer? Or one of the engine computers?

I’M GUESSING THE 12V ONE. WHEN I FIRST TRIED TO START THE CAR, AFTER OUR BIG COLD (-10+) SNAP FOR 4DAYS, THE SCREEN FLASHED AND BUZZED AND WOULDN'T START.

Finally, you should just go to the dealer and confront them directly. Hopefully you have a good argument why the computer is not your problem. Their argument can be a computer is not currently in warranty. Another argument could be a car was improperly jumped when it would not run. Meaning it might have been reverse polarity jumped.

THEY CLAIMED THE POLARITY THING, BUT WE FOLLOWED THE PROCEDURES. I THINK THE LOW VOLTAGE AND “BUZZING“ OF THE RELAYS DAMAGED THE COMPUTER. ISN’T THAT POSSIBLE? THE SERVICE MANAGER IS VERY INTIMIDATING, EVEN ON THE PHONE. HE KEPT INTERRUPTING WITH “THE WAY IT IS” AND NOW HE SEEMS TO BE BLACKMAILING ME BY REFUSING TO WORK ON MY CAR. I JUST NEED A SECOND OPINION/OPTION WITHOUT TOWING IT TO ANOTHER SERVICE CENTER. I MEAN, CAN A DEALER JUST REFUSE TO FIX YOUR CAR? I MEAN I WAS GOING TO HAVE TO PAY THEM TO GET MY CAR BACK AND I AUTHORIZED THE WORK BOTH OVER THE PHONE AND VIA AUTO-LINE. WHAT GIVES?

If you can clarify these questions and the sequence of events prior to and after the failure then better advice can be given.

I IUNDERSTAND. NOW, THE PROBLEM IS’ THEY ARE NOT COMMUNICATING WITH ME AT ALL. NO PHONE CALLS, NO TEXT RESPONSE, NO RESPONSE ON AUTO-LINE. FOR NOW, I JUST WANT MY CARE FIXED AND I’LL PAY AND WORRY ABOUT THE WARRANTY THING LATER.

Hi,
thanks for your note! I’m really pulling my hair out over this. I will respond to your not above in ALL CAPS, but I’m not yelling, ok?

I’m kinda feeling I need some kinda corporate advocate. Does that happen?

Thanks again! This service manager seems to be trying too make my life difficult, I cant see why?

Angle (^)

 

[Angle]

• Try a different dealership if one is available. You are not tied to one Toyota dealership for repairs.
• Call Toyota Corp. Get a case started.

Hi, thanks so much for your reply.

Yes, another dealership is a last resort, I’ll to have a the car towed many miles in the snow/ice. I’m also concerned as the warranty (3 years) has expired during this process. They’ve just been sitting my my car, unresponsive to my texts, anutoline and VMs. They have made no attempt to contact me in over 3 weeks! Can they do this to people?

As for getting a case started, I did not know I could do that. Is there a special number? Do I get to talk to a real person or must I type everything up in triplicate? Any tips to get my car repaired ASAP would be great. I guess I’ll have to worry about the warranty stuff later.

Thanks again fellas for the help, I’ve been losing sleep over this.

Angle (^)

 

[Angle]

I had to have my 2020 Hybrid limited towed into the dealer with a dead battery problem. The dealer called and said the battery had a short and was replace under warranty, but that the computer was fried and they said it was my fault and wanted $1,300+. I argued with them and referenced a Class Action Law Suit on a similar issue I found off of this forum.
Ultimately, I felt really pressured to get my car back, so I gave them the verbal approval to fix it and the approved the text they sent me on auto line.
I have not heard back in 3 weeks! I’ve sent the Service representative several text messages (via the text he sent me). The Auto-line system that had the service info on it appears to have be closed. The Service rep has not responded to my VMs nor called me back. I’m feeling abandoned and they still have my car. I dont want to have to tow it to another dealer.

QUESTIONS:
1. am I supposed to pay them before they do work.? I approved the work on auto-line, but figured I’d pay them when I picked up my car.
2. The service manager was very intimidating and difficult with me, insisting that all batteries leak (mine was in 3 days). and that the computers were 100% reliable and never fail. Can I go to this guys boss? Or is this kinda a ”network of supporters” at the dealer?
3. Is there a customer advocate at Toyota corporate that I can contact and be treated fairly?
4. Is there some kind of government agency that will help me get my car repaired?
5. Any other suggestions?

Please help! Thanks so much
Angle

Oh, I should probably add that I requested that my GPS tracking/cell phone connection system be turned off after a few weeks of owning the vehicle. I understand that this may ultimately interfere with software updates. Is this true?
I saw a video on Car Care Nut saying that this can somehow cause a battery drain issue and prevent it from being fixed remotely. Could this have contributed to my shorted battery damaging my computer?
Angle(^)

 

[rj.parker]

If the car was brought in under warranty it should be covered.

ABSOLUTELY GO DOWN THERE IN PERSON. Its too easy to dismiss someone on the phone or via messages.

Take someone with you. Ideally someone with more car experience. For example the 12v battery is not the starter battery. The high voltage battery cranks the engine. The 12v battery runs the 30 or more computers when the system is not in Ready. Getting some of this mixed up makes it easier for them to dismiss your arguments.

Because there are so many computers, knowing which one is a good detail.

Normally a reversed jump would blow fuses. Were there blown fuses? On a Prius a reverse polarity jump does not blow computers. But it does blow fuses. A rav is a different car but Toyota engineering normally designs in reliability.

I would go down there with another person and ask about the delay and details. Write it down. Then call the tow company and ask them for help.

I wish you had posted earlier before the time part of the three year warranty expired. It could have been extended for a reasonable amount, probably less than your current bill.

You also need a lithium jump box that protects against reverse jumps. Maybe $150. The owners manual is specific about how to jump.

Apparently even a correct polarity jump can damage an adjacent computer if the person hooks up the ground to the computer bracket. Read, copy and go through a dry run so you KNOW how anyone should do it. Keep the copy in your glove box. With a flashlight.

Finally, once you have details and help call Toyota corporate. Be polite and knowledgable. Sometimes Toyota will make cost accommodations. But you have to be clear and concise.

 

[Big Daddy]

Good advice go in person, take a good friend for moral support if need be & record on your phone so you have something to fall back on later, plus in heated discussions we tend to forget things. Good luck.

 

[4x4ken]

I had to have my 2020 Hybrid limited towed into the dealer with a dead battery problem. The dealer called and said the battery had a short and was replace under warranty, but that the computer was fried and they said it was my fault and wanted $1,300+. I argued with them and referenced a Class Action Law Suit on a similar issue I found off of this forum.
Ultimately, I felt really pressured to get my car back, so I gave them the verbal approval to fix it and the approved the text they sent me on auto line.
I have not heard back in 3 weeks! I’ve sent the Service representative several text messages (via the text he sent me). The Auto-line system that had the service info on it appears to have be closed. The Service rep has not responded to my VMs nor called me back. I’m feeling abandoned and they still have my car. I dont want to have to tow it to another dealer.

QUESTIONS:
1. am I supposed to pay them before they do work.? I approved the work on auto-line, but figured I’d pay them when I picked up my car.
2. The service manager was very intimidating and difficult with me, insisting that all batteries leak (mine was in 3 days). and that the computers were 100% reliable and never fail. Can I go to this guys boss? Or is this kinda a ”network of supporters” at the dealer?
3. Is there a customer advocate at Toyota corporate that I can contact and be treated fairly?
4. Is there some kind of government agency that will help me get my car repaired?
5. Any other suggestions?

Please help! Thanks so much
Angle

Time to call a TV Reporter and get that dealership some "good" advertising! TV gets out and gets businesses to rethink their behavior, like less customers in their door.

 

[Angle]

Time to call a TV Reporter and get that dealership some "good" advertising! TV gets out and gets businesses to rethink their behavior, like less customers in their door.

If only it was that easy to get my car fixed, TV reporters have a different ageda. It’s no surprise that the dated and struggling car-dealer infrastructure is trying to maximize profits through service. I hope the guy gets fired, not only for denying my warranty claim, but ignoring my repeated attempts to get my car repaired.
I’m surprised Toyota doesnt encourage better behavior from their dealers.

 

[crisps]

it is worth pointing out the correct location for the positive connection in the engine bay

it is easy to find because it's red

 

[Automender]

Maybe the computer is on back order. However it is no reason to ghost you. Hopefully they don't charge you a storage fee also.