Hi everyone, I’m in a bit of a situation and could really use some expert opinions to figure out where I stand. I recently worked on a 2005 Toyota Prius (EU model) with all keys lost. Initially, I faced challenges programming the key, as the EU model has a different procedure. I had to force the system into a US configuration to reset the immobilizer (immo) and smart box. After several hours of troubleshooting, I successfully got the key programmed and the car running. However, the customer wasn’t happy. They claimed to have received a quote from someone else who could do the job for half my price but wouldn’t be available until the following week. They tried to haggle after the work was done and even refused to pay. I didn’t budge on the agreed price but told them I could delete the key and they could wait for the other guy without paying me, as I don’t have time for price disputes once the job is completed. After programming the key, multiple warning lights appeared on the dash, related to the hybrid battery. The customer insisted these lights weren’t there before the keys were lost. Given that both the 12V and hybrid battery were dead when I started working on the car, it was evident that the car had been sitting idle for a long time. Despite this being unrelated to the key programming, I ran a diagnostic, cleared the codes, and left the car running for a while. After restarting it a few times, all the warning lights disappeared. Later, I received a few angry phone calls about my pricing, claiming I had charged too much. A week after the job, the customer called again. They said they’d replaced the 12V battery, sold the car (which was now in another end of the country), and that all the dash lights had appeared, and the car had stopped starting. They decided to swap the hybrid battery for a new one, but the issue persisted. Even after swapping back the original hybrid battery, the car still wouldn’t start. Intial claim: The car doesn’t lock/unlock. The car doesn’t start. Ignition DOES turn on. I explained that if the dash lights are on, the ignition is functioning, meaning there’s no immobilizer issue. If the key or programming were faulty, the ignition wouldn’t turn on at all. Now they claim: The car doesn’t lock/unlock. The car doesn’t start. Ignition DOES NOT turn on. The customer then said Toyota inspected the car and advised that it’s a key issue, recommending a new key at triple the cost I charged. They are now demanding a 50% refund from me. The key was provided by the customer, and I they where informed that I do not guarantee customer-supplied keys. Is there even a 1% chance that the issue could be related to something I did? Or am I right in thinking this is somethign else, unrelated to my work? Would appreciate any input or advice on how to handle this situation. Thanks in advance!
Sounds like your spot on. Sounds like the people had this car sitting around someone is popped up and said hey if you can get a key made for it you could probably sell it for some good money or some kind of likeness and so here we are I wouldn't give them anything I wouldn't budge a bit this is just what can happen when things just aren't seen by someone as they should be I guess oh well I guess they should have waited for the other guy who could do it in no time and all of that and then spent double your money with him this is not one of the newer cars where you can just use a scanner and the key software and all that unfortunately this is a bit before that stuff so there's always that sounds like you did a bang up job for the people and they're just asshats which is quite common.
Why are you using US programming on EU models? All sales final though and it was customers key, was it new or used? Do not refund as the car and key worked when there and as they left. They replaced 12v and hybrid battery and could have messed something up. Do not force US programming on EU models in the future.
It is difficult to assess this situation. We do not know how you programmed the key. Did you use certified equipment or did you use manual methods described on the Internet. Was the preliminary agreement between you and the car owner somehow recorded? This could resolve the issue when going to court.
Tried the EU programming by extraction immo data from EEPROM but it just did not work, but when accessing the immobiliser box this was exactly same as seen in online videos which where from US which is why in end had no other option so tried US version which did work. EU car you can't reset immo box or smart box as apparently they do not have it.
Used a key programming device and Techstream with seed key calculator it wasn't possible to follow online instructions as they are all based on adding a key not a all keys lost situation
It’s an interesting case. We usually see complaints from the customer perspective, but you make good sense. If we know all the facts, I would say the customer is in the wrong
It's always after the fact you hear yeah I can get it done cheaper from somewhere else I just didn't want to wait and on and on and on Why The car's been sitting for months or years what's another few days now exactly wishy-washy types
It's not a key FOB problem if you got it to work and it drove away working properly. And maybe there's a chance that the US security version is in conflict with the EU version, but based on the customer's behavior I see no reason to continue participating in whatever this confusing situation is. A Toyota stealership mechanic pointing to FOB immobilizer problem is just them trying to make excuses to replace the entire immoblizer because they're the worst when it comes to maximizing how much they get the customer to pay. And they could care less if the customer pays a fortune to fix something that doesn't solve the problem. They'll just think of something even more expensive to replace. And why would they claim they sold the car, but they're still trying to get it fixed? That makes no sense. If they really did sell the car then the person who needs the partial refund is the person who bought it from the customer. And because that new owner is far away from you the most you owe the new owner is a quick phone conversation to explain the vehicle history and an explanation that the customer who sold them the car is not a pleasant or reasonable person to do business with.
Not disagreeing with your argument, but since the applicable law is that of the UK, and they have different libel and slander rules than we do, that might not be a good thing to communicate.
Lol, fearing slander by telling the truth makes the whole world dishonest. If this car really was sold and I was the mechanic I'd simply say I'll work with the buyer directly and not work with a seller who's there's been difficulty with and is suspiciously trying to make things right. It's a matter of basic fairness to say you'll work with the new owner of the vehicle rather than the old owner who gave up on the car.
IANAL, However I'm just saying that the laws in the UK are substantially different than ours in this area, which is, as I understand it, why one often hears bizarre wording when people talk about other people who have may have done something wrong, even when there is substantial evidence to support that. Looked around a little and in "Comparative Defamation Law: England and the United States" (which for the parts I read was actually pretty interesting for such a narrow specialized subject): https://repository.law.miami.edu/cgi/viewcontent.cgi?article=1287&context=umiclr found Translation, a person can be liable for damages in the UK for statements which would not be slanderous/libelous here. The penalty for saying things which disparage another person are all over the map when one travels, well, all over the map. In theory in the US if one were to make a statement like "our leader is fat and ugly" (whether he/she was or not) it would be perfectly safe under the first amendment, whereas if one said that in North Korea the speaker would certainly suffer something awful as a result. So, in summary, it would probably be best to say nothing at all about the problem client, other than a description of what work was performed on the vehicle, when speaking to the current owner of the car.
???? You really researching libel laws in the UK to "support" the OP who's dealing with an awful customer who is most likely lying about selling their car and accussing OP of wrongdoing? Who's side are you on? As for defamation in the UK, isn't that's about political issues not basic facts of business issue? I mean staying up late at night researching UK libel laws to make a Prius mechanic's job even worse when they specifically came here asking for guidance, help and support due to a disgruntled customer who's almost as difficult as you? Let's instead keep focused on offering support and encouragement for the person who started this thread!
I'm suggesting it would be best not to do anything that would give that unpleasant customer any possible grounds for legal action.
