Toyota Prius Platinum Warranty Work Denied

Toyota Prius Platinum Warranty Work Denied

UPDATE: I just received a call from the Toyota Dealer and they are going to replace the air filter box.

The other day I washed my car, and when I opened the hood to dry the car I noticed two upper plastic tabs on the air filter box were broken. These are the two tabs that are located at the top of the box by the center hinge that keeps the lid on straight. You will notice if you look at your air filter box there are two tabs by each latch. These tabs are very strong, and I can not imagine how they could have broken.

I immediately took my car to the Toyota dealer, and they advised me they would have to call a Toyota representative to look at the filter box after they realized the replacement part was over $500.00.

I paid for an extended Platinum warranty and the car only has 40,000 miles.

On Monday August 31, 2009, I received a call from the service writer that the Toyota representative was on his way to the dealer. I arrived around one and waited two hours in the lobby, and then informed the service writer I had to leave to pick my son up at school. I told her I live five minutes from the dealer and as soon as the Toyota representative comes I will come back. Around 4:30 I left a voice mail message for the service writer and did not hear back from her. I drove to the dealer around five, only to find out that the representative had not called the service writer back and she doubted he would be coming. He never showed up on Monday.

As I stated above, I spent two hours in the lobby of the Toyota dealer waiting for a Toyota representative to arrive, and he never called to say he would not be there on Monday.

On Tuesday around 8:00 am I receive a call from the service writer that the Toyota representative was there. I drove the car down to the dealer. I politely said hello to the Toyota representative and stood by as he examined my car. He said absolutely nothing to me.

He started to take pictures of the car. He took a picture of the left rear bumper, right rear bumper, tire, yes he took a picture of the left rear tire and checked that I had the right size tire on the rim, which of course I did. He took additional photos of the interior, mileage, hood, vin sticker, air filter box, air filter lid, and I am sure I am forgetting other items he took pictures of. During this procedure I stood by and watched what was going on. He then left and walked in the service writers’ office.

I watched him laugh with the service writer and then watched as two of the service writers look at each others phones as I stood outside by the car. Fifteen minutes later a mechanic came by and looked at my car, opened the air filter box and talked to the Toyota representative.

As the mechanic opened the air filter box he broke one of the tabs and it fell to the ground. Several minutes went by and the Toyota representative left and I waited outside by my car. After about 20 minutes I asked the service writer where the Toyota representative was, and I was informed he was talking to Toyota headquarters. At this time I had to leave and go to work.

Three hours later I received a call that Toyota would not replace the air filter box. When I asked why, they said normal wear and tear caused the tabs to break and this was not covered by the extended warranty.

I explained to the service writer, I did not open the filter box. The car was always serviced at Toyota and I have all the records to prove this. My records show the car had at least seven or eight oil changes done by a Toyota representative. In addition I explained that your mechanic broke one of the tabs as he was examining my car. The service writer sounded like she really did not care.

Later on during the day I spoke to the service manager who said he would see what he could do. I faxed a letter to him and the owner of the dealership explaining my problem. I have not heard a word from Toyota as of the writing of this post.

It should be noted; I was very polite during the inspection by the Toyota representative. My car has always been serviced by Toyota and it is in excellent condition.

I am extremely surprised Toyota denied the repair. Normal wear and tear of a Toyota product should last longer than 7 or 8 openings of a latch and removing a lid to inspect a filter. In addition it was a Toyota service person who took out the filter to inspect it and replace it when needed.

I am still waiting to hear back from the Toyota.dealer. I have contacted them today and have not heard a word from the service manager.