Dealership Lying, Not Honoring Warranty Claim

Discussion in 'Gen 2 Prius Care, Maintenance and Troubleshooting' started by Aaron, Dec 5, 2013.

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  1. Aaron

    Aaron Member

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    To make a long story short I found that the rear drum brake cylinder on my 2008 busted a seal and was leaking brake fluid. Not real bad, but needed fixed. All the brake warning lights came on the dash and I drove it to my local dealership to get fixed. I have the Platinum 100K warranty which lists brake cylinder. I have 98K miles currently, so I'm OK.

    I told them the specific problem and they confirmed over the phone that I was indeed correct. But what I didn't expect to hear was they were saying the brake cylinder was aftermarket which I know is a COMPLETE LIE and is IMPOSSIBLE. I purchased my 2008 Prius brand-new from this dealership and NEVER had any brake work done before. The lady over the phone said the mechanic told her it was aftermarket and wouldn't be covered under my warranty. I told her it was impossible due to the reasons I stated above and told her to find a new mechanic and I INSISTED it be covered under my warranty. She said she would get back to me tomorrow. I'm so angry right now I can barely type. I guess they think I'm an idiot.

    How do I call this woman out on what I know is either complete ignorance by the mechanic or an outright lie to steal my money? Is there a way I can PROVE to them by pointing out a serial number/part number on the brake cylinder? Anyone know the Toyota part number for the brake cylinder?

    Unless trolls sneaked into my garage and swapped-out my brake cylinders I'm pretty confident I can win this. Can warranty claims be done at dealerships other than the one I originally purchased the car from?
     
    #1 Aaron, Dec 5, 2013
  2. Patrick Wong

    Patrick Wong DIY Enthusiast

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    The following website shows Toyota part numbering:
    ToyoDIY.com

    Before you get too upset, I suggest you visit the dealer and speak with the tech. Ask how he determined the brake cylinder is not an original Toyota part and then compare with the correct part which the parts department may have in stock.
     
    #2 Patrick Wong, Dec 5, 2013
  3. Britprius

    Britprius Senior Member

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    It is my understanding that provided it is a genuine Toyota guarantee the work can be carried out at any Toyota dealership.
    I suggest getting in touch with Toyota customer services and let them deal with the dealer in question.

    John (Britprius)
     
    #3 Britprius, Dec 5, 2013
  4. Aaron

    Aaron Member

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    Would the Toyota part number be engraved on the cylinder?
     
    #4 Aaron, Dec 5, 2013
  5. Aaron

    Aaron Member

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    I now have a case number with Toyota Customer Service. Now sure how far that will get me, but it's a start.
     
    #5 Aaron, Dec 5, 2013
  6. Patrick Wong

    Patrick Wong DIY Enthusiast

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    I do not think so.
     
    #6 Patrick Wong, Dec 5, 2013
  7. Aaron

    Aaron Member

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    Just got done with a face to face meeting at the stealership. I asked them how they knew the cylinder was aftermarket and they said it did not have a part number engraved in it. I said the factory part wouldn't necessarily have the part number engraved in it. I then asked if they had the factory part in-stock and they said they did not. I then asked how do you know it's aftermarket if you have nothing to compare it to? She said the tech has 10 years experience and they would know and the service manager would take a look at it.

    I told her I filed a claim with Toyota Customer Service and I'll be back this afternoon to talk to the service manager.

    XT1080 ?
     
    #7 Aaron, Dec 6, 2013
  8. Aaron

    Aaron Member

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    Talked to the service manager and we walked over to my vehicle and he explained to me that there MUST have been parts replacement because everything looked so clean and there wasn't any rust. I was actually flattered and then thought to myself, "Is this how you judge whether or not a part is factory or aftermarket...by the way it looks?". I explained to him that I preformed the "Clean & Adjust Rear Brakes Service" at regular intervals.

    I noticed another customer's Gen II Prius just like mine up on the rack and I said, "Since you don't have the factory brake cylinder in-stock, how about you compare the one on my vehicle to the vehicle on the rack?". He agreed and a few minutes he came back apologizing and said he would take care of everything. He said he had never seen brake parts so clean and new looking on a vehicle that close to 100K miles. I just told him I really enjoy taking care of my car and left. Meeting face to face made a huge difference.
     
    #8 Aaron, Dec 6, 2013
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  9. Patrick Wong

    Patrick Wong DIY Enthusiast

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    Good thinking on your part. Unbelievable thinking on the part of the tech and service mgr. Nice to hear you ended up with a satisfactory outcome.
     
    #9 Patrick Wong, Dec 6, 2013
  10. Eclipse1701d

    Eclipse1701d Prius Enthusiast

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    That is the most ridiculous assumption I have ever heard. I would switch dealers if it was me...
     
    #10 Eclipse1701d, Dec 6, 2013
  11. Aaron

    Aaron Member

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    I'm going to even if it means driving further.

    XT1080 ?
     
    #11 Aaron, Dec 6, 2013
  12. Mike500

    Mike500 Senior Member

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    That why I HATE so called insurance policies sold as extended warranties.

    They have your money up front and immediately dives it up to the dealers and the insurance policy holder, which can be a subsidy of the manufacturer.

    I prefer to keep an emergency fund. That way, there is NO doubt what CASH will or will not pay for and what is covered.

    If I don't need the repair, I keep my cash. I win.

    Car insurance, homeowner's and health insurance is another matter. I have all three.
     
    #12 Mike500, Dec 6, 2013
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  13. The Electric Me

    The Electric Me Go Speed Go!

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    I think it was the trolls....
     
    #13 The Electric Me, Dec 6, 2013
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  14. Mike500

    Mike500 Senior Member

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    ...or the gremlins...
     
    #14 Mike500, Dec 6, 2013
  15. adamace1

    adamace1 Senior Member

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    What a dumb dealer. The warranty pays for the part, are they just trying to get you to pay cause they make more? I bet this practice would make at least 50% of customers not come back, including when they buy a new car. Why?
     
    #15 adamace1, Dec 6, 2013
  16. Aaron

    Aaron Member

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    Yeah, I was wondering myself. Doesn't Toyota reimburse the dealer for this warranty service? Parts and labor.

    XT1080 ?
     
    #16 Aaron, Dec 6, 2013
  17. 2015Prius2

    2015Prius2 Member

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    I imagine this is toyota's extended warranty? This is common with aftermarket extended warranties, their systems are not perfect and don't recognize some part numbers. Their reps deal with multiple manufacturers and are not proficient with all of them. Or the warranty company is just trying to get out of footing the bill.
     
    #17 2015Prius2, Dec 6, 2013
  18. ETC(SS)

    ETC(SS) The OTHER One Percenter.....

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    As much as I like to bag on dealers...and believe me, I think that they're MOSTLY crooks, a face-to-face meeting can solve many problems.
    Still...there are some valuable lessons that we can share with the other kids in the class.

    1. Dealers are mostly crooks. It's like TV preachers, or politicians.
    Yeah....theoretically there are one or two good ones....but mostly?
    They're crooks.
    2. Face-to-face meetings coupled with a little intell can ameliorate this. Think of it like anti-terrorism. You want to be a hard target, which makes them more apt to doink over the softer target next time. Think of it as a 'love thy neighbor' thing. ....uh....kinda.

    3. Warranties are similar to going to the casino. Yes....there are winners and everybody thinks that THEY are "just about breaking even" which is mostly not true.
    Like dealers....casinos are usually large, garishly appointed, and they usually sit atop expensive commercial real estate. That doesn't happen when everybody "just about breaks even."

    4. You do NOT have to get warranty work done at the dealer that you buy the car from, and you do NOT have to buy the car at the nearest dealer. Also....you DO NOT have to buy the "real OEM" warranty from the dealer, and you DO NOT have to buy the warranty when you buy the car.
    Usually?
    You over pay for the warranty, and then you pay interest on top of it.

    5. $1500 in a savings account is a heck of a lot more useful than a warranty that is written like the ACA. Somebody elsewhere in this forum has a signature that says something like: "Toyota: the only warranty I need"
    YMMV :)

    I'm glad it worked out for you!!!
    WELL DONE~!! :)


    ....Class Dismissed!
     
    #18 ETC(SS), Dec 6, 2013
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  19. Aaron

    Aaron Member

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    Well said. I paid $800 for the extended warranty back in 2008. Mostly because of the hybrid components.

    XT1080 ?
     
    #19 Aaron, Dec 7, 2013
  20. engerysaver

    engerysaver Real Senior Member

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    It pays to never give up; even on looks !!:LOL:
    I agree with ETC(SS) said(y) .
    Glad everything worked out:) .
     
    #20 engerysaver, Dec 7, 2013
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