Hi all,
I took my 2002 Sequoia to the dealership on Friday because there was a loud banging noise coming from the engine area. (My Sequoia has 3000 miles on it).
If relevant, I noticed the problem with the differntial when I tried to put the truck in 4X4 mode, (on a dirt road) a week ago. There was a loud grinding noise and the truck would not go into 4X4. The 4X4 finally engaged but made a horrible noise. When I got back onto pavement, I put the truck back into two wheel drive.
Friday, I was on pavement. When I put the truck in 4X4 mode, there was a loud bang and the truck "shuttered". When the banging got louder, I drove straight to the dealership.
I got a call today from the service department. They told me that the problem was the differential. They told me that they would not cover the claim under warranty because the truck had been abused. The advisor told me that the gas tank had a dent, the exhaust had a dent, and the running boards were dented and scratched. I tried to explain that I already knew about that damage and that occured 1.5 months ago. I backed over a rock when I was at the contruction site of my new home. Can they really deny a claim like this? Please help. The service manager is supposed to call me tomorrow and I do not know what to do.
I've never been in your situation, but I have used my Toyota trucks off road and have a number of undercarriage dents and dings and the dealership has never cared about them.
My understanding has always been that they must be able to show a cause and effect to deny the claim, and just because you have a couple of dents is in no way a legitimate reason to deny the warranty (unless of course they are massive dents then who knows). If you've followed the instructions for breaking the vehicle in and shifting it into and out of 4 wheel drive, and completed all you recommended maintenance, there should be no reason to have a problem.
It is a 4x4 vehicle, so what do they expect you to do with the thing? Run it through the mud and grass at the soccer fields on Saturday!? Without looking at it in detail (i.e., taking the transfer case apart and checking the internals for damage) there is no way they can tell it was a result of abuse.
I would fight them big time and if they still balk at fixing it, plan on
making LOTS of noise. I would keep calm, and keep a record of everything they say, and ask for a copy of any service records generated.
Take it one step at a time, but keep excalating the issue to the next higher level of Toyota customer service. You can call your regional representative and talk to them. If that doesn't meet with any success, you can then contact the Toyota customer service hotline (I believe it's listed somewhere in your owners manual) and file a complaint.
I am not a 4 wheeler, but I agree with the "show cause" statement. It seems logical that they would have to show damage to the differential or attached linkage. It is possible for anyone to run over something.
They may be balking just to see if you will roll over.
(Also....I'm sure it is not possible ....but it is feasible for some unscrupulus person to charge for a repair and get a warranty claim for it????? You might want to take it to a couple of dealers.)
Don't delay. Get on the telephone and start calling Toyota. Find out who makes the decisions on warranty work. Keep calling up the ladder, both at Toyota Motor Sales, U.S.A., Inc. in Torrance, California, and at the regional distributor--isn't that SouthEast Toyota, or some such thing?
Don't take "No" for an answer. Stay polite, businesslike, friendly, and keep at it until you get the answer you need. Take notes of each conversation. Get each person's name and title and check the spelling of their name with them. Record the date and time of each conversation.
Also work up the ladder with the dealership you were turned down at. Make an appointment and meet with the general manager of the dealership. Again, remain friendly, businesslike, and don't take "No" for an answer. Face to face is much better than on the telephone when you can arrange it.
Thank you everyone who replied to my post. I ended up taking my SEQ to another dealership and paying for the repair ($2000.00) . However, based upon your replies, I will call Toyota USA and begin escallating my complaints. THANKS AGAIN TO ALL OF YOU!!
Christopher....that just ridiculous!!! You only have 3000 miles on it and you're paying out $2000 for something that should have been done under warranty?? That's crazy!!! Even the second dealership gave you the same lame reason?? Don't stand for it. The kind of abuse that they are talking about can happen to anyone....what if you lived on a dirt or gravel road?? Don't stand for it man....that isn't cool!! The 4x4 problem you are referring to is also a problem in some Tundras....all the Tundras that I know of had that fixed under warranty. Escalate it!!! I hope you didn't already pay to have the problems fixed, if so, demand they give you your parts back.
BTW: The law that T's Toy is talking about is the Magnussen Moss Act I believe. That one basically goes for problems caused by aftermarket parts. The dealer must prove that the aftermaket part caused the damage.
Now I am REALLY ticked. It snowed pretty bad hear last week. I went out in my SEQ and ended up in some pretty bad ice/snow. 4 wheel drive high would not get me out, so I put the truck in low and shifted the column shifter into L. (Locked the center differential). My Seq lurched and chugged and eventually got out of the mess. THEN there was a gringing noise. JUST LIKE I HEARD the last time my 4 wheel drive went out. Now I only have 2 wheel drive again.
If you note, below, I just spent $2000 fixing my truck when the 4 wheel drive went out the last time. Then Toyota eventually sited "VEHICLE ABUSE" as the reason that I had to pay for the repair. (Not covered) My truck was scratched up and had several dents. I let this one go because I thought, "they might be right".
I suspect that a tooth is gone in the spider gear of the center differential. I noticed that Red indicated that there was a 4X4 problem found in Tundras that was covered by warantee.
RED or anyone else reading this. Do you know of a specifics related to SEQ or Tundra differential or 4 wheel drive problems??? I am very nervous about taking my truck to the dealer. I want to get my facts straight first.
I don't know the differences between the SEQ and Tundra 4WD. If you just paid all that money to get the 4wd fixed, it should be covered. Honestly, I can't believe they fed you the "abuse" BS in the first place. I have witnessed the 4Wd on 2 different Tundras go out while 4 wheeling and neither one of the guys had a problem getting it fixed under warranty. There should be no reason why you should have paid in the first place and there is no reason you should have to pay a second time. I would try a different dealer. Dents and scratches should be no reason for not warrantying your vehicle. Were you able to get any help when you called Toyota? You had 3000 miles at the time...how many miles do you have now? Even the second dealership fed you the same BS?
Personally I am very disappointed in the 4WD system of both the Seq and the Tundra. Sure it works good, but only when it's working. I haven't had a problem yet, but from what I've seen, I'm a little worried.
I am surprised to hear about these problems with the 4wd. I'm not sure what Toyota has changed over the years, but the 4wd systems in older Toyota pickups (like mine) and 4Runners are absolutely bullet proof and work very well unlike so many american 4x4 systems that I have seen that refuse to go into 4wd a lot. We haven't had any problems with the 4x4 in our Sequoia and we use it fairly often when surf fishing from spring - fall and in the snow in the winter.
Your fix should be warrantied for at least one year so there shouldn't be a problem getting it taken care of for free. Sounds like you really use your Sequoia, not that that is an excuse for it breaking, but I've heard so many similar stories of refusal to fix things because of so called "abuse". It's ridiculous, 4x4's are often marketed in offroad settings, and then when people actually take them offroad and break things, the warranty is refused due to "off road use".
__________________
Jeff
Me - 1989 Toyota Pickup SR5 V6 Xtra Cab 4x4 5-speed - SAS, flatbed, 37's, too much to list!
2003 Toyota 4Runner Sport 4x4 V8 - stock, for now
Parents - 2001 Toyota Sequoia SR5 4x4 - Limited fog light install, Sequoia all weather mats, stainless liscense plate frames
Help!! Problem with Dealership and Repair
....but it is feasible for some unscrupulus person to charge for a repair and get a warranty claim for it????? You might want to take it to a couple of dealers.)
Thanks!
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