Complaint 1559249

Complaint Summary

STRUCTURE:BODY

Owner Narrative

WE NEED HELP IN GETTING TOYOTA MOTORS, INC. TO HONOR THE WARRANTY PROGRAM COVERING PREMATURE EXCESSIVE RUST CORROSION OF CERTAIN TOYOTA MODEL FRAMES. IN MID-OCTOBER 2018 WE RECEIVED NOTIFICATION FROM TOYOTA MOTORS, INC., OF THE FOLLOWING: 'WARRANTY ENHANCEMENT NOTIFICATION ' ZH8 AND LIMITED SERVICE CAMPAIGN ' HOF.' THE ZH8 AND HOF WERE INSTITUTED AS A RESULT OF A DETERMINATION THAT THE FRAMES ON CERTAIN TOYOTA VEHICLES ARE PRONE TO 'EXCESSIVE, PREMATURE RUST CORROSION BECAUSE THE FRAMES WERE NOT PROPERLY PREPARED AND TREATED AGAINST RUST CORROSION WHEN THEY WERE MANUFACTURED.' EXCESSIVE RUST CORROSION ON MY SUV 'COMPROMISES THE VEHICLES' SAFETY, STABILITY, AND CRASH-WORTHINESS BECAUSE IMPORTANT SUSPENSION COMPONENTS, ENGINE MOUNTS, TRANSMISSION MOUNTS, AND BODY MOUNTS ANCHOR TO THE VEHICLES' FRAMES'. BY DRIVING MY HIGH END SUV, I WILL BE PUTTING MY FAMILY'S SAFETY AT RISK. ON 10/25/2018: WE TOOK OUR SUV TO JIM COLEMAN TOYOTA IN BETHESDA, MD FOR FRAME INSPECTION. THE ATTACHED WORK ORDER SHOWS: 'INSPECTED AND FOUND NO PERFORATION. ELIGIBLE FOR CRC SPRAY ' CUSTOMER WILL RETURN AT A LATER DATE FOR FRAME CRC APPLICATION.' IT WAS DURING THIS TIME I WAS TOLD THAT JIM COLEMAN ONLY HAD ONE PERSON PERFORMING THIS WORK. AND THAT WE HAD TWO YEARS FROM OCTOBER 2018 TO HAVE THE WORK PERFORMED BY TOYOTA AT NO CHARGE. ON MONDAY MARCH 10, 2019, WE LEFT OUR SUV WITH THE TOYOTA DEALER SO THAT THE HOF WORK COULD BE PERFORMED. WE RECEIVED A CALL FROM THE DEALER AT 5:05PM ON FRIDAY 03/15/2019 INFORMING US THAT (A) OUR SUV HAD NOT BEEN REPAIRED SINCE THE FRAME NEEDED TO BE REPLACED (B) THAT THERE ARE LARGE HOLES IN THE FRAME AND (C) NO WORK WOULD BE PERFORMED SINCE THE HOF HAD ENDED IN JANUARY 2019. WE PAID OVER $60,000.00 FOR OUR TOYOTA SUV NOT MANY YEARS AGO. WE LITERALLY RECEIVED A DIFFERENT ANSWER REGARDING THE CRC AND HOF EACH TIME WE CALLED TOYOTA CUSTOMER RELATIONS

Owner-submitted narrative on file with NHTSA. Complaint narratives are self-reported and have not been verified.