Anyone have experience dealing with Toyota when "investigating" a Warranty Enhancement Program claim

Discussion in 'Gen 2 Prius Main Forum' started by flippo, Jan 11, 2018.

  1. flippo

    flippo Junior Member

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    OK - I have a situation. The short story is that Toyota is "Investigating" whether they should cover a repair under Warranty Enhancement Program ZG1, which expired on December 31st. I'm not sure what I need to do other than wait - I don't know how long these investigations take, or what my odds are of success.

    The long story is:
    My '06 Prius had an ABS Actuator fail on December 27th, and this part is covered under Toyota's Warranty Enahncement Program ZG1 through December 31st. Great!

    But... The dealer couldn't verify the issue on December 27th because the 12V battery was low. They say the low battery was interfering with the codes they needed to get to validate the issue. So, they replaced the 12V and told me to call back if the symptoms (dashboard lights) came back.

    They came back... On December 31st... The last day of the program, and of course, the dealer is closed on New Year's Eve. I called the dealer, left a message, and on January 2nd, booked a service appointment for the 8th.

    The dealer was able to validate the codes - it is the ABS actuator, and the part would have been covered under the warranty program. They contacted Toyota to see if it could still be covered, and that request to cover it was declined. Toyota won't cover it.

    My service rep at the dealer told me to call Toyota and open an investigation, which I did. That was two days ago. How long do investigations take? What are my odds of success with this?

    -->Adam
     
  2. bisco

    bisco cookie crumbler

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    i can't answer your questions, but my own experience with toyota customer service is that you have to stay on top of them. i let it slide and never heard back, and ultimately lost interest in the whole issue, which is probably what they hope for. i would call every couple days if you don't hear anything.
     
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  3. flippo

    flippo Junior Member

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    Thanks - I'll call them today.

    -->Adam
     
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  4. Prodigyplace

    Prodigyplace Senior Member

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    Since you reported the symptoms (and it was hopefully documented by them) on the 27th, I think Toyota should grant the exception since the delay was due to a servicing issue and holidays.
     
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  5. zoo

    zoo New Member

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    I just had a similar issue. Same problem with the brake actuator under the Enhancement Program ZG1.

    Hit the problem in late October 2017. Dealer thought it was a sensor issue and basically just reset the warning lights. Got the car back, no warning lights. Next day, I had to go overseas for 2 months so car was not driven until I got back on 1/1/2018. After 5 minutes of driving, the same warning lights came back on.

    Took it to the dealership on 1/4/2018 and they said it was the brake actuator. The cost to fix is $2500. Once I saw the cost, I decided to google the issue. That's when I found out about the enhanced warranty program for the break actuator. Call the dealer back, they said,"Oh, we forgot to mention that since you were out of warranty." Really? Because you mis-diagnosed the problem in the first place when it could have been covered under warranty?

    They sent me to Toyota customer care and I put in a case. Just got a call back saying my claim was denied. The customer care guy that called me back said the repair has to be complete in 2017 for the cost to be processed under the enhanced warranty. Example: If the problem was found on 12/20/2017 but the repair work could not be completed until 1/1/2018, it would not be covered.

    Toyota customer care also said granting an exception to me would be a "shadow warranty" and would be against the law. Not sure I believe that.

    Let me know how it goes with your claim. I want to know if Toyota is actually serious about fixes having to be complete in 2017 or if they are just blowing smoke.

    At this point, I don't know who is more culpable - the dealer for misdiagnosing the issue in the first place and trying to weasel out of it or Toyota. I'm still trying to pursue this with the service department of the dealership.

    If anyone has another viewpoint, please share.
     
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  6. Prodigyplace

    Prodigyplace Senior Member

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    Toyota has granted discounts on HV battery replacements as documented here. Perhaps you could get a discounted repair instead of totallf free?
    I assume some discount is better than none.
     
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  7. flippo

    flippo Junior Member

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    Thanks, I hope for something, but a discount may not help. I contacted Steve at AutoBeYours (2 hrs away from me), and they'll put in a good used one for $720. For the dealer to be competitive, they'd have to cut the price by over half.

    This car has 155,000 miles on it, a good used actuator will probably last longer than the car, even if the defect will re-appear eventually....

    -->Adam
     
  8. flippo

    flippo Junior Member

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    Zoo, I'll be sure to let you know how it goes. Called them today, haven't got call back.

    I doubt it helps since you are in Atlanta, but I found a Prius Specialist Shop (autobeyours) in southern Indiana that has a very good reputation and will put in a used actuator for $720. It's a two hour drive from me, but for a $1500 savings, I might go for that... You may be able to find a local independent shop willing to do similar work.

    -->Adam

     
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  9. zoo

    zoo New Member

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    Thanks everyone for all your comments. I'm pursuing the issue with the Toyota, the dealer, and in the meantime see if there's any shops in my area that can put in a used actuator for a reasonable fee. Will post updates when something new happens.
     
  10. zoo

    zoo New Member

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    I got in contact with a shop that specializes in hybrid repair. Asked them if they can put in a used ABS control module for my Prius. They refused on the grounds that they did this in the past and half the time the used ABS control module did not work properly. In those cases, neither the customer or them were satisfied with the outcome. As a result, the shop would only install new ones, so the cost of repair is the same as the dealer.

    Personally, I'm leaning toward getting a new one installed to avoid the scenario of getting a used one and it not working properly.

    Still talking to the dealer and Toyota.
     
  11. pfb

    pfb Junior Member

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    Hi Flippo. You can try the Toyota Customer Experience line - 1-800-331-4331. They were nicer in declining me about the warranty work, but I do not have as much to stand on compared to your situation. I believe this line deals specifically with recalls and service campaigns. Just give the your existing case number.

    Glad you were able to find a used part. I opted for repair at the dealership since I didn't really have choice and did not know about ZG1 campaign when I OK'd it. It did strike me odd that they had the part in house already... but now it makes sense.

    Maybe if enough people call in, they may adjust the program.
     
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  12. bisco

    bisco cookie crumbler

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    anyone consider small claims?
     
  13. Prodigyplace

    Prodigyplace Senior Member

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    On what basis? I suspect Toyota considers a 10 year old car as past its designed lifespan.
     
  14. bisco

    bisco cookie crumbler

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    the dealers are stalling the warranty claim with false codes. i suspect they are in league with toyota to save money.
    if you went in with the code in december, and they misdiagnosed, then suddenly in january, it's the actuator?
    i don't think you need to be hit upside the head with a baseball bat to see what's going on.
     
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  15. Prodigyplace

    Prodigyplace Senior Member

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    There is somebody in another thread that just missed the deadline. I though they were in this thread.
    The ones stalled by the dealers could definitely have a claim against the dealer for delaying.
     
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  16. 05PreeUs

    05PreeUs Senior Member

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    If the vehicle never left the dealership, then it was tendered for repair during the coverage period... PERIOD. If you left with it and brought it back after coverage lapsed, then that's what happened and it would not be covered.
     
  17. zoo

    zoo New Member

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    The dealer was able to get me the following:

    They replaced the part for just the dealer cost ($1200) of the new brake actuator. Free labor.

    Still annoyed that Toyota would not honor the enhanced warranty. But I'm ok with the outcome.
     
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  18. bisco

    bisco cookie crumbler

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    congrats! agree that it could have been better, but that is a good price on a 12 year old car.
     
  19. flippo

    flippo Junior Member

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    Just following up.

    Toyota didn't cover the repair. They spent three weeks "investigating" the issue at "Regional" before they said no. They said there was no evidence the actuator was defective on December 27th when I took it in and the dealer said they couldn't be sure without replacing the 12V, that my call on December 31st to report the issue meant nothing, and that the issue obviously didn't happen until I took the car in on the 8th.

    I had a used brake actuator put in at AutoBeYours in Scottsburg, IN for $720. All is going well now.
     
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