1. Attachments are working again! Check out this thread for more details and to report any other bugs.

Dealership service extremely generous or did they goof?

Discussion in 'Gen 3 Prius Care, Maintenance & Troubleshooting' started by Lunnara, May 10, 2024.

  1. Lunnara

    Lunnara Junior Member

    Joined:
    Jan 18, 2014
    9
    3
    0
    Location:
    Texas
    Vehicle:
    2014 Prius Plug-in
    Model:
    N/A
    I always hear that dealerships are stealerships and you should never get your car serviced. With that said, we actually didn't encounter that at the Toyota dealership we went to but we're not sure if it's because they goofed up or were really nice.

    Took the car to get the dreaded head gasket replaced at a dealership because it was shaking, coolant leak, etc. We definitely knew that it was the head gasket and the tech confirmed it via a video recording diagnoses. They quoted us $4k+ and after calling around at some independent Toyota mechanics and much debating, we decided to approve it at the dealership. A couple days later, they called us and told us that piston rod #1 was bent and they recommended the engine to just be completely replaced with a used one that had 88k miles on it and the cost would be $9.6k. There was just no way we wanted to do that for a 2014 Toyota Prius with 200k+ miles on it when we could buy another used car instead for around that amount or just put that money into a new car. They had already spent time getting to the head gasket at the point they called us so they'd be charging us around $4k anyway for the labor. We were a little annoyed they hadn't caught the bent rod in the first place because that would've affected our estimate and thus our initial decision on whether or not to fix the car at all. We told them to just finish the head gasket job since we already were going to pay for most of the labor and give us back the car. The next day, they called us and said they didn't feel right giving us back the car in that condition and that they'd fix the bent piston rod at no extra cost. We went back over the video recording diagnoses and noticed that you could actually see that the piston rod was slightly off because the coolant had leaked onto it and it wasn't level on top of the rod. However, the tech had never mentioned that to us initially so maybe they tech goofed and overlooked it? Or were they just being really nice and we were really lucky? Has this ever happened to anyone else? We're not sure what to think about the dealership being so generous since we always hear bad things about them. What does everyone think?
     
  2. TMR-JWAP

    TMR-JWAP Senior Member

    Joined:
    Aug 12, 2016
    6,196
    5,894
    0
    Location:
    Columbia, SC
    Vehicle:
    2007 Prius
    Model:
    Touring
    A bent piston rod only occurs when enough fluid leaks into the combustion chamber that it prevents the piston from making full travel. Because of this, not all head gasket failures cause a rod to become bent, and usually, if the gasket failure is discovered early enough, there's no additional damage other than needing a new gasket.

    The majority of times, a bent connecting rod will not be found until the engine's head is removed and it is discovered during a deck height check, where one at a time, each piston is brought to its maximum height and is measured. If the rod is very bent, the difference in piston height may be visually noticeable. There are a handful of threads on this site where a owner DIYed a Gen 3 head gasket, never made these measurements and then found the engine ran like crap after the repair. Then another teardown would find the bent rod. There's also several threads where the owner found the bent rod after head removal due to noticing the height difference.

    Some engines, you can make this piston height measurement without pulling the head off, just by inserting the measuring tool through the sparkplug hole. I'm not sure this can easily be done on a Gen 3, but it's nice to do before a teardown.

    Some engines can have a new rod/piston installed after removing the head, even while the engine is still installed in the car, as long as you have sufficient access to remove the oil pan, etc, to get to the bottom of the connecting rod to remove the fasteners. Then you can push the rod and piston rod upward and out of the cylinder. After verifying the cylinder is ok, the new piston/rod is just inserted into the cylinder and fastened to the crankshaft. As long as it's a basic OEM engine assembly, an OEM replacement should be good enough for the engine balance to remain tolerable.

    You DO NOT want to put a new gasket on an engine with a bent rod and then try to actually use it. The engine will run like crap and that rod will likely try to take up residence on the outside of the engine block.

    The dealership was just trying to build some goodwill and also prevent their name from being dragged through the mud. If they agreed to just install a new gasket and give the car back to you, it would have been a crap job and resulted in an unhappy customer. They have no idea how you would react or if you would badmouth them, etc. They took the high road and probably installed a new piston/rod and ate the cost. For them, I'd be surprised if the part cost was more than $75, and a couple hours labor at the most, since the top of the engine was already torn down.
     
    #2 TMR-JWAP, May 10, 2024
    Last edited: May 10, 2024
    Lunnara likes this.
  3. bisco

    bisco cookie crumbler

    Joined:
    May 11, 2005
    108,701
    49,398
    0
    Location:
    boston
    Vehicle:
    2012 Prius Plug-in
    Model:
    Plug-in Base
    what was the final outcome? a new engine for 4k?
     
  4. Lunnara

    Lunnara Junior Member

    Joined:
    Jan 18, 2014
    9
    3
    0
    Location:
    Texas
    Vehicle:
    2014 Prius Plug-in
    Model:
    N/A
    No, they fixed the bent rod for free along with the head gasket replacement we paid for.
     
    bisco likes this.
  5. Lunnara

    Lunnara Junior Member

    Joined:
    Jan 18, 2014
    9
    3
    0
    Location:
    Texas
    Vehicle:
    2014 Prius Plug-in
    Model:
    N/A
    If it only cost $75 more and a couple more hours labor, I wonder why they didn't just offer that as an option instead of offering an additional 4k+ to install another used engine?
     
    #5 Lunnara, May 10, 2024
    Last edited: May 10, 2024