Unfortunate XMAS Present from Toyota: Refusal to cover warrantied propulsion battery

I was wondering if anyone on this thread can help direct me to getting some help from Toyota. I am having an experience with my Prius that I purchased used. The details are in the letter I copied below that I sent to the CEO and copied the GM of the dealership that I am dealing with. So far the 800 number has not been helpful. After promises of 24 hour return call, they called me back 4 days later to tell me they would look at my case and then get back to me. Which then after 3 days they got back to me to tell me that they would stand behind what their regional distribution manager has original said.
Hoping some one has had some success with getting some communication from Toyota Motor Company that is more than just "that is our policy" or "no assistance".

December 29, 2013

Toyota Motor North America, Inc.
attn: Mr. James E. Lentz, President and Chief Operating Officer
19001 South Western Avenue
Torrance, CA 90501


Subj: 2006 Prius, VIN JTDKB20U963135096
—Propulsion Battery Warranty Failure; battery replacement not covered
—ZTV Campaign (Combination Meter Warranty Extension) dealer problems

via: FedEx Tracking No.

Dear Mr. Lentz,

I am writing to make you aware of an unfortunate experience with my 2006 Prius, and a long string of communication problems that have followed. My Prius has ~62,000 miles, and a warranty start date of Dec 21st, 2005.

On Dec 12th I left for a trip from the Miami Airport, leaving my Prius parked in the airport parking garage. Upon my late return on Dec 23rd my Prius greeted me with 4 large warning lights. As suggested by the owner's manual, the car was drivable, but obviously in need of service. I called a friend that's a mechanic who told me to bring him the car the following morning as “it was probably the 12-volt battery, a frequent source of trouble in the Prius.” (Mine has drained after sitting for long periods of time.)

The next morning (Dec 24th) he replaced the 12-volt battery and all the lights went out. Unfortunately, after 30 minutes of driving, the warning lights returned. I called my nearest Toyota dealer (Deerfield Beach Toyota) and “Jesse,” the Prius Service Adviser told me that since it was Christmas Eve they were about to leave for the day and there was nothing they could do for me until Dec 26th. I asked him about the warranty on the hybrid battery (which I suspected might be going bad because of the warning lights) and he told me that it is “10 years from the warranty start date.”

I returned to my friend and he checked the OBD-II codes for me—the 4th and 5th clusters of the main battery were not working. I called Jesse back and explained this to him and he again advised that “the warranty was good for 10-years and that I could bring it in after Christmas.”

As promised, I brought the car in on December 26th. After waiting for 2 hours I approached Jesse and he reported that, most likely, the hybrid battery would need to be replaced but he would let me know. I waited another hour. He then advised me that, “No, actually the warranty was only 8 years and that my warranty had just expired.” When I asked him about his statement that it was 10 years he said “I made a mistake.” I explained had I known I would have brought the car in on Christmas eve. I then explained that the battery was actually under warranty when it failed as my Prius had been parked at the airport parking lot during that time. Thus, the propulsion battery was within the warranty time frame and clearly well under the mileage limit.

After much discussion he finally called his service manager who simply said that it “was out of his control and he would have to contact his regional rep for the Southeast Region.”

As a side note I also requested the ZTV campaign be accomplished to address some intermittent display problems. While I believe both warranties include a loaner vehicle, I know the ZTV campaign letter specifically states that one will be provided. They did not wish to honor that request either.

When I got home I called your 800.331.4331 number for Customer Support. The initial person with whom I spoke (Janae) advised me to allow the dealership to escalate the situation and if they did not reply favorably to call her back. That process would determine if there was warranty coverage and 800 number “was for out-of-warranty help.” After several calls and messages, I still had not heard back from Jesse to clarify the ZTV campaign for him.

On the fourth call I connected with Jesse. He proceeded to tell me they had decided not to do the ZTV Combination Meter campaign. Thus, since I was only having the propulsion battery replaced, a loaner vehicle would not be provided. I insisted the campaign be done as the letter clearly says it needs to be done for my car, even if it has intermittent symptoms, and that the letter also clearly states that a loaner vehicle is included. He said he would have his manager call me. When his manager (Sean) called he stated, “Ok. We will do the campaign but I am only covering a rental for 3 days maximum.” When I started to read the letter from Toyota clearly stating that a loaner is provided for the length of time it takes for the combination meter to be replaced, he abruptly interrupted and said, “We will have it done by three days and that is all I will be reimbursed.”

(The days would have been yesterday, Saturday. No on has called me to advise of my car's status, despite promises to get back to me on Friday, and leaving messages on Saturday; I can only presume the combination meter replacement is not yet completed.)

Sean also told me that he had heard back from his rep and that the email back simply stated “no assistance.” When I asked what that meant he said, “They are declining to cover anything under warranty.” When I asked why he said he had nothing else from his representative, but he suspected it was because the car was purchased used and I had not been “investing” in the dealership. Last time I checked, Toyota's warranty coverage goes with the car, not the owner.

When I called your 800.331.4331 number back to advise on my lack of progress, the second person with whom I spoke, Janae (but not the same one), told me that now that I had escalated it through the dealership there was nothing they could do. I explained what the first person had said about trying that route first and then coming back to the national office, her reply was, “Oh, she was wrong.”

I called the Deerfield Beach Toyota and asked Sean why they didn’t explain to me that once they escalated the problem then there was no further recourse. He replied that “We have seen Toyota Motor Sales step in many times when something is turned down by the regional rep.”

I then called your 800 number back. This time they explained that they could escalate it to a supervisor but they stand behind their regional reps when they make a decision. They later advised that they would be back in touch with me by 6:00 p.m., California time, on Friday, which is their policy of a 24 hour return call.

I called again on Saturday to advise that no one had called back. Today is Sunday. No one bothered to call back today either.

Obviously, I need my Prius to work. At 62k miles, and assuming it regains its legendary Toyota reliability, it has many years of life to go. While I would have much preferred to handle this at the lowest levels, there appears to be remarkable communication gaps and/or confusion at both the dealership and HQ levels. Hence, my urgent request for your assistance.

May I please ask you to contact Deerfield Beach Toyota and ask them to do the following for my Prius:

1. Replace the main propulsion battery under warranty and at no cost (since it failed while under the warranty time and mileage limits).
2. Replace the Combination Meter under the ZTV Campaign, as requested.
3. Provide a loaner vehicle, as stated in the ZTV Campaign letter.

Please see the enclosed supporting documents if you have any questions.

Thank you for your efforts on my behalf.

Sincerely,


cc: Mr. Brian Palmer, General Manager, Deerfield Beach Toyota


encl: Dated Parking Receipt, Miami Airport Parking; ZTV Campaign Letter

 

Car is registered in Florida. As of today my car is still with the dealership who apparently is working on the combo meter. The battery needs to be replaced. I did hear back from Toyota motor company 800 number that was most unhelpful. The letter did arrive at the CEO's office as I sent it with a tracking number. I have started to post this letter on other social media in hopes that they will acknowledge it and do the right thing. I really can't afford the cost of the battery. I am a student with no income. I bought the car for the gas mileage savings. I am going to pursue letting others know. I still have hope that they will make some arrangement. I had BMWs and Cadillacs before and they were amazing when things were out of their normal policy. Please all of your input is very much appreciated and any help circulating this story would be very helpful. Xo

 

Bisco can you tell me more about the thread so I can find it. I searched and many things came up. Seems that there is a bigger problem than I realized with the hybrid batteries....thank you

 

Still in this conversation.. the dealer did own up to doing the combination meter recall and has paid for a rental car. I am still waiting to get through to TMC.. I am now going to contact the media

 

Finally did get some communication with Toyota Motor Company. They are offering 50% of the price of the battery... I have asked how they feel this is justified. They are going to get back to me ...based on the circumstances I am wondering what others on here feel...

Thanks.