July 24, 2009
Toyota Motor Sales USA
Mr. Yuki Funo, CEO Toyota North America
19001 So. Western Ave., Dept. WC11
Torrance, California 90509
Toyota Motor Sales USA
Mr. Jim Lentz, President & CEO
19001 So. Western Ave., Dept. WC11
Torrance, California 90509
Toyota Financial Services
Mr. George Borste, President & CEO
19851 So. Western Avenue
Torrance, California 90509
Account Number: xx-xxxx-xxxxx
Issues with Toyota: Defective Struts/Shocks of Toyota Camry
My name is Fred Nance Jr. My wife, Darlene Bouyer-Nance, leased a 2008 Toyota Camry from Orland Park Toyota in Illinois. This is Darlene’s 2nd or 3rd lease vehicle from Orland Park Toyota. I, Fred Nance Jr., am writing this letter for my wife.
On Wednesday, July 22, 2009, Darlene went to price tires for her 2008 Camry. Darlene has had to put air in her front driver’s side tire for about a month. She called Toyota’s Customer Care department to see if her tires were under warranty. The response was they would only replace them if the thread depth was 2/32 and under. The Customer Care representative told her to go to Firestone Tire shop in Lansing, Illinois to get her tires examined. She was told by Firestone that her driver’s front tire was at 2/32, the passenger front tire was at an illegal count and her two back tires were at 3/32. She then called back to Toyota Customer Care and was told getting new tires was her responsibility. The reference number for this call is #0907129466. Darlene received mixed messages from Customer Care Toyota. This is a common practice of Toyota.
Later that day Darlene took her car to Orland Park Toyota and spoke with Hector about the situation. Hector is the Manager of Sales and person who finalized her leased purchased. Hector checked the tires and told her they were in bad shape. Out of frustration, Darlene wanted to see if she could turn in her lease and buy a new car. Hector stated he could put her in a Toyota Corolla for the same car note with a $1500.00 down payment. This is ridiculous and absurd with the market they way it is today. Darlene left Orland Park Toyota and bought two tires for the front of her car. A few hours later the driver’s front left tire was flat again. Darlene should be reimbursed for these tires.
Because it was late on Wednesday, Darlene went and got her tire replaced and had the mechanic look for problems on Thursday, July 23, 2009. The mechanic stated her shocks were bad and the pressure from the shocks was causing her tire to lose air. Darlene returned to Orland Toyota. She spoke with Hector again, informing him of the problems with her car. Hector stated with the mileage on the vehicle this problem should not arise.
Darlene was directed to the Orland Park Toyota service department. She explained the findings. An Orland Park Toyota service representative named Todd Shaw took her car in for a check and found the struts and shocks leaking and possibly blown. The Orland Park Toyota service Customer Number is 346200 and the Invoice Number is TOCS167919. This invoice reports: “Shocks/Struts…Struts and Shocks are leaking possibly blown out left front strut has a lot of seepage the other three struts have are wet inseal area customer to come back to have Harry Kohl make decision on struts….”
The Orland Park Toyota service person, Todd Shaw, had previously told her that Corporate Toyota sent a letter warning the dealers to be on the lookout for such problem. This is a defect in the 2008 Toyota Camry. My wife’s car should be replaced. My wife should be able to lease another 2008 Toyota Camry or purchase another Toyota Camry at a reasonable price and car note that is not the same as the car note she presently has with Toyota because of the current automobile market.
The Orland Park Toyota service person, Todd Shaw, told her she had to wait until his supervisor came back to work on Monday, July 27, 2009, before she could get her car repaired. Darlene asked him to keep her car and issue a loaner until the problem is fixed. Orland Park Toyota refused and said they did not have a loaner. Darlene was told that she would have to drive her car until Monday, and that the tires are not going to fall off. What an absurd answer. Todd Shaw also stated he took pictures of her car and would show the pictures to his supervisor on Monday to see if her parts were under warranty.
On Thursday, July 23, 2009, Darlene called Customer Care Toyota speaking to Melissa at Toyota’s corporate office at approximately 4:00 p.m. Darlene informed Melissa of her dilemma. Melissa informed Darlene that she would forward her issue to a case manager. Melissa informed Darlene that they would contact her in one business day. Melissa gave Darlene a reference number for the call she had with her, which is #0907732193. Melissa also gave her another number for customer care, which is 1-800-331-4331.
Why has Toyota delayed informing the public of the Strut/Shock defect in its 2008 Toyota Camry? What is Toyota going to do about my wife’s situation? It seems you cannot trust Toyota to comply with its warranties.
Fred Nance Jr.
Darlene Bouyer-Nance
This letter was faxed to the people above at 310-468-7814
cc: http://clickforjusticeandequality.blogspot.com/
