Dealer damaged my 4Runner while in for service. Anyone relate?

[SCrunner24]

Hey all,

Hoping some of you may be able to share your experiences if this has happened to you.

I had my 2010 Runner in for routine service and the techs failed to properly tighten the lugs on my left rear wheel. They proceeded to take it for a test drive where the wheel collapsed ruining the wheel, tire, brakes, rotors, axle and other parts. It's been in their possession for 10 days now and after many versions of telling me what was or wasn't damaged, they claim it is ready to go.

My concern: These guys didn't perform a simple tire rotation and they are now rebuilding the rear drivetrain...not too confident in that. They mentioned they may extend my warranty but that doesn't help much if something bad happens. Additionally, I brought in a car in excellent condition and now own a damaged truck. If I sell the car I would have to disclose this to the buyer and car just does't have the same value now. It was literally brand new.

Trying to figure out what I can do within my rights to make the dealer assume responsibility (buy the car for full KBB value), trade on a new one etc... I don't like the fact that at best, I may be forced into buying a new Toyota minus the trade value. I don't want to take back a car I didn't have anything to do with damaging.

Anyone been through the same situation? Thanks for any insight!

 

[ToyoTech]

If it was just for a typical oil change/rotation. You can thank a minimum wage lube tech that did it. The repairs would go to someone higher that knows what they are doing. It's not hard to look under to see what has been replaced and it isn't like the frame is damaged. Most the parts you mention are all bolt on parts. I don't seeing much issues down the road or selling. It's all new parts so you can look at it as you got a new rear end instead. Seem like they did everything and than some to help correct their mistakes.

 

[slapdappy]

Your age? I ask because i have become much more effective at resolving these issues as I have aged and been through them.
1) make them document what happened. An invoice stating the facts as you explained them.
2) sign nothing you do not read in its entirety.
3) immediately take it to the most honest and competent mechanic you can find and have him give it a thorough going over. Have him disassemble things as he sees fit. The dealer should pay for this. Should be about 2 hours and $200
4) ask this mechanic what collateral damage could occur and may not manifest for several months.
5) ask the dealer, and other dealers, how this affects the trade in value.
Damage properly repaired is a non issue. Damage not properly and fully repaired will be an issue forever and can cause collateral damage.
This was not intentional but this does not relieve them of responsibility.
Know any lawyers? Seriously. Talk to a couple of lawyers so you know what your rights and dealers liability is.

 

[VolcanoT4R]

Hey all,

Hoping some of you may be able to share your experiences if this has happened to you.

I had my 2010 Runner in for routine service and the techs failed to properly tighten the lugs on my left rear wheel. They proceeded to take it for a test drive where the wheel collapsed ruining the wheel, tire, brakes, rotors, axle and other parts. It's been in their possession for 10 days now and after many versions of telling me what was or wasn't damaged, they claim it is ready to go.

My concern: These guys didn't perform a simple tire rotation and they are now rebuilding the rear drivetrain...not too confident in that. They mentioned they may extend my warranty but that doesn't help much if something bad happens. Additionally, I brought in a car in excellent condition and now own a damaged truck. If I sell the car I would have to disclose this to the buyer and car just does't have the same value now. It was literally brand new.

Trying to figure out what I can do within my rights to make the dealer assume responsibility (buy the car for full KBB value), trade on a new one etc... I don't like the fact that at best, I may be forced into buying a new Toyota minus the trade value. I don't want to take back a car I didn't have anything to do with damaging.

Anyone been through the same situation? Thanks for any insight!

Before I did anything, the first phone call I would make would be to a lawyer to make sure you know your legal rights in this situation. Would really suck if you signed off that everything was okay only to find out something wasn't fixed and they want to charge you $$$ to get it repaired. Just my 0.02.

 

[Nervo19]

I agree with contacting a lawyer. The dealership has insurance for errors they make. I would make sure they replace TWO tires since you say they ruined one. You should have matching tires on the same axle. I always buy sets of four and having tow out of sync with the others would bug the heck out of me. Why would a routine oil change and tire rotation require a test drive anyway?

 

[Jeremy556]

That's not really that serious of damage, I highly doubt the axle was hurt, or even that the caliper needed to be replaced. I hope they gave you a loaner for the 10 days.

Why would you be forced to buy a new one? This didn't go as a claim to your insurance, so I don't think it would show up on a carfax report. It's not like major body damage or a bent frame or anything, it's a ground down rotor that was replaced, along with some wheel studs, maybe a new wheel.

 

[slapdappy]

Just occurred to me there are some threads describing lower ball joint failure on 3rd gens and the damage this failure caused while underway. Perhaps reading these will give you some idea of what might be damaged apart from what the dealer's diagnosis is. Do you know where this happened and how fast it was going? 5-10 mph in the parking lot is different than 35 on a sidestreet or 55 on the highway.
I'm all about the truth of the matter in cases like this as opposed to the emotional matters of anger frustration disappointment blame etc. I try to focus on the practical issue of what is broken and how to properly repair it.
Perhaps this dealer is being transparent, but it behooves you to gather all of the facts and see what they reveal. People are imperfect. It is possible that they may miss somthing simply because they did not consider it or discover it as opposed to being devious. You are most vested in the outcome so you need to have the most accurate and complete picture of the process and expected outcome. You need to be clear about your expectations.
Documentaing this is a practical way to assure there are no midunderstandings about who is responsible for what over a given time period and what the remedy for any failure will be. It protects each party's interests. It clarifies whether or not you are literally 'on the same page.'

 

[toyo]

I can relate for sure. I had a 3 month old BMW M3 convertible that had a creak in the top they couldn't correct. They ended up replacing the entire top assembly. As they were lowering the new top in it slipped and put some nice deep scratches in the rear fender. I was just about in tears! The GM of the dealer contacted me from the start to let me know what had happened and what they were going to do. I advised them that if I could tell that it had been repaired they will be buying it back. They repaired it and low and behold it was perfect. I even took it to some very high end paint professionals and they could not find where it had been repaired.
The dealer paid 6 months of my payments and for the remainder of the time I owned the car I had free pickings to whatever I wanted to drive as a loaner whenever I needed to bring it in for repairs.

After being in the automotive/dealer industry for 30 years I know that accidents can happen. Even to the most trained and careful technician.

Why would you need to disclose this damage when you go to sell it? is this a CA law? Make sure they align the vehicle after everything is complete. If they replace every part that is affected with new parts you should be fine.

Here is a pic of my M3. It sure was a fun car to drive!

 

[RAWTAZ]

The Dealer has Errors and Omissions Liability Insurance. I would speak to a Lawyer, but do not play that card with the Dealer. Do not threaten the Dealer about a lawyer, they will stop working with you.

Making a claim on their liability policy would be a very simple process and you could manage that on your own.

I would request that they purchase at their cost a extended warranty on the vehicle from Toyota for 50K or 75K miles.

From the sounds of it all of the parts that they replaced or that where damaged outside of the rear brake pads and the wheel would be covered under the extended warranty.

It would be in the best interest of the Dealer to pay for the Extended Warranty then to make a claim on the Liability insurance.

Unless there was a police report filed for some sort of accident or property damage associated with the incident, I am not sure how this would affect the selling of the vehicle.

The extended warranty is transferrable and you will win, win when you sell it.

I know it sucks but I had a bike get dropped off of a lift at a dealer and they replaced the parts with new, after the initial stage of being pissed off it was never an issue.

TAZ