Local dealer not honoring warranty on lifted 5th gen TE- Need advice

[mook21]

I have a 2012 TE with a Toytec 2" lift (springs front & rear, spacer front, Blistein shocks front) and Firestone Destination 285 size tires. My Runner was acting funny, not shifting out of 4H unless I turn left or stop (sometimes requires reverse) and pulling to the left in 4H when driving (no noticable changes in 4L), so I took to my local dealer to check out. I received a call from the service manager telling me that they feel that the problem is caused by the lift and, by the way, that my warranty is void because of the lift. I asked for details on how the lift caused the problem and he had none. He could not tell me what the problem was either. I pushed explaining that a lift alone could not cause it to behave in this manner and he said he did not know but would have the master tech call me later. The master tech called and asked some questions and said that the lift alone would not cause the problem, but that he was completely lost on what the issue may be. I told him that the alignment had just been confirmed and that nothinig other than this lift had been done. I have done some pretty heavy offroad driving, but it IS a Trail Edition. He was wondering if it had taken any hits on the wheels, which it had not. Here's the advice I am seeking, once they figure out the problem and fix it, how do I best approach the service manager if he again says that this is not covered under warranty? I have the 100k / 6 year extended warranty and am at 39k miles. I have searched the posts and read through the Magnuson-Moss Act posts and also read opinions from both sides. I am looking for advice from others who have ryun into this issue and successfully (or unsuccessfully) pushed back against the dealership. What are the next steps of who to ask to speak to for the best results?

 

[blizz86]

I have a 2012 TE with a Toytec 2" lift (springs front & rear, spacer front, Blistein shocks front) and Firestone Destination 285 size tires. My Runner was acting funny, not shifting out of 4H unless I turn left or stop (sometimes requires reverse) and pulling to the left in 4H when driving (no noticable changes in 4L), so I took to my local dealer to check out. I received a call from the service manager telling me that they feel that the problem is caused by the lift and, by the way, that my warranty is void because of the lift. I asked for details on how the lift caused the problem and he had none. He could not tell me what the problem was either. I pushed explaining that a lift alone could not cause it to behave in this manner and he said he did not know but would have the master tech call me later. The master tech called and asked some questions and said that the lift alone would not cause the problem, but that he was completely lost on what the issue may be. I told him that the alignment had just been confirmed and that nothinig other than this lift had been done. I have done some pretty heavy offroad driving, but it IS a Trail Edition. He was wondering if it had taken any hits on the wheels, which it had not. Here's the advice I am seeking, once they figure out the problem and fix it, how do I best approach the service manager if he again says that this is not covered under warranty? I have the 100k / 6 year extended warranty and am at 39k miles. I have searched the posts and read through the Magnuson-Moss Act posts and also read opinions from both sides. I am looking for advice from others who have ryun into this issue and successfully (or unsuccessfully) pushed back against the dealership. What are the next steps of who to ask to speak to for the best results?

I would think your best bet is to contact any manager that you may have had previous communications, if you don't know anyone they would have to show you proof that your lift is causing an error *which it isnt* in order to void your warranty.

If that dealership is continuing to give you problems, try a new one. Doesn't hurt to give corporate a call either.

 

[1engineer]

Just stop right now and take it to another dealer. The dealer is not Toyota. If they don't want to work on it for any reason then it's probably good that they don't. The lift could just be an excuse that they don't have time or the expertise to fix something like this. Take it somewhere else.

..."I have done some pretty heavy offroad driving, but it IS a Trail Edition"...
Don't take this the wrong way but just because it's a Trail Edition does not make it indestructible or impervious to damage. Stupidity trumps engineering every time. Good Luck!

 

[Stifler]

find another dealer and have a copy of mag moss in hand.... if they give you a hard time ask them to show how the lift directly is causing the issue.... call toyota directly and tell them the dealer is refusing warranty work... in other words stir the pot

 

[southman_70]

find another dealer and have a copy of mag moss in hand.... if they give you a hard time ask them to show how the lift directly is causing the issue.... call toyota directly and tell them the dealer is refusing warranty work... in other words stir the pot

I agree take it to another Toyota dealer and call Toyota. I had an issue with a Ford dealer and I called Ford directly and in no time problem solved with follow ups. I won't mention anything about heavy off roading because it just gives them an excuse. And put a bad review on the dealership service department online.

 

[cbielat]

I have a 2012 TE with a Toytec 2" lift (springs front & rear, spacer front, Blistein shocks front) and Firestone Destination 285 size tires. My Runner was acting funny, not shifting out of 4H unless I turn left or stop (sometimes requires reverse) and pulling to the left in 4H when driving (no noticable changes in 4L), so I took to my local dealer to check out. I received a call from the service manager telling me that they feel that the problem is caused by the lift and, by the way, that my warranty is void because of the lift. I asked for details on how the lift caused the problem and he had none. He could not tell me what the problem was either. I pushed explaining that a lift alone could not cause it to behave in this manner and he said he did not know but would have the master tech call me later. The master tech called and asked some questions and said that the lift alone would not cause the problem, but that he was completely lost on what the issue may be. I told him that the alignment had just been confirmed and that nothinig other than this lift had been done. I have done some pretty heavy offroad driving, but it IS a Trail Edition. He was wondering if it had taken any hits on the wheels, which it had not. Here's the advice I am seeking, once they figure out the problem and fix it, how do I best approach the service manager if he again says that this is not covered under warranty? I have the 100k / 6 year extended warranty and am at 39k miles. I have searched the posts and read through the Magnuson-Moss Act posts and also read opinions from both sides. I am looking for advice from others who have ryun into this issue and successfully (or unsuccessfully) pushed back against the dealership. What are the next steps of who to ask to speak to for the best results?

I would agree on bringing it to another dealer. One of the car dealerships my Uncle owns is a Toyota. In the past, I talked to him about warranty issues on my truck after I had done everything I have to it so far(maybe should have asked before lol). He explained that having modifications shouldn't void any warranty unless there is actual proof that that certain modification is clearly hindering other components that have failed. Example: Say wheel bearing has gone bad-This could be due to the lift and they most likely will not warranty that. But if it's something not relating to the modifications, they should warranty it. Just an example. I don't think your lift is the problem with your transmission. Anyway, I hadn't been denied warranty while having any modifications while my truck was under warranty. Good luck.

 

[LandCruiser]

Call around in a 200 mile radius, throw your truck on a flatbed if you have to.

Toyota WILL honor warranty claims on modded trucks, assuming the mods are done right.

 

[NJSalsaRed]

having modifications shouldn't void any warranty unless there is actual proof that that certain modification is clearly hindering other components that have failed. Example: Say wheel bearing has gone bad-This could be due to the lift and they most likely will not warranty that. But if it's something not relating to the modifications, they should warranty it.

^^ Bingo! ^^

 

[ron in sc]

^^ Bingo! ^^

Double Bingo.

And I think the burden of proof is on the party seeking to deny warranty coverage to prove same.

 

[joneseyyy]

[MENTION=74912]mook21[/MENTION] , this is extremely simple for you. You live in Winchester, VA, which is only a little over an hour from Harrisonburg, VA. Go to Steven Toyota in Harrisonburg and speak to Ryan Sodikoff, the General Manager, or to Brennan, one of the Service Leads.

Steven Toyota has been a huge help to me in a couple of issues now, and my truck is way more modified than yours. I have had the power steering pump replaced under warranty with them as well as the whole front timing assembly on my motor (engine-out service). Give them a call and see what they can do for you.

Should go without saying, but I always find in these situations it is helpful to remember that basically any dealer can refuse to serve you (especially with a modified truck), so be mindful not to come across as a jerk or someone who is going to be a pain in the ass. It is to your benefit to act like a reasonable human being (I am not saying you won't or wouldn't, but some people barge into the dealer with a mentality that the dealer broke their car/truck).

 

[mook21]

You guys Rock!

Thanks for all of the input and advice. I never had to mention the warranty act or even get upset, just kept calm and talked logically with the master mechanic instead of the service manager about the problem. He spent a whole day trying to diagnose the problem and ended up bing my driver side front tire diameter is much larger than the passenger front! Same tires, and what looks like similar wear, but significant difference enough to cause it to pull. Good thing is they did not charge me for all of the time he spent diagnosing the problem. I am very happy it is not mechanical, but will not buy used tires again (set of 4 285's)… lesson learned!

 

[joneseyyy]

I'm glad you got it sorted!

 

[realyfishy]

Did you buy the defective used tires from the dealer? You modify your truck, put on used tires, then admittedly beat the shit out of it. Then you bad mouth the dealer & then tied up their master mechanic for the day. :frusty:

 

[BlackWorksInc]

Did you buy the defective used tires from the dealer? You modify your truck, put on used tires, then admittedly beat the shit out of it. Then you bad mouth the dealer & then tied up their master mechanic for the day. :frusty:

While I can sympathize with you a little bit, I can't really say the OP is at fault here.

The first Dealership obviously did not want to fix his truck, they were looking at ways to get him to pay out of pocket (so they can make the most profit and avoid dealing with Warranty) when obviously his issue could not have been affected by his modifications. Even admitting to off-roading in his Trail Edition Spec vehicle is borderline on the warranty argument as Toyota would basically be admitting that taking their vehicles off pavement, even TRD Off-road packages would void warranty, and obviously this would cause an issue.

While it sucks the MDT was stuck on his truck all day long, to be honest with you though, that's just the way the game is played sometimes. I've had a handful of oddball vehicles with problems that seemed to be far too complicated to be the stupidly simple thing they ended up being.

As a customer I think the OP did the right thing (he didn't sound like he was overly aggressive or rude, but did assert himself) and while his choice to buy used tires may not have been the best one, its not something that I wouldn't expect of many of my regular customers.

 

[eddiebx]

Thanks for all of the input and advice. I never had to mention the warranty act or even get upset, just kept calm and talked logically with the master mechanic instead of the service manager about the problem. He spent a whole day trying to diagnose the problem and ended up bing my driver side front tire diameter is much larger than the passenger front! Same tires, and what looks like similar wear, but significant difference enough to cause it to pull. Good thing is they did not charge me for all of the time he spent diagnosing the problem. I am very happy it is not mechanical, but will not buy used tires again (set of 4 285's)… lesson learned!

Glad you got it sorted out! It's very fortunately that you got what sounds like an extremely competent tech diagnosing the issue for you.

By any chance would you happen to know the difference in diameters and also the tread depth measurements from these two tires?

This could be pretty useful information for those of us wondering exactly how small of a spare tire would start to cause issues if put into service on a 4WD truck