The following letter was emailed to the General Manager, Matthew Larabee, 407-472-5210, email@example.com: "On 3/20/2017 my vehicle was towed to the dealership. The Sales Associate reported that the Tech found the issue relating to bad gas. He confirmed this b/c the only way the vehicle would start was to bypass the gas tank, $500 to repair, flushing and cleaning the fuel tank and to replace the spark plugs. For the general maintenance of the vehicle, the Tech also recommended that the belts and battery be replaced, costing $800 altogether. I was told that the vehicle would be ready w/in three hours. Based on the professional diagnostic performed by Toyota, I accepted the cost for this items. The SA gave me a 10-minute warning that my vehicle would be finished, but 45-minutes later, the Tech asked me to follow him to the vehicle. The Tech proceeded to re-explain that the bad gas was removed and that the spark plugs were replaced, along w/ new belts and a battery was also installed. He continued to say that after all this work was completed he noticed that engine was running hot. Furthermore, he said that there had to have been no coolant in the vehicle for a while, causing the engine to swell from the heat and bad coolant to be distributed throughout the engine, deeming it unfixable and recommending a new engine, all together cost ranging between $2,000 and $5,000. I inquired about a rental vehicle to the SA and asked to collect my personal belongings out of the vehicle. He responded w/ a question: “When will you be paying the $800 for the work already completed?” At this point, I walked away from the SA, very upset and trying to understand the reasoning and justification to pay $800 for services that were diagnosed for minor issues when the major damage was discovered by the Tech after the fact. Why were the major engine damages not diagnosed prior to repairing the minor issues? Furthermore, why would the burden of paying for the minor repairs fall on the consumer, after this error was made by your Toyota employees? If I would have known that Toyota was going to claim the engine unsalvageable, I would have not agreed to proceed w/ the minor repairs. The burden of Toyota’s poorly structured maintenance check, and judgement of the Techs should not fall on the consumer. On 3/21/2017, the bill was paid in full and yet the car was not running and was towed out of the dealership. In summary, the Toyota Tech failed to timely informed me of the significant issues w/ my vehicle’s engine prior to proceeding w/ the minor issues. The Toyota Tech neglected to properly inspect the overall engine performance first, which would have determined the major engine issues. I would have never agreed to pay for the minor repairs if I would have known the engine was damaged and needed replacement."
**Again, this letter was emailed to the GM of the dealership and since then I (along w/ a mechanically inclined family friend) have had several conversations w/ the GM and the Service Manager (Steve Varela, 407-472-5251). Although the SM agrees that the engine's compression should have been one of the 1st things checked (which would have indicated that engine was damaged) no steps have been taken to rectify the mistake. When I followed-up w/ the GM, he repeatedly claimed that he "knows nothing about vehicles" and explains that Toyota has a system in place and hires professionals and just as a doctor may misdiagnose their patients, the patient is still required to pay for the services. This may be true w/ medication, but a doctor wouldn't cut into someone not knowing what is going on, that's negligence and they would be sued for malpractice. I don’t mind to pay the $80 for the diagnostic cost, but I refuse to sit by and allow Toyota to make the consumer pay for their mistakes. The GM has refused to compromise or meet me half way. The only thing he has agreed w/ me on is that his dealership and employees are not 100% perfect.