The Toyota Highlander 2016 that I purchased from the Heritage Toyota Catonsville, Maryland was making a noise after starting it. I looked under the hood, it seemed like Water Pump was shaking and hoses were rattling. On December 08, 2018 at 12:30 PM, I took the vehicle to Heritage Toyota dealer for 45,000 factory recommended checkup. I have taken the vehicle for all oil changes and factory recommended maintenances to this dealer since I purchased the vehicle.
The service Advisor after checking me in said it was $89 plus taxes but I showed him a different price that dealership has advertised on its website. He said sorry it was a mistake on his part and gave me the website price. I waited inside dealership during service, at the end of service Advisor showed me what was performed and asked me to pay for services. He said everything is perfect, you are good to go.
That statement surprised me, I am not a mechanic, but I could hear the noise from engine and could see the water pump shaking. I told advisor about it and he said you should have told us that in advance. I replied, then why I come to you for maintenance and pay for inspection if I diagnose the issue and tell you what is wrong. The maintenance report was inaccurate and misleading, it said all hoses were checked and they are good to go. I asked him to let me speak to a mechanic who performed those tasks mentioned in report.
The advisor first argued and said it was my fault that I didn’t tell them about noise in advance. He then agreed to get vehicle re-checked by a foreman. After 30 minutes or so he came and said yes highlander’s water pump is not good and the mechanic ignored to ask foreman about it. Advisor said good news is that it’s still under warranty, so we will fix it at no cost and they did.
In my view, this is a big breach of trust. I have trusted this dealer for years and now it shows that they even didn’t do a basic checkup recommended by factory and were misleading me. I would have been on road somewhere with my family and water pump would have not worked and leaked everything. This was a huge safety risk and issue. The services performed by dealer were not good or not performed at all.
This shows that dealer probably never performed any factory recommended services in past either and didn’t change oil or rotated tires. In two years the tires went bad and I changed it. Brakes went bad and I changed pads. All those under 40k miles were surprising.
I ask you to look into it and tell me how you are performing your quality control checks and why are your reports misleading? You have jeopardized our safety and charged me for year for the services you have not performed. I have all the receipts and documents showing what I have said in this letter. I also have a copy of your checklist showing everything is perfect and was performed for 45k miles and nothing was wrong with it.