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I purchased a new 2014 Toyota Rav 4 Limited from Auto nation Toyota of Weston. The issue I am having is the leather on the steering wheel is falling apart. The car is only a little over three years old. Once I noticed this I took the vehicle in to be repaired as I purchased the service contract. I was told it did not cover it as they say it is for looks. I informed them when I purchased the service plan that I was told it was essentially an extension of the manufactures warranty, which does cover the inside of the vehicle. I attempted to get the warranty company to cover it as it is a safety issue as well. This is how you control the vehicle and that part is failing. They did not see it that way and never called me back as they said they would.
I then contacted Toyota directly, explaining the situation and asking for a supervisor. They told me they would like the regional office to look into it and call me back. I agreed, and the next day I received a call from the dealership I go for service closest to me stating its passed the 36,000 mile warranty. I told him he was not suppose to be the one contacting me as the regional customer relations manager was suppose to. I ended the call as it was going no where. I then called Toyota back asking for a supervisor and that I did not get a call from the regional managers as stated. I was told the region does not and will not speak to customers. I was told I would have to wait for a call back from a supervisor.
I then went online and got the number from the regional office very easily and called them directly. It turns out that they do speak to customers and what I was told was a lie. I explained the situation and he first told me that the manufactures warranty would not even cover that as it is for looks. This is not true as many of the interior panels inside the vehicle have been replaced under the warranty due to warping and discoloration. I gave him my case number and said I would get a call back.
Moments later Toyota corporate supervisor called me saying the same thing that it was passed the warranty. I explained to him to please use common sense. Even though the vehicle has a lot of miles for the age, this is not an item effected by mileage only time. I told him that I got a hold of the regional office. He then wanted the name of who I spoke with and contacted him.
I got a call back saying they were willing to do a one time "good will" of $500 toward the repair. This is a good gesture on the part of Toyota, however the repair is almost $1000. I explained that the interior has had many defects and has been replaced already. In addition I was able to get my brother and roommate to purchase a new Toyota as well. I will not purchase another vehicle from Auto nation or Toyota in the future and neither will my brother or roommate. Both my parents were about to buy two Toyota's but got Hondas instead due to my situation.
It is sad that this issue could not be resolved. The leather is of poor quality and is maybe why they do not put leaver seats in Rav 4's at all. When I brought in the vehicle even one of the service managers agreed that the interiors on the Toyotas could be much better. I have had a few other issues but that comes more down to Auto Nation which I will address issues with.
- Evan B.,
Hallandale, FL, US