Capitol Toyota Scion
775 Capitol Expressway AutoMall
San Jose, California 95136
sales Sales: 866-826-9885
service Service: 866-827-2018
parts Parts: 888-464-0934

Direct Sales-Internet Department
765 Capitol Expressway
San Jose, California 95136
Internet Sales: 866-826-9885

I took my TOYOTA Corolla (odometer 91K miles Model year 2000) for Battery replacement to Capital Toyota on Capital expressway Automall in San Jose. Service adviser Daniel recommended 30K premium service and replacement of Timing chain cover and water pump in addition to Battery replacement. I authorized the additional service and repair as recommended for a estimated total of $1900. The car was delivered after completing the servicing and repair. Total invoice amount $1762.43. After taking delivery I drove the car for 1 day for about 70 miles. My car broke down while I was driving. A noise came from the engine and the car stopped and would not start. I took the car back to Capital Toyota immediately. They looked at the car and mentioned that the following parts are damaged and need to be replaced: VVT-i sensor, camshaft and at least one or more of the piston valves. Total estimate for additional repair is $3600. The dealer has agreed to only charge me 50% of the actual repair charge on the additional repair and is asking for approx $1800 charges for the supposed additional repair needed. My complaint is that the additional repair wasn't noted before or after the initial repair performed the previous day. The car did not have any defects or a history of defects and I believe that the additional damage is a result of the repairs performed in their service department. I originally went in for a battery and now it will not run. The dealer is refusing to accept that it is their responsibility and that the damage to the car is a result of the 'repair' performed in their service department. The Service Manager is unable to explain why the car broke down suddenly and is also maintaining that the engine failure has nothing to do with the repair done by the Capital Toyota Mechanics. I have spoken to the Customer service representative at the dealership. She has maintained that the final say is up to the Service Manager and she cannot override the Service Manager decision. I have also called toyota customer service 1-800-331-4331. They refused to allow me to escalate my complaint with a Supervisor and refused to take any responsibility. They maintain that dealers are independent as far Toyota repairs are concerned. My stand has been that the catastrophic failure did occurred immediately after a major service and repair. The car has no prior history of breakdown in the previous years I have been driving it. The type of failure that has occurred should have been foreseeable to any mechanic performing the repair work that occurred the day before the breakdown, so they should have made a note and informed me when I picked the vehicle up or when giving me the original list of repairs their mechanic said it needed. The failure therefore has to be a result of the repair performed by Capitol Toyota the day before the breakdown. I have had several discussion over the phone with Service Manager and two phone conversations with the Customer Service Representative. In all instances the Service Managers maintain that the engine failure was not a result of the service and repair performed by Capital Toyota. The Customer Service Representative has only acted as a messenger service between me and the Service Dept and has not provided any other assistance to resolve my issue. The issue remains unresolved. Since I need my car I will be authorizing repair of the car for the additional $1800 But I expect that the dealership will reimburse the same as well as the $100 rental charge of the rental car. The Service Manager expressed inability to provide me with a rental on unless I authorized the repair. With no other transportation left I was forced to rent a car for 1 week. rental charges $100.

Toyota's response was to tell me to take the matter up with the dealer. BTW this is supposed to be a 5 star dealer -:( I believe it is arrogance on the part of the dealer and the Toyota company that even when confronted with clear evidence of a mistake on their part that they refused to acknowledge or own responsibility. Eventually bad quality will surface and cannot be hidden.

Raj Souda

Brought my Avalon in for an oil change, asked the dealer to look the car over and make necessary repairs. $2,176 later they replaced all bulbs, belts, hoses, fluids - even replaced the instrument cluster lamps -- they took complete advantage of me. I have had so many suspension problems, and oil sludging problems with this vehicle despite 4K mile oil changes. Definitely my last Toyota -- this company has lost direction. Next car is definitely a Ford.

Brian Stephens

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