Toyota Direct's Reviews

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Kimberly S.

Warsaw, OH

07/05/2021

Loyalty is a One Way Street

This is first Toyota but it will be my last. While I liked my salesperson, I will not return to this dealership. After having my 2020 Toyota Highlander for just 7 months, the sunroof burst/exploded out while my son and I were driving. It was an unbelievable sound right overhead. There had been no one else on the road and no trees overhead. Upon getting to my destination we stepped up to look and saw a hole about the size of 2 fists and the glass pushed up like a volcano. After talking to Toyota corporate and getting a case number we drove the 60 miles to Toyota Direct. Once there we were met by Aaron who after looking at the roof said, “Wow, that blew out.” Yes, we said, it did. But when service manager Joey Ronk came out to assess the situation she immediately said, ”Oh, a rock hit it.” When we explained no and commented on the way the glass was bulging up she replied, “ well there is nothing I see here for me to say it’s warranty covered.” REALLY?! There is an issue with sunroofs exploding. A simple Google search shows hundreds of incidents filed with NHTSA. Consumer Report did an article on it in 2017. It’s an issue and Toyota knows it. A regional Manager was supposed to come look at the roof, but we got no report to show their findings to determine it wasn’t under warranty. Toyota offered $500 for good will (my husband has been a Toyota owner for 41 years, and his family has owned more than 30 Toyota vehicles). We did not accept their offer and paid the $1151.97 bill. I feel that Joey set the tone for how this issue would be resolved with this being covered under warranty. Felt we did not get an honest assessment from her and she was just repeating the company’s talking points. I will not continue to service the vehicle at this dealership and will trade it as soon as possible.

Not Recommended

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