19001 SOUTH WESTERN AVENUE, CALIFORNIA -- On May 29, 2009 I traveled 330 miles from home for a weekend beach trip with some friends. While driving to the beach, my 2009 Toyota Camry stopped running in the middle of a 6 lane highway. Calling Toyota Customer Service that night was not helpful. I was told that Toyota would not provide me with a rental car and a Toyota Dealership did not have to provide me with a loaner vehicle. Long story short - I had the car towed to the closest Toyota Dealership (who did not provide a loaner car). Mechanics determined that the 'Sub-Assembly Intake' (Part # 22204-OH010) was not functioning. This part was not stocked in the service department - because this is a NEW car.
My husband and son drove 2 vehicles 330 miles to leave my husband's car for me to drive back home at the end of the weekend. On Monday morning, June 1, 2009, I contacted Toyota Corporation again and explained that my car was 330 miles away being repaired. I could not stay and wait for my car to be repaired, because I had to return to work on Monday morning, June 1st. After 3 telephone calls to Toyota Corporation, I finally spoke to a representative who seemed to understand my predicament. She said this was certainly an inconvenience to me and she told me to go ahead and rent a car; Toyota Corporation would reimburse me for the car rental for the number of days that I needed the car until I could return 330 miles to pick up my repaired 2009 Camry. I followed her instructions. The very next weekend, I travelled 330 miles (one way) and then 330 miles back home in order to get my repaired car. The very next business day (June 8, 2009) I faxed all of the documentation that Toyota Corporation required (receipt for vehicle repairs, receipt for towing charges, receipt for car rental, proof of vehicle ownership) and waited and waited for my reimbursement. On Thursday, August 20, 2009 I received a reimbursement check from Toyota Corporation for $35.00. After contacting Toyota Corporation about the lack of reimbursement, I was informed that "Toyota Corporation has met their requirements" - "We only have to refund your car rental for the amount of time that your car was not drivable". Basically, because my 2009 Camry was repaired and ready to be picked up on June 2, 2009, Toyota, at that point, doesn't have to take care of their customers, even though their employee told me that I WOULD be reimbursed for the car rental fees. I was not able to leave my job and drive 4 hours one way (if traffic is not a problem), pick up my car and drive back another 4 hours. The bottom line here is, if you are considering buying a Toyota, keep in mind Toyota Corporation has proven to me, they do not care about their customers. I heard several "sorries"... "We are so sorry that you had this problem". "We are so sorry that you don't have another car to drive". "We are so sorry that your car broke down so far away from home". Toyota will say to you what you want to hear, but their actions prove that they don't "Do what they say they will do". If Toyota Corporation stands behind their vehicles and their customer service, I feel that they should have provided me with transportation in this situation. Toyota hung me out to dry.