Toyota Motor Corporation Complaint - Defective Paint - 2003 Avalon
In June 2006 my husband and I bought a Toyota Certified Used '03 Avalon with one previous owner & no history of an accident, hail or other problems. Within days we noticed the paint had noticeable chip marks and buffing swirls on it along with waxy remnants in creases that matched the paint color. We took it to the dealer at that time and they smoothed out the appearance. In Dec. '06, when we took it in for maintenance we pointed out pitting on the roof, hood and trunk and asked them to fix this. They gave us a tube of touch-up paint for the pitting and told us to use "TLC" with frequent washing and waxing.
About a year later we pointed out that the paint was beginning to peel on the hood and trunk. The shop told us we must have parked under something, and nothing was done. There are no trees or lines over where we park the car at home or at my husband's work.
After that we allowed time to slip by as the paint continued to deteriorate. We have kept up with regular maintenance at the same dealership where it was purchased and they never gave us any further advice on addressing the paint.
By this spring ('10) the deterioration had progressed to the point of peeling on the doors, hood and trunk, and there are large areas on the hood and trunk with primer showing in definite symmetrical patterns. We again tried to get Toyota to take responsibility for an obvious factory problem, and have been given the run around, with different explanations and excuses each time. We were told that an inspector comes to our dealership each month, but have been refused an appointment or date for him to even look at it.
Now we're looking for some contact information other than our dealership or the Customer Experience Center to take our grievance on "up the ladder". They've been blocking this effort at every turn even though we're trying to go through proper channels.