NHTSA Complaint #10069726 — 1996 TOYOTA CAMRY

MY CAR HAS 135,000 MILES ON IT AND I WAS RECENTLY NOTICING THAT IT WOULD RUN HARD AND NOT SWITCH GEARS AS SMOOTHLY AS IT ONCE HAD. I TOOK IT IN TO A TOYOTA DEALERSHIP TO BE EVALUATED AND WAS TOLD IT HAD SLUDGE IN MY ENGINE PROBABLY DUE TO INFREQUENT OIL CHANGES I WAS THEN INFORMED BY THE SERVICE ADVISOR THAT IT NEEDED A NEW ENGINE AND THAT IT WOULD COST APPROXIMATELY $5000-$6000. I INFORMED THE ADVISOR THAT I ALWAYS HAD MY OIL CHANGED AS PER THE OWNER?S MANUAL, AND I REQUESTED A WRITTEN ESTIMATE AS TO THE EXACT DETAILS THAT FORMED THE BASIS FOR THIS PRICE QUOTE. I WAS ULTIMATELY DENIED THAT INFORMATION. THE GENTLEMAN TOLD ME HE WOULD CALL ME BACK AND/OR FAX IT TO ME, AFTER WHICH I RECEIVED NOTHING. I CALLED AGAIN, GOT HIS SUPERVISOR INSTEAD OF THE SERVICE ADVISOR, AND HE EXPLAINED THAT ENGINE SLUDGE WAS THE DIAGNOSIS AND THAT I COULD NOT GET A WRITTEN ESTIMATE BECAUSE THE EXACT PARTS NEEDED COULD NOT BE DETERMINED. HE STATED HE WOULD HAVE TO HAVE SOMEONE LOOK FURTHER INTO THE ENGINE'S PROBLEM TO GIVE ME THE ESTIMATE IN WRITING. I ASKED WHY THIS HADN'T BEEN DONE PRIOR TO THE COMPLETION OF THE DIAGNOSIS THAT I ORDERED, AND HE THEN BEGAN STAMMERING AND INFORMED ME THAT HE DIDN'T HAVE MY FILE IN FRONT OF HIM AND HE COULD CALL ME BACK AFTER LOOKING INTO IT FURTHER. HE THEN PROCEEDED TO ASK ME IF I WAS REALLY WILLING TO PAY THAT MUCH FOR AN ENGINE?. WHEN I ASKED WHAT MY OTHER ALTERNATIVES WERE, HE OFFERED TO TRANSFER ME TO A SALESMAN! I NEVER RECEIVED ANY FURTHER PHONE CALLS. IT HAS BEEN MY EXPERIENCE THAT IF I AM NOT WILLING TO BUY A NEW VEHICLE, THE LEVEL OF SERVICE I RECEIVE DECREASES DRAMATICALLY. I HAVE SINCE TAKEN MY CAR TO ANOTHER INDEPENDENT SHOP TO HAVE IT REPAIRED, WHERE I HAVE BEEN ABLE TO GET AN EXPLANATION BOTH IN WRITING AND BY THE ADVISOR IN CONVERSATION AS TO WHAT EXACTLY IS WRONG AND WHAT EXACTLY NEEDS TO BE FIXED.