Toyota Rejects no fix Allegations
Toyota has rejected claims made by a British tabloid that its dealerships have been instructed not to fix defects covered under their Car Warranty unless a customer specifically complains. The Sunday Times has published an Insight investigation that alleges that the Japanese carmaker has told dealers to ignore defects on vehicles that were spotted by technicians during servicing, and only to fix those that the customer knew of and had already complained about themselves, with both dealers and technicians contributing to the article.
Toyota is strenuously denying the allegations. "Toyota GB completely refutes the accusation that it or its dealers act unethically or seek to deceive customers by failing to notify them of non-safety or reliability manufacturing defects whilst a vehicle is under warranty" the company said in a statement. "All manufacturing defects, however identified, are covered by the Toyota warranty."
The investigation by the Sunday Times newspaper claims that that a "secret policy" was spelled out in a confidential manual that was supplied only to dealers, with instructions only to repair defects to new vehicles if they affected reliability or safety, or if the customer specifically complained.
Toyota says that is simply not the case, saying that the terms and conditions of the car warranty in the manual given to dealers are the same as those shown in the owner's own handbook. "Toyota GB does not have, and never has had, a 'secret policy' that prevents dealer staff notifying customers of faults with their cars" the company insists.
Author - Michael Barclay
published: 07/02/2012 14:00:01