Burien Toyota Scion

The transfer case was cracked before we serviced the vehicle. It was documented in writing, and reported by another shop 5,500 miles prior. Burien Toyota did not perform all services exclusively. At least three others performed services. We are very sorry to hear that this customer is unhappy with the services received from Burien Toyota. We work very hard to give each and every customer the best service possible. We value all of our customers, and hope with this information, he will reconsider his decision to be serviced elsewhere, and return to Burien Toyota in the future.

The customer's 96 Toyota 4-Runner has been serviced at 3 different locations, according to Toyota's National History Report (NHR). This report only shows the service work done at Toyota dealers. There could be more. It was serviced at another Toyota dealership on 1/26/09. The vehicle had 194,274 miles on it at that time. The dealer noted on the inspection sheet that the transfer case was leaking, and low on fluid. Also, we could find no service records on the vehicle for the period between July 2002 (82,246) miles, to December 2007 (179,393 miles). On 03/09 (197,616 miles), Burien Toyota recommended "the transfer case and differential needed attention". We were not allowed to perform the service at that time. On 08/09 (199,776 miles), our service adviser, again reported to the customer our concern that the transfer case would need to be attended to, and should be done immediately.

There is oil spray on the gas tank, and part of the undercarriage, due to the transfer case leaking for at least 5,000 miles, prior to our service. It is noted on the other dealer's inspection sheet (a copy is available upon request), and would be on the customer's copy as well. He was informed. We did not crack the transfer case. When a drain plug is over tightened it seals, sometimes completely, until it is removed, where the twisting as the plug is unscrewed, causes the already existing crack to widen each time and leak more.

We did install a used transfer case from a junk yard, not a rebuilt transfer case, which was done to save the customer money. We informed our customer and asked for the customer's permission before it was done. A rebuilt transfer case would have been more expensive. Our technicians are professionally trained, and also human. It is possible for them to make a mistake. We understand that fact, and don't charge them personally, while some shops do. They are encouraged to report their errors, as it is all part of providing excellent customer service. We take care of our customers, and we value their business.

I was a loyal customer for many years and was burned so bad that I can never go there ever again. I now go to Michaels Toyota in Bellevue.

I was hosting a Japanese National in America for a month. I was to take this person on a very detailed tour of Montana for 4 weeks. I came back home a few days early to perform the maintenance on the 4runner before I hit the road. It had only been 2160 miles since my last oil change (I keep a maintenance log book in the vehicle). I had them change the Engine Oil, and the Gear Oil in the Differentials and Transfer Case. I also had them change the Belts on the engine, change the Battery and rotate the tires also. This was $644.64. A fair price. I was scheduled to pick up the Japanese National from the Airport on Monday, 8/24/09. I dropped the 4Runner off on Friday, 8/21/09.

Later that day, the Service Advisor called and said the vehicle was ready, but the Transfer Case has a crack. He told me that is was cracked and leaking before they touched it and didn't have much Gear Lube in it when they drained it. 30 minutes before I brought the vehicle to Burien Toyota, I had been under the vehicle and looked at the Transfer Case and I did not notice a crack. Since they inspect and check the Transfer Case and Differentials every time they perform an Engine Oil Service, and they have been checking it off as OK on the "Quality Vehicle Inspection" reports which I have saved, I knew something off. I told him I will be there in 10 minutes. He told me he could not wait and had to leave. The crack was at the Drain Plug and it was Very Big and Very Bright (no accumulated dirt, meaning a very fresh crack). At about 2 inches long, it was immediately noticeable. I didnt know how to respond. I drove it home (10 minutes). I looked under the vehicle again and it had a 6" diameter puddle in my driveway after only 5 minutes of sitting there. I timed the drips at 1 every 5 seconds.

I took it back. The other Service Techs there put it back on the lift. They gave me the Loaner Car and told me not to drive my vehicle. Because they were not the ones that worked on it, they couldn't address it. Only the Original Service Advisor could address the problem and he left.

On Tuesday, my original Service Advisor came back to work and spoke about possibly welding it and it could take a month. I explained it is an emergency of TIME. So he found a rebuild Transfer Case at a Junk Yard and installed it. Inspecting it and looking at the fasteners, gaskets, and seals, it is obvious that it was not rebuilt. They made me pay the $1264.44 for the Transfer Case.

Why did they need to lie to me? Bolts snap, threads strip, housings crack. These things happen even to the best mechanic. My 4Runner sits in a storage unit without a drip on the floor. I had just looked at the Transfer Case 30 minutes before giving it to them and it was not cracked. I have saved every "Quality Vehicle Inspection" report and they have been checking off that there were no leaks and that the gear oil level in the transfer case was fine. If indeed, the Transfer Case was cracked and leaking, then why did they change the oil in it instead of calling me to show me?

I got my 4Runner back on Wednesday, 8/26/09. The Japanese National and I missed one meeting, one other important obligation, and 3 hotel reservations.

I gave them a lot of money throughout the years.

After many years of being a very loyal customer to Burien Toyota, in the end, I was betrayed. It wasn't because of money. It wasn't because of loyalty. It is simply their nature.

I now go to Michaels Toyota in Bellevue. What a difference!