TOYOTA
To Whom It May Concern,
I am writing to formally express my deep concern, disappointment, and frustration regarding the recent service I received at one of your certified Toyota service centers involving my Toyota Scion.
I brought my vehicle in because the check engine light was on and the fan was not working. I approved a tune-up for approximately $110 and left the vehicle with the expectation that the issues would be properly diagnosed and addressed by professionals I trusted. Later, I was informed that the vehicle was ready for pickup. I was told there was a leak of unknown origin and was given a list of recommended maintenance due to general wear and tear. I was handed my keys and shown to my vehicle.
To my shock, the check engine light was still on. When I inquired, I was told the issue was due to faulty tire pressure sensors and was quoted nearly $800 to replace them—at $200 per sensor. This immediately raised concerns, as I had already verified that all four tires were properly inflated. Despite this, the service team insisted this was the source of the issue. I left the center feeling confused, disappointed, and frankly, misled.
Out of concern and disbelief, I immediately drove to the nearby Costco Auto Service Center—just five minutes away. A friend who works there kindly took a look. Within five minutes, he scanned the system, added a small amount of air to each tire, and reset the system. The check engine light turned off and has remained off ever since. No faulty sensors. No $800 charge. No emotional distress.
The simplicity of the actual solution and the contrast with my experience at the Toyota-certified service center were appalling. I felt deceived. I was horrified that a brand I trusted was willing to lead me toward an $800 repair I clearly did not need. I returned home feeling emotionally exhausted and in tears—something I never expected from what should have been a routine service experience. I paid $110 for what now feels like a complete betrayal of trust.
To make matters worse, the service department followed up, encouraging me to schedule the repair work for the “leaks” they had noted. Given how the original issue was handled, I now have no faith in those recommendations. How can I possibly trust further diagnoses from a service team that so clearly failed me? What happened to Toyota’s reputation for integrity and outstanding customer care? What happens to the relationship between trust and service when this is the experience your customers are left with?
This incident has severely undermined my trust in Toyota’s certified service program. I have been a loyal customer, bringing my Scion in for regular oil changes and care. This experience, however, has left me questioning whether I can continue that relationship.
I am respectfully requesting a formal review of this incident and a detailed response explaining how Toyota plans to address what I consider to be a serious failure in service, transparency, and ethical responsibility.
If I do not receive a satisfactory response, I am prepared to escalate this matter through all available channels, including public platforms, to ensure that other Toyota owners are made aware of the risks of similar treatment.
Thank you for your time and attention. I look forward to your prompt response.
