They flat out did not want to help me because it was too much work administratively. Rafael Sanchez reluctantly approached and tried to understand by issue of the front camera not functioning as expected. I only recently had purchased my 2023 4Runner used with Toyota Certified Warranty- I was assured this would be something covered so I wasn't worried. However, because I was from out of state, Rafael took that context to deny me any assistance. He claimed it would be "a lot of phone calls and probably take a long time to get parts if it's even covered" which should be up to the customer to decide honestly. I assured him I would be in town long enough and he just refused and said I should take it back to the original dealer, which was at no point what I'd expect when I just paid so much money for a new, albeit used, car under warranty. He also mentioned it's not a critical item so it's fine to just keep using the car. This is an infuriating experience I've never been so baffled. Just because dealing with your corporate warranty department is a headache, does not give you the right to deny service when I am under said warranty. Horrible impression. Further, when customer care reached out saying I missed my appointment ( I didn't) I explained the situation again, hoping anyone would care enough to make it right without me chasing them down. Unfortunately not, the nice gal who replied to my email said she was passing the info along to Mike Krueger so he can personally follow up. Surprise, complete silence. Terrible experience over all, unfortunately looks like this is a trend in the area so still on the hunt for a service department that won't be so lazy or dismissive.

They flat out did not want to help me because it was too much work administratively. Rafael Sanchez reluctantly approached and tried to understand by issue of the front camera not functioning as expected. I only recently had purchased my 2023 4Runner used with Toyota Certified Warranty- I was assured this would be something covered so I wasn't worried. However, because I was from out of state, Rafael took that context to deny me any assistance. He claimed it would be "a lot of phone calls and probably take a long time to get parts if it's even covered" which should be up to the customer to decide honestly. I assured him I would be in town long enough and he just refused and said I should take it back to the original dealer, which was at no point what I'd expect when I just paid so much money for a new, albeit used, car under warranty. He also mentioned it's not a critical item so it's fine to just keep using the car. This is an infuriating experience I've never been so baffled. Just because dealing with your corporate warranty department is a headache, does not give you the right to deny service when I am under said warranty. Horrible impression. Further, when customer care reached out saying I missed my appointment ( I didn't) I explained the situation again, hoping anyone would care enough to make it right without me chasing them down. Unfortunately not, the nice gal who replied to my email said she was passing the info along to Mike Krueger so he can personally follow up. Surprise, complete silence. Terrible experience over all, unfortunately looks like this is a trend in the area so still on the hunt for a service department that won't be so lazy or dismissive.

They flat out did not want to help me because it was too much work administratively. Rafael Sanchez reluctantly approached and tried to understand by issue of the front camera not functioning as expected. I only recently had purchased my 2023 4Runner used with Toyota Certified Warranty- I was assured this would be something covered so I wasn't worried. However, because I was from out of state, Rafael took that context to deny me any assistance. He claimed it would be "a lot of phone calls and probably take a long time to get parts if it's even covered" which should be up to the customer to decide honestly. I assured him I would be in town long enough and he just refused and said I should take it back to the original dealer, which was at no point what I'd expect when I just paid so much money for a new, albeit used, car under warranty. He also mentioned it's not a critical item so it's fine to just keep using the car. This is an infuriating experience I've never been so baffled. Just because dealing with your corporate warranty department is a headache, does not give you the right to deny service when I am under said warranty. Horrible impression. Further, when customer care reached out saying I missed my appointment ( I didn't) I explained the situation again, hoping anyone would care enough to make it right without me chasing them down. Unfortunately not, the nice gal who replied to my email said she was passing the info along to Mike Krueger so he can personally follow up. Surprise, complete silence. Terrible experience over all, unfortunately looks like this is a trend in the area so still on the hunt for a service department that won't be so lazy or dismissive.