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4 Runner Bumper defect

Discussion in 'New Member Introductions' started by Lily2019, Dec 3, 2019 at 8:23 PM.

  1. Dec 3, 2019 at 8:23 PM
    #1
    Lily2019

    Lily2019 [OP] New Member

    Joined:
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    I purchased a 2019 4Runner 10/10/19 and picked it up 10/11/19. When looking over the car I noticed the bumper on the passenger side popped out and out of alignment. There were also scratches all over the car. The Sales Manager stated could have been from the "car wash" The Sales Manager ( CJ Manczko) pushed the bumper back in and wrote a "I OWE YOU" form to buffer the whole car to remove all the scratches. Manczko said not to worry about the bumper and that it would be fine. The next day, 10/12/19 I noticed the bumper had popped out again and called Manczko to have car looked at 10/16/19. When I went to pick up the car I noticed they tried using adhesive to hold the bumper in place, which did not work. The scratches were still all over the car. It took multiple phone calls and appointments to have " most" of the scratches removed. There still are scratches on my bumper and door handle. Manczko states the door handle is a " hard" area to buffer and stated my bumper would be replace so that is why they didn't need to buffer it. I made an appointment to see Mike Krueger ( Service Director) on 10/21/19, I saw him in the office but we never had our meeting because he was " busy." I waited an hour to see him but instead I was passed onto Sean Richmond ( Service Advisor). I made an appointment to have the bumper fixed on 10/28/19. Richmond stated they replaced the " body clip" and " reevaluated " bumper,” and didn’t need to replace the bumper because it's 100%. Taking his word I let him know that if the bumper doesn’t need to be replaced then it needs to be buffered. Went to pick up the car on 10/29/19 and noticed that the bumper was not 100%, that it was still popping in and out of alignment. The bumper also still had scratches on it and now also buffer scratches. The corner of the bumper was chipped. I asked to speak to Manczko but Richmond let me know that Manczko feels he can no longer help with the situation. To show Richmond that the bumper was still not correctly fixed I compared the visual difference and how the passenger bumper is popped out. Richmond saw the issue and states he would contact Toyota corporate to see if they would be willing to replace the bumper since the body clips didn't fix the issue. On ,10/30/19, received a voicemail stating that corporate " measured both gaps on drivers and passenger side front fenders and they both measure the same" and that " no further action is required at this time." I called Richmond back and let him know that its not the distance from the bumper to the fender I have an issue with, its the depth, since the bumper is popping out. Richmond stated that there is nothing more they are willing to do for me. This was very upsetting since they were the ones who damaged my car and not willing to put it into manufacturing condition.
    I am also concerned that the bumper will fall off while I am driving. That night ,10/30/19, I filed a case with Corporate disputing that there is an issue with my bumper. Corporate creating a case number for me 191030165 and stated someone in Schaumburg Corporate Support would contact me within 24 hours. I called corporate 11/1/19 since no one from Schaumburdg has contacted me. They were surprised to hear this because they stated my case was closed and that there was no further action needed. They asked if I got a call from Gary, which I never did and never heard of the name. Corporate tried calling Schaumburg but was not able to reach anyone from management. They gave me a new case number ,1911012271, and stated they would assign me a case manger who I would work with to resolve my car issues. Karrie called me on 11/4/19 and left a voicemail. I called Karrie 11/5/19, explained the situation and how I would like to get a second opinion about my bumper. I set up a appointment with Oakbrook Toyta to get a second opinion for 11/6/19 at 7am. They stated that the bumper was out of alignment and that they would order a bracket to fix the issue. I had Oakbrook order the bracket and I called Karrie to let him know that Oakbrook stated my original issue with my bumper being popped in and out and out of alignment is still an issue. I also let him know that I would actually like a new bumper since this bumper had been mishandled 3-4 times and Schaumburg has added more body damage to the bumper. Karrie stated he would write a letter to Regional Corporate who actually make maintenance decisions for both Oakbrook and Schaumburg Toyota. Karrie also let me know he would be out of town from 11/7/19 -11/12/19, which meant my issue with my bumper would have to wait till then. I tried to have the bracket put on my bumper on 11/9/19 but Nathan the Maintenance Manager at Oakbrook wanted to wait to see what Corporate had to say. Karrie called back on 11/12/19 and stated that Regional Corporate has decided to not only denied my request for a new bumper but also told Oakbrook NOT to touch my bumper for any reason. Karrie stated Corporate knows about 4Runner's bumper issues of being out of alignment and that it has been an on going issue that they do not know how to resolve. Karrie also states that they do not want to replace the bumper or add the bracket just in case it doesn't fix the issue.
    This seems to be a big lie where Regional Corporate doesn't want to fix a bumper that is under warranty and my issue with my bumper is an isolated situation since Schaumburg Toyota was the one to damage my car. I bought my car brand new and no where in my contact did it state there were bumper issues that I had prier knowledge of. On 11/12/19 I made a claim that my vehicle was a lemon. Toyota reviewed my case and, on 12/2/19 Toyota denied my claim. Toyota do not believe my vehicle suffers from a defect in material or workmanship, even though Karrie from Corporate stated that Toyota is aware of the 4 Runner bumper issue popping in and out. I asked if I could record him saying this, since they never gave me any paperwork. Karrie denied my request to record. I called Wendy Lutzow ( Toyota Customer Retention Administrator) about my denied claim, letting her know that Oakbrook indeed found a defect with my bumper. Lutzow stated that Oakbrook made a mistake because maintenance should have contacted Corporate maintenance to get their opinion. I let her know that Oakbrook maintenance did their job and gave me their honest professional opinion. I also let her now that Karrie from Corporate informed me that Toyota had knowledge of 4 Runner bumpers popping in and out. She was rude and told me I could file another claim with NCDS if I want, but there needs to be more claims for Toyota to find a fix for the issue. While on the phone Lutzow talked down to me and made it seem as if I just didn’t like the “look” of the bumper. I was taken back by how rude she was and when I was about to respond, she hung up. My warning is to not buy a Toyota 4 Runner till Toyota fixes the bumper.
     
    Last edited: Dec 4, 2019 at 2:45 PM
  2. Dec 3, 2019 at 8:36 PM
    #2
    Bob

    Bob Member Staff Member

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    SoCal
    Welcome. Easier to read if you can hit Edit and break that up into paragraphs
     
  3. Dec 3, 2019 at 8:37 PM
    #3
    thirdyota

    thirdyota New Member

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    Cincinnati, OH
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    Welcome to the forum!

    That was a lot to read through!

    Sorry to hear about your troubles and that you are getting the run-around. It sucks when a brand new vehicle isn't right!

    I've heard of others on here having similar bumper problems, and that Toyota has no fix.

    Hopefully Toyota will get this figured out!
     
    Lily2019 [OP] likes this.
  4. Dec 3, 2019 at 8:53 PM
    #4
    ForRun

    ForRun New Member

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    To long to read but sorry bout the scratches
     
    Lily2019 [OP] likes this.
  5. Dec 3, 2019 at 10:27 PM
    #5
    Dark Knight

    Dark Knight Get off my lawn

    Joined:
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    TLDR. welcome
     
    Lily2019 [OP] likes this.
  6. Dec 3, 2019 at 11:05 PM
    #6
    4runningMan

    4runningMan New Member

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    Yep, your bumper issue is not a new issue. I’ve seen it reported on this and other forums. Is it an “unusual” issue? I’d say yes, it is. I couldn’t begin to speculate on numbers of trucks affected, but it’s certainly not “most” 4runners. Or anywhere close to “most” 4runners. But it totally sucks that you got one that was affected. I hope they make it right for you.

    Your only hope is to jump through the hoops or hire outside counsel if you can afford it. But to be honest, you’d lose less money if you traded it for a new truck and took the loss. Because attorneys are gonna cost you more than what you’d lose on a trade.

    It sucks, and it seems unfair (it IS unfair). But that’s the reality, unfortunately. You could investigate your state’s lemon laws, hire an attorney, and pursue that route. But it’s a giant pain in the a**. More power to you if you choose to go that route.

    How do I know this? Because I got a new Toyota truck with problems (3rd gen Tacoma). And they told me “everything was normal”. Over and over and over again. Countless hours on the telephone (40 hours plus). Dozens of hours at the dealer. Had to cancel pre-planned vacation trips. Nothing was normal about it.

    I didn’t have money for lawyers. So I eventually traded the truck. And lost a ton of money (couldn’t sell it private because nobody in their right mind would have bought it). And so I traded and bought a 4runner. Because they’re good trucks.

    My problem wasn’t/isn’t with Toyota quality. It was the 7th new Toyota truck I’d purchased in the last 25 years. Loved ‘em all. But I did have a problem with that particular one.

    After I traded the bad one, I’m happy again. But I’m several thousand dollars poorer.

    As for the “dealer instilled scratches” from the post-sale free car wash... that’s between you and the dealer... and not between you and “Toyota”.
     
    Lily2019 [OP] likes this.
  7. Dec 4, 2019 at 2:53 PM
    #7
    Lily2019

    Lily2019 [OP] New Member

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    I broke it up to make it easier to read, sorry I'm new to this. Also sorry it's long, I just have been through so much and want to share what is happening to me. I hope people who read this thread will now be more aware when buying a 4 Runner because I know I won't have bought one if I knew this was an issue. Also for people who have similar issues I hope you create claims so Toyota is more willing to find a way to fix it and create a recall
     
  8. Dec 4, 2019 at 3:44 PM
    #8
    4runningMan

    4runningMan New Member

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    268 pages of people in the same boat as you in this thread (different issue but similar scenario)... and they share the same sentiment. Open up a case with corporate. And hope that with numbers, the problem gets addressed.

    https://www.tacomaworld.com/threads...oise-howling-when-feathering-throttle.442341/

    You’ll also find that the majority of forum members are enthusiasts. And they love their trucks. You might find some sympathy (I know that’s not why you’re here). But you also might get some blow-back (or silence). Don’t take it personally.

    Hope you get your issue resolved... These are great trucks! Unfortunately once in awhile there’s a flaw that’s tough to remedy. Keep on it.
     
    Lily2019 [OP] likes this.
  9. Dec 4, 2019 at 3:53 PM
    #9
    Dillusion

    Dillusion New Member

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    Holy paragraph.

    I gave up after the second line.

    I think someone had found a solution on what needed to be done somewhere. I look (for maybe 5 min) to see if I can find it.
     

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