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Service Department won't follow Toyota's maintenance schedule

Discussion in '5th Gen 4Runners (2010+)' started by Singleminded, Oct 8, 2020.

  1. Oct 8, 2020 at 10:55 AM
    #1
    Singleminded

    Singleminded [OP] New Member

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    So, my 2020 Limited is due for its 5,000 mile service. According to Toyota that service usually involves just inspections and tire rotation.

    However, Toyota also says that an oil change, torquing and lubrication of the propeller shaft and torquing of the chassis and body bolts should also occur if the vehicle had been operated under Severe Conditions, which include things like heavy loads, long periods of high speed driving, dusty conditions, etc. etc. etc.

    My truck meets those criteria, so I think it should have the services Toyota itself recommends. My dealership service department does not, however, agree. They insisted that the oil does not need to be changed. They also argued with me about the service reminder coming from the car itself. It says Oil Maintenance Required. No, the dealership says, that's just a general service reminder. But, I say, it says "Oil." No use.

    The end result is that they say they'll do the 10,000 mile service at 5,000 miles, but that means I can't get the regular free service then. They say (and maybe this is accurate?) that the maintenance program only pays for two oil changes regardless of what the car needs.

    It's not really about the money. I wouldn't mind paying for the oil change. It just seems to me that the dealer should be trying to give the vehicle what the manufacturer recommends, not trying to avoid work.

    What do y'all think? Should I call Toyota?

    IMG_3148.jpg
     
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  2. Oct 8, 2020 at 11:20 AM
    #2
    catus

    catus New Member

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    Go to another dealership. Else, ask to speak to someone higher up in the food chain. I was able to get a meeting once with the Regional Manager for a problem with my then-girlfriends Toyota that I didn't feel was resolved at lower levels of management. Good luck!
     
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  3. Oct 8, 2020 at 12:04 PM
    #3
    Abanero

    Abanero New Member

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    Concur. There's always someone else. Escalate the issue up the chain of command - it'll get done.
     
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  4. Oct 8, 2020 at 12:10 PM
    #4
    A&P

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    I just reset mine & took it in @10k as service required.
     
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  5. Oct 8, 2020 at 12:20 PM
    #5
    Singleminded

    Singleminded [OP] New Member

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    Thanks fellas. Update: I talked with Toyota corporate. They told me it's correct that the free maintenance program covers only 2 oil changes. It doesn't matter what the car needs. That's good to know and fine with me. It is what it is, and the maintenance program wasn't a factor in my buying decision anyway.

    However, they could not give me a straight answer about what "Oil Maintenance Required" means. They couldn't tell me whether that means an oil change is required, or it's just generic language meaning service in general. That's ridiculous. I told them that either the dealer should change the oil when that message appears, or Toyota should change the damn message to stop confusing its customers.

    They also said they defer to their dealer service departments when it comes to judgments about what services are needed. That makes sense on a certain level, but at the same time someone needs to be making sure that dealers are following the maintenance schedule recommended by Toyota itself.

    BTW, FWIW, it's not just my truck's computer that's telling me an oil change is needed now. The Toyota app on my phone lists an oil change and several other services under 5,000 mile maintenance.

    This is not an argument about proper oil change intervals per se. That's like religious warfare on this site and I don't want to get into it. It's about whether or not the dealer will perform the service that Toyota itself recommends in its own owners manual. And about what the damn "Oil Maintenance Required" message actually means.
     
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  6. Oct 8, 2020 at 12:37 PM
    #6
    canadian.bacon

    canadian.bacon New Member

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    it doesn't matter what the car says. I think you can change that interval yourself in the menu. I don't care what the dealer says.
    First oil change and severe conditions is more than sufficient for me to do it.
    And curiously enough, this is what the schedule maintenance says:

    Service #1 -5000 miles
    • Inspect and adjust level - engine oil, brake fluid, engine/inverter coolant, power steering fluid and washer fluid
    Service #2 - 10000 miles
    • Replace engine oil & filter (synthetic)
    Given the fact you run under severe conditions, I would change it regardless of what they say.

    However, show them this:
    https://www.toyota.com/owners/parts...se&csrfToken=16021859042928030846412760608415

    Where and how you're driving impacts your servicing needs.
    Please speak to your servicing dealer about any special operating condition.

    Driving while towing, using a car-top carrier, or heavy vehicle loading 3
    • Replace Engine Oil And Oil Filter4
    • Lubricate Propeller Shaft5
    • Torque Propeller Shaft Bolt5
    • Torque Nuts And Bolts On Chassis And Body
     
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  7. Oct 8, 2020 at 12:44 PM
    #7
    Dillusion

    Dillusion New Member

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  8. Oct 8, 2020 at 12:49 PM
    #8
    Singleminded

    Singleminded [OP] New Member

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    Thanks. I told them I wanted these services even if I had to pay for them. They offered to do the free 10,000 mile service now instead, so I said fine. This is ok with me if it's true that Toyota only gives you two free oil changes regardless.

    What annoys me is the dealer appearing ignorant about the services required under Special / Severe Operating Conditions and their reluctance to perform them without an argument. And also that damn message saying "Oil Maintenance Required" -- either the dealer wants to ignore something it shouldn't or Toyota has programmed in a stupid message. So it's wrong either way.

    Besides, who wants to bet that they don't do sh*t with the propeller shaft or chassis and body bolts.
     
  9. Oct 8, 2020 at 12:51 PM
    #9
    nimby

    nimby in the drink

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    Our trucks service reminders come on during the "severe" conditions maintenance schedule.

    Change your oil every 5,000 miles if you drive in severe conditions.

    Ignore that service reminder if you don't and wait for the next service reminder.

    Toyota care gives you two free oil changes. They should honor it at any interval you want. Not all dealers are good. Not all dealers are bad.
     
  10. Oct 8, 2020 at 12:59 PM
    #10
    Singleminded

    Singleminded [OP] New Member

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    Dude,

    1. That link doesn't say a damn thing about the free service being limited to only 2 oil changes. Even the footnote on the oil change blurb only says to consult the Vehicle Maintenance Guide regarding the services needs and intervals. Which I did. And it said this truck should get an oil change at 5K miles.

    2. What the link does say is, "Every new Toyota comes with ToyotaCare, a maintenance plan that covers normal factory scheduled service for 2 years or 25,000 miles..."

    3. I never bitched about the limit of two oil changes regardless of what the vehicle actually needs. Read my posts again. In fact I said it was fine with me. What, again, is irking me is the dealer appearing ignorant about the services required under Special / Severe Operating Conditions and their reluctance to perform them without an argument. And also that damn message saying "Oil Maintenance Required" -- either the dealer wants to ignore something it shouldn't or Toyota has programmed in a stupid message. So it's wrong either way.
     
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  11. Oct 8, 2020 at 1:00 PM
    #11
    RusPro17

    RusPro17 New Member

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    My 2020 Pro was showing the same with about 4900 miles on it. Was in 2 weeks ago for state inspection, wanted the oil change to and alignment done cause I lifted it. The service guy gave me the same thing. I told him it was getting done since it was due for inspection and Toyota say 10,000 miles or one year. I’m less than a month away for my one year. So he did not argue with me. So every thing was done. I even told him make sure a new oil filter was put on. All good. One more oil change I have coming. Also I deal with them a lot so I made sure I have a good mechanic that did everything what I asked. He’s there 16 years. Nothing against these young kids but I want someone more experienced especially with oil change and alignments.
     
  12. Oct 8, 2020 at 1:05 PM
    #12
    nimby

    nimby in the drink

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    The quote that you posted says "normal factory scheduled service". With that language, the dealer can make an argument that "normal" is every 10,000 miles.

    I wouldn't get all worked up over it. The truck reminds you to change your oil at the "severe" interval instead of the "normal" one. No big deal.
     
  13. Oct 8, 2020 at 1:09 PM
    #13
    Singleminded

    Singleminded [OP] New Member

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    Good to know. Thanks. You'd think Toyota coulda told me that's how it works.
     
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  14. Oct 8, 2020 at 1:09 PM
    #14
    Dillusion

    Dillusion New Member

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    I can't argue with stupid over Toyota Care. The damn thing comes with a picture of what is done at every interval.

    If its not clear I don't know what to say.
     
  15. Oct 8, 2020 at 1:20 PM
    #15
    Singleminded

    Singleminded [OP] New Member

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    LOL you are correct about the picture, which is in the brochure that is a link within that link you sent. My whole point here (which you keep ignoring why?) and which I'm now making for the fourth time (cause you didn't read it any of the other times?) has nothing to do with what the free service plan offers. I never complained about the limitations of the free service plan. It's about the dealer not seeming to understand the existence of, or wanting to perform, Severe Conditions maintenance. They argued with me (and lectured me about synthetic oil not needing to be changed more often than 10K miles). Even though Toyota's own service manual says it should be at 5K miles under numerous conditions.

    I was also looking for a straight answer on what "Oil Maintenance Required" means, since Toyota couldn't give me one. Thanks to those members of the forum who provided a coherent explanation instead of trying to belittle me, like an old elementary school teacher, for saying something I didn't actually say.
     
    Last edited: Oct 8, 2020
  16. Oct 8, 2020 at 3:19 PM
    #16
    4Runner fun

    4Runner fun Just the beginning...

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    @Singleminded do listen to anything he has to say. He is a nuisance here & only wants to argue with people.
    I don't know if they changed anything with the 2020 but in the apps on the radio is a maintenance section. In there you can input milage & dates you would like to see service notifications at. There are numerous items it will track.
    It maybe a nother notification; but this is just my thought.
    Ryan.
     
  17. Oct 8, 2020 at 3:24 PM
    #17
    scottalot

    scottalot Stockalot

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    Bitching about bitching... two bitchings don’t make a right
     
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  18. Oct 8, 2020 at 3:43 PM
    #18
    Antman

    Antman New Member

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    Best thing you can do is, do it yourself. I started doing my own services. Less headache and is faster than going in.
     
  19. Oct 8, 2020 at 3:46 PM
    #19
    Singleminded

    Singleminded [OP] New Member

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    Thanks I’ll check that out!
     
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  20. Oct 8, 2020 at 3:50 PM
    #20
    Singleminded

    Singleminded [OP] New Member

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    Thx I typically change my own oil about half the time, or more often if there’s no free oil changes left on the car, but it looks like a bit of a hassle on the Runner. And more than that I’m hoping the experts will tackle the propeller shaft and chassis bolt parts of the service. I don’t have the knowledge or supplies for that.
     
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  21. Oct 8, 2020 at 4:06 PM
    #21
    billum v2.0

    billum v2.0 New Member

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    Take both my Tacoma & 4Runner to a different dealership for service for these reasons.

    Similar conversation on Tacoma at 5k miles (severe duty). Selling dealership Service Manager said nope, my dime for any maintenance other than tire rotation. Servicing dealership Service Manager said yes on full service, but counts as one of the two free oil/filter/lube under free maintenance schedule. Asked me to pay out of pocket to keep the 10k/20k recommended service intervals in place (evidently round peg in a square hole for him paperwork/reimbursement wise @ 5k with Corporate). Made sense, I obliged.

    Six of one, half dozen of the other. Servicing Dealership Service Manager better at communications/non patronizing conversations. Something to consider if you have another option within a reasonable distance.
     
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  22. Oct 8, 2020 at 4:07 PM
    #22
    A&P

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    4Runner is no worst to change oil than FJ or Tacoma. Depends on what yr you've experienced it on. Drain plug & canister filter or a self contained filter. No big whoo. :hattip:
     
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  23. Oct 8, 2020 at 4:13 PM
    #23
    Dillusion

    Dillusion New Member

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    I figure by now everyone would understand that reminder is a dummy light just reminding you for maintenance. Sorry for assuming. I bet they would have no problem providing the oil change under severe conditions if you offered to pay for it. But I also think they should of been smart enough to offer it at a cost as well. I do agree it says oil maintenance required is dumb but nothing we can do about it.
     
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  24. Oct 8, 2020 at 4:21 PM
    #24
    Singleminded

    Singleminded [OP] New Member

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    Thx I’m sure I’ll end up doing it soon enough. I’ve just been spoiled by cars with the oil filter on top of the block (some cartridges, some not). And never had to unbolt a bash guard to get to it or the drain plug.
     
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  25. Oct 8, 2020 at 4:25 PM
    #25
    Thatbassguy

    Thatbassguy New member? Really??

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    It's definitely worse than a second gen Tacoma.

    With my 2015 Tacoma, the filter was on top, and a canister. The cartridge isn't necessarily bad, but it's more messy. Plus, I have to remove the skid plate on the 4runner. This requires 2 more socket sizes. It's not terrible, but definitely a lot more screwing around.
     
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  26. Oct 8, 2020 at 4:29 PM
    #26
    Singleminded

    Singleminded [OP] New Member

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    Speaking of oil change, I was impressed by how clean the oil looks at 5200 miles. I can’t recall a car with oil that light in color after the first 5000 miles (and on most of my cars I did the first change at around 1000 miles!)
     
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  27. Oct 8, 2020 at 4:32 PM
    #27
    Singleminded

    Singleminded [OP] New Member

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    PS also, it looked like there’d only been the very slightest bit of oil consumption. Hopefully that continues — or even improves now that the engine is broken in.
     
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  28. Oct 8, 2020 at 4:32 PM
    #28
    A&P

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    MY 2008 FJ had filter on top, 2012 FJ had "remote cartridge element" PITA, 2015 Tacoma, Same as 08 FJ, YET SAME ENG!!! WTF Toyota????? Hell I can't remember last oil change I did 3k ago :eek::facepalm:
     
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  29. Oct 8, 2020 at 5:16 PM
    #29
    Antman

    Antman New Member

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    I have rci skids. The door deff makes it pretty easy. I can rotate my tires and change my oil in about an 60-90 minutes based off how motivated I am. It’s pretty simple tbh
     
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  30. Oct 8, 2020 at 6:18 PM
    #30
    Thatbassguy

    Thatbassguy New member? Really??

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    Yeah, it's not hard. But, still more steps and tools than previous vehicles.

    I do the same. Oil change/rotate tires every 5K. The rotation really keeps the tires in good shape.
     
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