Having a problem with your Toyota but not getting help from your dealership? Here are key contacts at Toyota North America who want to hear your concerns. While they all have secretaries it helps to leave your message after work hours so they have the best chance of hearing your voice directly. Please tell them Marc sent you.
Jim Lentz
President and COO, Toyota Motor Sales - 310-468-6285
Nancy Fein
VP of Customer Relations, Toyota Motor Sales – 310-468-5277
You can also reach other executives by following these simple instructions to manage their voice mail system
- Dial their direct line at 310-468-4000
- Select “2″ from the first menu to dial-by-name
- You can find a list of key Toyota executive names on this website
- After finishing the message hit “#2#” to mark the message urgent and send it.
- You can then dial another extension by hitting “*t” and then hitting “*a” to dial by name, again
IF you get “call blocked” (you call and the call just mysteriously drops) you can either use another phone OR simply find out how to do one-time caller ID blocking of your phone number. For Verizon you dial *67 then the phone number then “snd”. So if you are trying to reach Mr. Lentz its *673104686285 (Send)”
Also for more information on how to get the most out of Toyota for your troubles look at this page.
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I am disatisfied with the Toyota I bought. I would like to speak with someone on other options.
(phone number removed for privacy protection)
Dear Mr. Lentz,
As a very loyal Toyota customer for many, many years and currently both owners of Toyota Camrys we felt comfortable buying another Toyota once we heard all the recalls would be taken care of … Because of this, this past summer we went ahead and gave our daughter the money to buy our granddaughter a Toyota Rav4, 2010. She is a new driver and has to drive quite a distance to school on a major highway and we wanted to make sure she was in a safe vehicle. But, we are finding we may be wrong. It would appear that an inferior grade of plastic is now being used on the fenders/bumpers which came to light when she pulled into the crowded parking lot at her High School. She went to swing into a space next to a parked car and her front bumper, on the corner, hit the other car.
This is where the story takes a turn for the worse. It was a gentle swipe at the other car leaving absolutely no dents or damage and the owner didn’t even take her information, as there was nothing done to his car. On the other hand, our granddaughters fender/bumper was cracked from top to bottom. As she was going at minimal speed as evidenced by the fact that no air-bag deployed we have tried everything we’ve been able to do around here to rectify this situation as we believe this is another fault in your cars and a recall situation.
We have an email correspondence from a manager at Boch Toyota in Norwood, MA that actually states that the plastic is “flexible” and that is why it cracked. She obtained this information from a man in the body shop. We also talked to others and we have a case number through your customer service organization.
I have to believe that you can see that this is a most ridiculous statement as flexible would mean it would not crack. That would require it to be rigid and devoid of flexibility.
We are more upset about what has happened because neither she, nor we, nor her parents can afford the close to $500 it would take to replace it, and this car was purchased with the intent of it being passed after two years to her younger brother and then to an even younger one. We suspect by that time with even a couple of more minor incidents the outside of the car will be a disaster. Next, we are upset because we gave our daughter-in-law the money to buy a car when her big SUV died just a short time ago, and she bought a Camry, but a 2011. Should we expect the same thing to happen to her if she should have what some would term a minor ‘fender bender’, because if we should then a recall is most appropriate.
The irony is I hit my car on the fender at exactly the same place my granddaughter did. My car is a 2005 and it most certainly did not crack, nor was I jolted by the impact, nor did an airbag deploy (I didn’t think it should have), and our my son was able to go under the car and simply use a rubber mallet to pop the good size dent out and nobody knew it ever happened.
Please help us. We do what we can for our children and grandchildren in leiu of going on vacations an such, but we don’t enjoy continuing to support Toyota if we are buying what appears to be an ever-growing inferior vehical.
Thank you for your time.
Sincerely,
Susan Heckmann
Please, please respond!
Dear Mr. Lentz,
Ref: My Toyota Corolla, VIN 1NXBR32E96Z617922 Year 2006
Case No. 103072167
My aim is to stress in the most refine manner my anguish and despair not very much deserved to a loyal Toyota consumer for the 2nd time on the road.
Your Dealership located at the Doral area (South Florida Toyota) based on local decision has determined,
That the motor failure was caused by an out of market oil filter installed at a local oil change Shell Station, nonsense to my knowledge since all my oil changes for both Toyotas are performed at the same location.
Currently owned 2 Toyota Corollas; years 2002 and 2006 my first Toyota now has 150000 miles
and my second one 27,950; this one relates to my claim.
The schedule maintenance for both of my cars are always performed at the Shell location and have never experienced any wrong doing, not to mention the supposedly out of market oil filters as stated by the dealership shop.
My 2006 Toyota Corolla referring to this case had presented the following problems:
If this car had not been running in high performance it should had at least show a signal of malfunctioning on the dashboard. This never happened.
Much to my surprised this car was purchased back in November 12, 2005 and only has 27950 miles, an engine with these mileages is practically new with very little possibility of burning as quickly as it did in accordance with your store diagnostics. The Toyota shop had no other reason than to claim its failure due to the non standard filter used by the station that previously performed the oil changed for the car.
My knowledge of the Toyota guarantee policy is 60 miles or 5 year; my car failed at 5 years old and 27950 miles precisely.
My only purpose is for Toyota Corporation to value my case and take an aim to make me feel anxious again to purchase another Toyota vehicle in the near future.
Toyota has been going through a lot lately and I do not want to believe that all it has been said about Toyota is a reality and not a coincidence, or a media mechanism build up to damage the reputation of a company competing in a mass production market.
I, through these means ask Toyota to re value my case considering my loyalty to the Toyota Corporation as a returning client.
I had a dream that Toyota was going to be fair in estimating my case and will do their very best to keep me as a client, the client services provided was not even close to my satisfaction and expectation.
Please reconsider my case and make a move to facilitate me with a satisfactory reply of a helping hand that will change my opinion about Toyota and its products.
Thank you,
Carmen Fernandez
Carmen, How did this work out for you? I am having a similiar issue with Toyota Peruzzi of Hatfield, Pa. Bought the platnium warranty for 100,000miles or 2014 year. Having a cylinder 4 misfire and now they want to tell me that they can’t truly diagnos the problem unless I allow the to take the entire engin apart to point of failure which maybe at my cost. Saying it could be the lack of oil or oil changes since it wasn’t done at their shop. My mechanic is very reliable. But obviously my warranty that Peruzzi pushed me into buing for $2000.00 is not reliable.
Its been four days straight of leaving messages and go figure everyone is out of the office but will check messages and get back to you ASAP. I wonder what their definition of ASAP equals? Anyone else want to jump on my band wagon and have an official investigation? eashine16@gmail.com
hi mr lentz i had aball joint brack on my 2003 toyota and would like you to help me with this i am a loyal customer for many years this was a recall ball joint back in 05 please please respond
My husband and I are probably Toyota’s biggest fans…that was until about a month ago. We have owned and been extremely happy with 6 out of the 7 different Toyota vehicles we have had. We recruited friends and family to purchase Toyota because “they stand behind their vehicles” that seems to be not the case anymore.
We purchasse a 2011 Toyota Sequoia Limited brand new in March of 2011. In February of 2012 my husband and 11 yr old daughter drove about 45 miles north to purchase cross country skiis for her. On their way back, they stopped at our cabin to check things out. My husband drove into the driveway and became stuck in about 6 inches of snow. He put the vehicle in 4wheel drive and proceeded to try and move the truck forward, it didn’t budge. He walked up to the cabin to grab a shovel and cleared away the snow from all tires. He got back in the truck and tried again to move the truck forward and then put it in reverse to try and move it back. He opened the truck door to look at see if the tires were spinning and he noticed the rear tires were not spinning. He put the truck in park, put it in 4 low and tried again. He couldn’t understand why it wasn’t moving so he called a neighbor who drove onto the property, drove a circle around our vehicle, and connected the two and pulled our Sequoia out to the main road. When my husband proceeded to head home, he put the truck in drive and noticed a grinding noise and it seemed to shift hard.
The next day my husband had to leave on a business trip for the week. He drove the truck to Wausau to have it serviced and to see what was going on with the transmission. He mentioned he would be gone for the week and hopefully they could resolve the issue while he was gone. When they called my husband to let him know that the transmission was blown and the differential, they immediately told my husband the warranty would not be covering this issue due to abuse. My husband asked what he did to cause the issue but the service mngr said he couldn’t see what caused the problem, but that it appeared to be abuse. My husband tried telling his story that he didn’t believe he did anything wrong to cause the problem and would like to know what he did? The service mngr again said he couldn’t say, but that it was abuse. We can not accept that, we did not abuse our vehicle.
We contacted the dearlership where we purchased the vehicle (not the dealership we brought the truck to) and they were even surprised that this dealership made these claims. We have contacted other dealerships and transmission specialists that can’t figure out how they came to this conclusion. Unfortunately we believe if we brought our Sequoia to the dealership where we purchased the vehicle, this probably wouldn’t have happened. On another note, we were in negotiations to trade in and purchase a 2012 Toyota Sequoia Limited and to purchase new each year we were cabable with the dealership we bought this vehicle from. We feel the dealer in Wausau we brought our Toyota to is bitter that we didn’t purchase from them, but they had put a foul taste in our mouth when we pursued the 2011 Sequoia and decided against using them as our dealer except for the maintenance.
We need help with this situation, we have tried calling, not Jim Lentz, but he will get called next. We are loyal Toyota buyers and want to be treated like one otherwise we feel we need to move on and honestly I don’t want to. Stand behind your vehicles Toyota, you have in the past and you need to continue in the future to maintain a strong company!!
I have a 2001 Camry LE. Yes, its 11 yrs. old but it’s a Camry! You expect a lot from a Camry. I’ve had older and cheaper cars but never had a car when the driver door handle broke off. When It broke off, I realized its nothing but plastic!!!!! What genius at Toyota decided an essential part like a door handle which is used every time you drive your car, should be made of plastic?????? I now have to use a screw driver to wedge under the latch to open the door. The only other alternative is to get in on the passenger side and crawl over the gear box. Thats not a pretty sight or an easy feat for a 72 yr. old woman. I can’t afford to replace my door. I do know one thing – I’ll never buy another Toyota!!!!!!