I have a 7-month old Toyota Highlander and purchased an extended warranty on the car - I love my car, but recently there was a fluke issue with the strut on the tailgate that came off the door and swung out and cracked my taillight. I took this to Oakville Toyota - which is the closest dealer to my house (I bought the car in Brantford, but was choosing to use Oakville for my service needs).
Shem, the service manager I was assigned, said they could not understand how the strut came off, but that was fixed, but the taillight breakage was not covered by my extended warranty, even though they understood it was not my fault, but he was worried the light would have issues because water could get in - and said, "I spoke to my manager and he would give you a discount on the $550 light." I pushed back and they should cover it and he asked if I wanted them to fight Toyota to get them to honour the warranty. I said yes. He said I had to call back to tell them the next day to tell him what I wanted to do which I said would not change - I wanted it covered under my warranty since it was an issue I did not create, but one caused by a malfunction with the strut. I called back the next day saying that again and he said, you need to call Toyota Canada yourself to make my case.
I called Toyota Canada and they explained everything and their respose was that it was not up to them -it was a the discretion of the dealer and they would listen to the dealer about covering the light. When I phoned Shem back and told him that, he sounded shocked that that was Toyota Canada said it was at the dealer discretion and said, "Ok - I will call you back." That was 6 days ago and I have heard nothing from him.
I spoke with another dealer and they said they couldn't believe that I was asked to call Toyota Canada. This is a brand new car with an issue that had nothing to do with me and this Oakville service manager acknowledged it and yet they are trying to get someone to pay for the labour rather than honour the warranty. It is completely short-sighted because now, I will drive further to get my vehicle serviced rather than go to this dealer that has zero regards for customer service.