Frustrated with Toyota Pleased with Brent Browns Service
November 6, 2018
The power steering was acting rough in my 2013 Toyota Tundra. I didn't think it was anything major. I had the Brent Brown service team inspected it and they informed me the gear in the steering had failed. The failed gear resulted in metal shavings throughout the system requiring a new pump and gear. A devastating $3600.00 repair. I purchased my Truck new, it wasn't lifted, I rarely tow anything and other than a dirt road it's never been "digging". The truck's' primary responsibility to drive me the 17 miles back and forth to work each day. ALL my maintenance has been with the dealer. I was floored that the gear had failed. So was Brent Brown. Unfortunately I was at 46K mile and 3.5 years old, just out of warranty. John after going through this event with me pro-actively sought help from Toyota. He attempted to have them cover the cost of the repair as a manufacturer defect. He consistently followed up with local and regional personnel to help cover the cost . He was polite and kind on each call. The process took some time, but he was successful in getting Toyota to cover some of the cost. Toyota volunteered to replace the pump ($600), but left the gear to me ($2850). It doesn't make much sense to me why they'd cover the pump and not the root cause, but I'm grateful to John for securing something. I would have obviously preferred Toyota to either point out how I was responsible for this part failure or taken responsibility for a defective part and repared it. Things being what they are I can't afford to drop $3K to fix Toyota's faulty gear with genuine Toyota parts (The part alone is $1038). So I had John replace the pump as promised and then transferred the vehicle to another shop to complete the rest of the repair. I was worried that Toyota or Brent Brown would back out of the offer to repair the pump since I wasn't having the primary repair done at their shop. They did make me pay for the flush ($200), but John was helpful in accommodating in transferring the truck. He even text me to let me know it had been pick up. I'm frustrated the only car I've ever purchased new, the Toyota I bought for reliability failed me. I'm frustrated Toyota didn't guarantee their work. I've heard of lots of car troubles, but a failed rack and pinion gear on a non-lifted truck...It doesn't happen...right??? However, John did the best he could with a bad situation and saved me an extra $400 by getting Toyota to cover some of the cost. Thank You John. I feel confident recommending the Brent Brown Service Team. I wish I could say the same about Toyotas.