Hey all, This is my first post to this site. I hope I can get some valuable insight on my problem, and/or where to escalate next.
I bought my '04 4-Runner Sport new from a local dealer. After about 10k miles I started to hear a low frequency oscillation and vibration in the steering wheel at very specific highway speeds (72), much like what a bad wheel bearing might sound like. I immediately suspected tires, so I balanced and rotated the OEM Dunlap equipment. No change, so I took it back to my dealer for a checkout.
Here's where the fun starts. After a full day, they told me it was exhaust frequency noise and there was nothing they could do. Very unsatisfied with this answer (I mean, new truck, lots of noise, "nothing we can do" - live with it, aarrgghh!!!), I escalated it to the service director. Two weeks later I brought the car back so a factory regional "expert" could diagnose my problem. Much to my surprise, I was told, my truck had a "harmonic" at that speed and it was perfectly normal operation for that model and year, but it MIGHT go away in time. I asked for it in writing, so my warrantee would cover after expiration and was told "sorry, we can't put anything in writing". So I went on to test up an meeting with the GM of the dealership to further escalate. He understood my frustrations, and offered me a "deal" to replace my '04 (with 10k miles) plus $9500 to get into an '05, but could not tell me anything that was done to the '05 to make this go away - how nice of him. He was basically charging me roughly a $1 a mile to get rid of a problem with my truck. I don't want special deals, I just want my NEW truck fixed!!
With blood pressure now starting to go off the chart, I test drove three brand new trucks and one used truck (same model, same year, same equipment) and as suspected, NO noise or vibration on the EXACT stretch of highway and speed. When asked why my "normal" mode of operation was getting worse (louder noise and more vibration at a wider ODO range (now 68-75) I was completely blown off and told basically to go away.
Now really miffed, I escalated my case to arbitration through the Toyota web site. They told me to go back to the dealer because they were "the experts with the right tools and training to diagnose my problem". Keep in mind here, after three trips to the dealership, no one had so much as lifted a screwdriver, pulled a wheel to look at a bearing, rotated a tire or done ANYTHING to help diagnose or validate my complaint. During arbitration, I was met by and independent evaluator and a Toyota representative, (who BTW never saw my truck, never test drove my truck to validate my complain, and never answered any of my questions). After an hour of me stating articulately what had happened over the last three months, I was told my complaint was not a safety hazard, did not reduce the reliability of the vehicle, and did not decrease the value of the vehicle. When asked why I could not reproduce this problem with four tested exact trucks, I was further blown off with "I don't care if you never recreate this issue with ANY of our trucks" and repeated NO safety, NO reliability and NO decrease in value... CASE CLOSED, and the "so called independent arbitration evaluator" agreed.
So, now stuck with a lemon, that the dealer and factory representative claims perfectly normal, but can't explain why we can't make it happen with another vehicle, Arbitration closed, and noise getting so loud now my stereo won't go up high enough to drown out the constant highway noise. Hmmmm, think I'll buy another?? Any suggestions from any of you out there as to where I might go next??
Thanks to anyone who may provide some input.
-frustrated owner - 4Runner4SALE!