I have taken the time to send Toyota Motor Sales USA.
Here is my letter: (Response follows)
Toyota Motor Sales, U.S.A., Inc.
19001 South Western Ave.
Dept. WC11
Torrance, CA 90501
RE: 2006 & 2007 FJ Cruiser Rear Differential Issues
To Whom It May Concern:
I am concerned about the safety and reliability of my 2007 FJ Cruiser. I am uncertain about whether Toyota will stand behind this vehicle and the people who have also purchased FJ Cruisers. In particular, I am seeking reassurance from Toyota Motor Sales, U.S.A., Inc. that the warranty I received when I purchased my brand new 2007 FJ Cruiser will cover the rear differential of my vehicle. Both through written accounts I have read, and through the experiences of friends who also own FJ Cruisers, I have reason to question the reliability of this part. I am asking that you please read my experience detailed below, and let me know how Toyota intends to address this issue and if Toyota is able to continue marketing the FJ Cruiser as a safe, reliable, and capable four-wheel drive off-road vehicle.
On June 27, 2007 I purchased my first Toyota vehicle, a 2007 FJ Cruiser 4x4 from Team Toyota (866-235-3848) in Lithia Springs, Georgia. Shortly after purchasing the vehicle, I joined
www.fjcruiserforums.com and I read about possible issues in the rear differential on early models stemming from improper heat treatment of specific components by the manufacturer. All of the accounts by FJ owners showed that the problem was being handled by Toyota in a professional manner, by replacing what was acknowledged as a defective part. The recent experience of one of my friends has been the opposite experience, which has let me to become very concerned about continuing to own a Toyota vehicle. Below is a summary of the events that led to my feelings of concern.
During the weekend of September 7-9, 2007, I had the opportunity to learn about the off-road capabilities of my vehicle first-hand with the East Coast Toyota Trail Team at an event sponsored by my local Toyota Land Cruisers organization. Upon arrival, the Trail Team headed out to preview the trails we would be driving the next day. Within 20 minutes, we got a call on the radio that one of the FJ Cruisers had broken a rear differential and was being towed to Milton Martin Toyota in Gainesville, GA (770-532-4355). The following day, a privately owned FJ Cruiser also broke a rear differential and ended up being towed to the same dealership. This experience provoked discussion about the reliability and durability of the FJ Cruiser. Other owners indicated that they had experienced the same problem in the past, and that Toyota had covered the repairs under warranty because of the known defect in early models of the FJ Cruiser. Though I completed the trails with the help of the Toyota Trail Team’s expertise, I have great concern about the possibility that I could experience a failure of my rear differential on future off-roading expeditions. I am upset because I initially purchased the vehicle after extensively researching many similar vehicles, with the intent of using mine for off-road driving, and felt that the FJ Cruiser was the best of its class.
The following week, we learned from the private owner that Milton Martin Toyota decided that the broken rear differential was from “abuse” and refused to cover the repairs under warranty. The owner indicated that the report was transferred though “Toyota Corporate” and now no dealership is authorized to make repair, including Toyota Mall of Georgia (678-714-0120). I believe a lawsuit is pending.
I understand that this may be an isolated example, but reading about the issues on
www.fjcruiserforums.com indicates it may be more widespread than the four cases I experienced and heard about while riding with the East Coast Toyota Trail Team. I have concerns that I could experience problems with the rear differential even while driving in the city, if I drive over a pothole or a rough patch of road. Until I hear back from Toyota, I am garaging my FJ Cruiser (just over 9,000 miles on the odometer) and driving my 1998 Ford Contour.
Respectfully,
Phillip McGinnis
Toyota's Response
Dear Mr. McGinnis:
Thank you for contacting Toyota Motor Sales, U.S.A., Inc.
We apologize that you are displeased with the quality of the rear differential on your 2007 FJ Cruiser.
We have checked your VIN (Vehicle Identification Number) and determined that your 2007 FJ Cruiser is currently not involved in any Special Service Campaigns or recalls and there are no Technical Service Bulletins that would address the concerns you describe.
The warranty coverage for the rear differential is 5 years or 60,000 miles, whichever comes first from the vehicle’s date of first use which is 06/21/2007. Once the vehicle is outside of these warranty guidelines the cost of repairs becomes the owner’s responsibility.
Determination of warranty coverage is done by a Toyota dealership inspection of the vehicle. The warranty is in effect unless the dealership determines that the cause of a particular concern is not caused by the manufacturer.
We understand your time is valuable and we want to assure you that your feedback will be used to review and improve our products. It is through correspondence such as yours that we become aware of the reactions and expectations of our customers.
We also invite you to review our Warranty Coverage FAQ (Frequently Asked Questions) regarding the warranty parameters for your vehicle.
Your email has been documented at our National Headquarters under file #(Edited). If we can be of further assistance, please feel free to contact us.
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