A few months ago, I wrote about the hybrid battery that failed in my 2001 Prius at 71,000 miles, generating a $3700 repair bill because the battery was recently out of warranty. It’s time I explained the reason for my lack of follow-up posts.
Back in mid-February I got a call from the general manager at the dealership which had done the repair. He was calling not because of the rather robust online discussion of my experience, but because I had given the experience an unfavorable rating in a mail survey. (Yes, good to know at least someone at Toyota is paying attention to what their customers think.) After we discussed my issues he agreed that the matter had been handled inappropriately at his dealership and said he’d go to bat and try to get at least a partial reimbursement from Toyota. He also asked me to forward to him the letter I’d sent to American Toyota President James Lentz, summarizing my issue.
Two days later, on 2/18, this manager emailed me that:
Just got done speaking with my Toyota Factory Representative, she agreed with my assessment of the issue as well she agrees with your points you made to Mr. Lentz.
Based on that conversation it’s my guess you will probably receive a 100% reimbursement check in about 8 weeks at your Saratoga Springs address. Please understand I’m making no promises, but I feel it looks real good.
Based on that 8 weeks, I would have received the check in mid-April. When it didn’t arrive, I checked in with him and heard that:
Money is coming soon, should be no problem…..
Well, the money finally did arrive, on 5/25/10, and it was indeed a full reimbursement. I’m happy not to be out of pocket $3700, but I’m also happy that Toyota was willing to pay it which I don’t think they would have done if a huge number of Prius batteries was failing just out of warranty like mine did. (The cover letter made no reference to my history, by the way, just referring to it as a “goodwill check”.) So good news for me and good news for other Prius owners.
I recently had my 2002 hybrid battery go belly up. It was five months out of warranty, and only 66,000 miles on it. My service rep called Toyota, expecting that they’d pay got the replacement if I paid for the labor. Toyota came back with a $1000 discount which is STILL too much. As I was planning to buy a new car in about four months, I decided not to sink the huge amount of money into a car that I won’t own much longer. But I have to bus it around the city now to get to work and other locations. I felt that since I have such low mileage that they would replace the battery, but for me it is not to be apparently.
I just had to replace the hybrid battery on my ’02, with under 60000 miles on it. Not withstanding the price reduction announced in the 9/24/08 press release ($2299), of which I was unaware at the time of the repair, my dealer charged me $2885 for the part and another @$880 for the labor (although they comped some other items they discovered). Customer relations told me they wouldn’t consider any reimbursement.
These are both sad stories. Robert, I’m assuming by customer relations you mean the national # for Toyota? Keep in mind they and the local dealer’s customer relations dept are independent. I got no satisfaction from the national group and it was my local dealer who came through for me. So you should be sure you have exhausted both avenues of appeal.
Otis, I would love gain insight via email for steps you took towards James Lentz’ office and your successful outcome. I am about to write up the chain of corporate command. I also will be on blog, Facebook and Twitter to relay highlights of my “Customer Experience,” which ended with a semi-tragic call with my Case Manager. Toyota and my dealership’s “loyalty reward” offer: $1,000 towards my next purchase.” Huh? This individual car has been a virtual lemon in hindsight. The history of the 1st and 2nd gen Prius includes “corrosion,” “service bulletins” and other issues that all added up to negating fuel & fuel-cost savings (The environmental pile-up of exhausted batteries is another whole topic). I’m both saddened and stunned by the recent evaporation of good will and loyalty from my North Hollywood, CA dealership’s service dept. I had been told in 2009 when I first voiced my concern of this essentially hidden cost & built-in revenue for Toyota, that “[if you are loyal to Toyota dealership they’ll just replace the battery for free.]” ME, loyal, now on the other side of a 2001 Prius hybrid battery, dead at 86K miles and a $3,000 decision to make. My Prius “Doctor’s” earlier words now confirm what I suspected – just words, not guarantee, to keep me in the fold as even service relies on regular visits and loyalty for profit. Just asked him today for an off-the-record name he had given me for more cost-effective service choices. He’s having memory loss on that, too. I think Toyota is losing ground to Hyundai, and a company founded in Japanese culture of honor and loyalty is becoming a footnote to it’s Korean counterpart.
I just learned my 2001 Prius, with 113,500 miles, needs a new hybrid battery. My cost? $200. Dealer says Toyota will cover the cost of the battery and they’ll give me a ‘good-will’ discount on the labor. It’s nice to see that Otis got a full refund. Maybe $200 is all I’ll have to pay but I’m expecting something ‘unexpected’ like a new computer or other expensive add-on before it’s all said and done. Hate to be a skeptic, hope I’m wrong, want to believe Toyota is doing the right thing. I’ll let you know how this shakes out. 🙂
Hi Amy,
Can you email me? I am facing what you’re facing on my 2001 Prius (only 70k miles), and I sure would like to know which dealer hooked you up!
Thanks!
Claude
Claude and Amy: the WordPress comment feature doesn’t include a link to your email addresses. It would be great Amy (for general interest) if you’d post the name of your dealer. Meanwhile I will forward Claude’s request to you offline.
Thank you for making this information available. I have a 2002 Prius with 90,000 miles on it. Aside from body rust (which is surprising for a Toyota), I have so-far had no problems with the hybrid battery. I will read with interest the posts as they appear and report back when (hopefully IF) the battery fails. Would anyone care to offer their opinion on whether to spend $2000 on body repairs or purchase a new vehicle? I am age 70 and in very good health and I have longevity in my family (my mother is 97).
Stuart, I have an answer on this one. I’ve owned Generations 2 (your 2002), 3 and 4 Priuses and Gen 3 is definitely the best of the bunch. Dramatically better mileage than Gen 2 in spite of a bigger cabin. By Gen 3 they’d started to cut corners including taking out the backup camera as a standard feature. If you are looking for a vehicle to last many years, try to find a really cherry Gen 2.
I appreciate the response but am a bit confused as to what you are recommending. You say that the “… Gen 3 is definitely the best of the bunch.” and end by recommending that I find a Gen 2. Did you mean a Gen 3?
Also, do you recommend that I do that now, while the car is running well or wait until the battery needs replacing (of course, finding a “cherry” vehicle takes time and I use my car almost daily) ?
Sorry, yes I meant Gen 3 as my buying recommendation. At 90,000 miles you probably aren’t going to have problems with your hybrid battery if you haven’t thus far. The longer you wait the harder it will be to find a good Gen 3 so I’d start now but no hurry… wait for the right vehicle and price.
Thanks Otis and other commenters for all the help and ideas shared here. Wanted to share my experience as well. I have a 2005 Prius (bought pre-owned nearly two years ago) and a few weeks ago learned that the hybrid battery needed to be replaced. I was not happy to hear this (battery was just out of the 8 year/100K mile warranty) and the cost to replace was going to be $2588 for battery and ~$300 for labor. The dealership discounted the labor but directed me to Toyota’s Customer Experience hotline for help with the cost of the battery. After a lot of back and forth (lots of research on their part – how loyal am I to Toyota, how many Toyotas do I have, do I get my car serviced at the dealership, etc) they offered me $1,500 toward the cost of the battery. I would have preferred the whole cost but I will take what I can get!
Congratulations, Ellie. Getting a $2900 repair (including the labor) down to somewhere in the neighborhood of $1100-1500 (you didn’t say how much they discounted the labor) sounds like a win. Good technique for all to observe!
76000 miles and 8.5 years. Dealership tested and reported it could be either a marginal cell OR the test module. they replaced both for only $4800 and are currently fighting me over possession of the old parts. most unsatisfactory.