2007 Camry - Service Issue Involving Oil Pan Damage

[rdpalgi]

I am trying to determine how to resolve an issue related to the replacement of the oil pan in my 2007 Camry. I took the Camry to Fred Anderson Toyota in Raleigh, NC to get the oil changed three weeks ago. The assistant service manager informed me that the threads on the drain plug and pan had been stripped during the previous oil change, which was performed at Rick Hendrick Toyota in Fayetteville, NC. He said that someone had either tightened the plug too much or used the wrong tool, and the pan needed to be replaced. He said that Hendrick should be responsible for reimbursing me for the replacement which ended up being $415.

I contacted Hendrick Toyota and delivered the parts to to them on my next trip to Fayetteville. Their service manager contacted me and said that they could find nothing wrong with the parts. He indicated that he had contacted the service manager at Anderson Toyota and discussed this. He said that the car had been "over serviced" and Anderson should give me a refund. We agreed that Hendrick would send the parts back to Anderson, and I would contact them regarding the refund.

When I contacted the service manager at Anderson yesterday, he said he had examined the parts and stood by their decision to replace the pan. He said that Hendrick was just trying to avoid responsibility. I picked up the parts from Anderson today so that they would not end up lost while I was trying to figure out the next step in resolving this.

While I was at Anderson, I bought a new drain plug so that I could compare it with the "damaged" plug. The new drain plug is about 1/4" shorter than the "damaged" one; however, the amount of thread on both plugs is identical, the additional 1/4" on the "damaged" plug is smooth. The fit of both plugs is identical on the outside of the pan, and both fit tightly. The only difference is that the smooth area of the longer one extends beyond the threaded area on the inside of the pan.I am guessing that this is the area that the Anderson service folks are saying is stripped. (SEE PHOTOS BELOW)

Further attempts to resolve this issue depend on which service department is at fault. What's the best way to confirm whether or not the replacement of the pan was necessary? Is there a way to address this with Toyota at the corporate level? My only other recourse at this point seems to going to court or filing a complaint with the NC dept of Consumer Protection, but first I would need to determine who is responsible. I would appreciate any advice on this. Thanks.

Becky

[gdanaher]

-There appears to be nothing wrong with the original drain plug, at least from the photo included. Is it magnetic? Likely so and would explain why it has a non-threadd extension to collect loose steel fragments.
-Sinced the two dealers are feuding about this one, you go to Toyota national customer service, tell them what is going on, provide evidence if asked, and let them handle it. This gives corporate a black eye and they can quickly resolve it.
-the term 'over service' is new to me, but quite telling. The only reason to replace the pan would be if the female threads in the pan had been stripped and your photos don't offer an answer to that one.

[workerant]

a lot of pointing fingers, that's all it is. It happen to me before at the dealer. My guess is one of them hire a newbie and he put it in wrong, than use the tool to tighten it which damage the female thread.

another reason to do oil change yourself.

[kenny1773]

I agree with getting corporate Toyota involved since one the dealers is clearly screwing you.

[rdpalgi]

Thanks for all of the advice. I checked, and the plug is not magnetic. As far as I can tell, the female thread is not damaged. Both screws fit tight and go in smoothly without any snags or drag. I would be surprised if there is any damage.

Anderson made no effort to contact the manager at Hendrick when they discovered this. They did not offer to show the damage to me, and it was my mistake not to ask them to show it to me when the part was replaced. When I spoke with the service manager at Anderson about the returned parts on Friday, he insisted that they were correct in replacing the pan but did not offer to show me or have someone else show me the damage. When I picked the parts up from them yesterday, no one could tell me what the problem was and the service manager was not there.

On the other hand, Hendrick went through a lot more trouble to address the issue. Hendrick is my hometown dealership, and all of my family members purchase and service their cars at Hendrick. We have never had any problems, and several times they have even given us complimentary services in addition to what we have paid for. I left the parts with them in Fayetteville. The service manager was very attentive and indicated he had several mechanics look at the parts. He contacted the service manager at Anderson, and shipped the parts to Anderson so that I would not have to drive back to get them or drive out to Anderson to deliver them. I suspect that Anderson is at fault here based on the fact that they have never offered to show me the proof that the parts are damaged.

I will contact Toyota on Monday to explain the situation. I am guessing calling the 800 support number is the best option for handling this.

[Mike Gerber]

^ Yes, give Toyota corporate customer service (They call it the Customer Experience Center.) a call at 1-800-331-4331 and speak to a representative. In my experience, Toyota dealerships respond quickly when Toyota corporate contacts them about a customer complaint.

I agree with the above posters that there is nothing wrong with either of the drain plug bolt threads from your pictures. It is impossible to tell if there is anything wrong with the female (internal) threads of the oil pan from your pictures.

Mike