In May of 2019 Zachary Harris took his 2013 Scion FRS into Fowler Toyota of Tulsa to perform the J02 Valve Spring recall.
The work statement from the Fowler Toyota of Tulsa states:
The mileage was at 60,001 which is incorrect. As evidenced by an invoice from Robertson Tire dated August, 9th 2018 showing the mileage of 60,432.
There is a warranty of 12 months that covers parts and labor regardless of mileage.
The technician who performed the J02 recall service was Matthew DeChaine and the Service Advisor was Bryan Marinez.
On February 29th, 2020 the vehicle spun a bearing in the engine due to oil starvation as a result of too much sealant being applied to the engine by Matthew DeChaine during the J02 Recall service in May of 2019. The car was towed to Fowler Toyota of Tulsa for repair per the warranty on the recall work done in May of 2019.
Fowler Toyota refused to honor their work and the warranty on the engine work they performed during the recall to repair the vehicle. Andrew and Zachary Harris tried to work with Matt Benson at Fowler Toyota to resolve the issue.
On March 17th, 2020 Andrew and Zachary Harris visited Fowler Toyota in person and talked directly with a technician. The technician (Zack) had pulled the oil pan and oil pick up screen without the owners authorization before they arrived and evidence later showed that the sealant in the oil pick up screen had been cleaned out in what appeared to be an effort to tamper with evidence. The technician claimed that this problem is not a result of faulty recall work but that it “just happens” and that the engine is a Suburu.
Andrew Harris reached out to Toyota customer service directly in another attempt to get them to take responsibility for the repair. Toyota reached out to Fowler Toyota and after that conversation Toyota told Mr. Harris that they (Toyota) trust their dealers and they would not take responsibility for the repair. According to the service department at Fowler Toyota the spun bearing was not a result of the recall work they performed. Nor would they cover the repair under the warranty of the work on the recall.
On March 27th, 2020 Zachary Harris had the car towed from Fowler Toyota of Tulsa to Ferguson Subaru to have an experienced master technician look at the vehicle, John T. Reese. Mr. Reese worked at Fowler Toyota of Tulsa with Matthew DeChaine previously and was now working at Ferguson Subaru and had experience with both Toyota and Subaru vehicles. John T. Reese was able to find evidence of sealant in the vvti filters. Andrew and Zachary Harris paid John T. Reese to replace the short block in the FRS.
The Harris family have purchased nine vehicles made by Toyota over the course of the past three decades. They’ve continued to be a loyal customer of Toyota because typically and until now Toyota has demonstrated quality, service and reliability. Over the past several years they have noticed more recalls and declining levels of service from Toyota and the local dealerships. This experience has by far been the worst yet. This experience makes them question the quality, the service and the reliability of Toyota vehicles and puts their brand loyalty in great jeopardy. The Harris family is asking for Toyota to reach out to them and provide reimbursement for the expenses incurred to replace the short block and repair the vehicle as well as an apology from Toyota Customer Service and Fowler Toyota.