I want to start by saying I love my prius. One day while grocery shopping I noticed what looked like a stress crack in the plastic. I called 3 separate times about a crack that had spontaneously appeared on the trunk below the logo on my gen 5 Prius. If you look this issue up it is common for the gen 5 Prius models, many customers have noted this and got it replaced under the Toyota basic warranty since it's a fault of the part. Each time I called the service agent wanted me to agree to pay $185 for a diagnostic fee. I told them I don't need a diagnosis, it's the crack on the exterior plastic and I just wanted to know if they would replace the part under warranty. I wanted a warranty evaluation. They said they never heard of this issue before and would not do a simple warranty eval. They repeated that they would need to schedule me for a diagnostic and I would need to pay $185 regardless. They said that if they determined that it was my fault, or someone else even punched or damaged my vehicle then the money would go towards the repair that they couldn't even quote me on, but if it was covered under the warranty the diagnosis fee is for them simply looking at my car and determining that. I made sure to clarify "either way I'm out $185 because of a faulty Toyota part?" Which they confirmed. I highly suggest the manager listen to these phone calls. I called Royal Moore who agreed to schedule me for a warranty consult. I showed up, they took a quick look and said "oh yeah I've seen this before, how about we get this taken care of under the 3yr/36k warranty for you?". Less than 10 minutes for the advisor to just look at the crack. A week later I got the part completed replaced for free (under the warranty of course) at Royal Moore Toyota. Beaverton Toyota has been very difficult to work with in the past, refusing to order parts for me they claimed didn't exist. I told them "can I give you the part number, I have it here from the website", and the guy I spoke with straight up told me "no I don't think it exists". To them it feels like they only care about how much they get from each customer, not how long they can retain them. I will only go to Royal Moore now even though it's out of the way and 10+ miles extra from home than Beaverton. Please, I beg for someone to review this case and make sure it doesn't happen to another customer. It may make money in the short term to squeeze as much as possible from each customer, but long term you will lose customers to dealerships who will treat you as human.
