Stephen Wade Toyota

Mr [redacted] brought his vehicle in for a Utah State Safety inspection on February 22, We dispatched the work to one of our Toyota Master Certified technicians He found a leak on the power steering rack The leak was coming from the inner seal of the power steering rack, and the oil was collecting in the power steering rack boot Power Steering fluid breaks down rubber, and this boot had started to deteriorate, and had a break in it Most likely as CV axles spin the oil had not leaked on his garage floor, but had rather been flung under the vehicle and collected dirt and dust as he drove the vehicle.We informed the customerThen as he said, showed him the issue The State Safety law on this is that it can not be leaking and causing a drip We recommend replacing the rack when this happens as it will continue to leakIf you replace the boot it will eventually become saturated with power steering fluid and break again We explained this to the customer and gave him the option of replacing the boot so that it was not dripping, but he would have the same problem in time He chose to put the boot on it We did not recommend a stop leak product, because we do not use it on anything as it can cause other problemsHe has not seen a leak yet as it is leaking into his boot, that is catching the oil he is looking for Stop leak will not fix a bad seal, it may slow the leak, but it is not a repair that we are confident in Mr [redacted] was not forced to do the work we recommenced here He surely could have taken it else where for a second opinion He chose to do the work here We follow the Utah State Safety inspection rules as closely as we can We believe in the safety of our customersWe are not in the business of damaging customers vehicles in order to get more work I was involved with this situation and verified the need for the repair myselfThe power steering rack was leaking, and the boot was torn because of it Thank youGrady W [redacted] Service ManagerStephen Wade Toyota

Complaint: ***
I am rejecting this response because:I have been monitoring the power steering fluid since the incident and once the stop lead was added I have not had any drop in the power steering reservoir fluid. I have put cardboard down under the car for over two months and have not seen ONE single drop of anything on the cardboard. My understanding is that there is no pressure in the boot to make it explode. Therefore my conclusion is that it was an attempt to rip me off. And I still want to know what is the percentage of times that someone comes in for the inspection and is told they have a repair issue before the car will pass inspection versus just coming in for an oil change
Sincerely,
*** ***

The complaint with Mr *** *** has been resolved. Mr *** purchased a used Acura TL in January 2015. After he purchased the Acura, we replaced the alternator at no charge to Mr ***. Approximately a year later the alternator we out. Jared W*** contacted Mr ***
and explained the warranties with Auto Zone (The alternator provider). Mr*** did not contact Stephen Wade Toyota or Auto Zone until after the repairs were completed, therefore he did not utilize the warranty. This was explained and the complaint is resolved.Thank you for the opportunity to contact Mr***.Todd M***

Mr [redacted] brought his vehicle in for a Utah State Safety inspection on February 22, 2017.  We dispatched the work to one of our Toyota Master Certified technicians.  He found a leak on the power steering rack.  The leak was coming from the inner seal of the power steering rack, and the...

oil was collecting in the power steering rack boot.  Power Steering fluid breaks down rubber, and this boot had started to deteriorate, and had a break in it.  Most likely as CV axles spin the oil had not leaked on his garage floor, but had rather been flung under the vehicle and collected dirt and dust as he drove the vehicle.We informed the customer. Then as he said, showed him the issue.  The State Safety law on this is that it can not be leaking and causing a drip.  We recommend replacing the rack when this happens as it will continue to leak. If you replace the boot it will eventually become saturated with power steering fluid and break again.   We explained this to the customer and gave him the option of replacing the boot so that it was not dripping, but he would have the same problem in time.  He chose to put the boot on it.  We did not recommend a stop leak product, because we do not use it on anything as it can cause other problems. He has not seen a leak yet as it is leaking into his boot, that is catching the oil he is looking for.  Stop leak will not fix a bad seal, it may slow the leak, but it is not a repair that we are confident in.  Mr [redacted] was not forced to do the work we recommenced here.  He surely could have taken it else where for a second opinion.   He chose to do the work here.  We follow the Utah State Safety inspection rules as closely as we can.  We believe in the safety of our customers. We are not in the business of damaging customers vehicles in order to get more work.   I was involved with this situation and verified the need for the repair myself. The power steering rack was leaking, and the boot was torn because of it.  Thank youGrady W[redacted]Service ManagerStephen Wade Toyota