Dear Scotty, I had to reach out. My 2012 Scion XB (with Automatic) with 138,000 miles on it was 4 quarts low on oil after only driving the car 2,000 miles after an oil change. After doing a bit of digging I found out about a somewhat hidden warranty extension program that Toyota did to avoid a class action suit from going through years ago. Although when you type in your VIN at Toyota.com there isn't any mention of it and I never got any sort of letter or notification when I visited the dealer. Our Scion is my families only car, and we can't afford at the prices that new cars are at to get a new one. Toyota says that the warranty expired in December 2021 and there is nothing they can do. I've been through numerous phone calls and they say I'm out of luck. After something like this, I can't say I'll be buying a Toyota anytime soon. Below is a final letter to the company detailing my issue with the car and the customer service experience. Wanted to share with you. Thanks for all of your videos and time. Have learned a lot watching your channel. ~ Kyle 

Dear Toyota,

For the last year I have noticed that I have been low on oil during the end of the service interval

on my 2012 Scion XB. In March 2022 I checked my oil in the morning as I do regularly. I was

four quarts low on oil after being only 2,168 miles into my service interval. So I went to the

Toyota website to see if there were any new or outstanding recalls and all I found was a notice

about the TRD Brake Kit which I didn’t have. So I started doing some digging and it wasn’t until I

found the ScionXB forum that I learned there was a class action lawsuit for an oil consumption

issue impacting a multitude of Toyota vehicles including mine. I was perplexed because I never

received anything in the mail or was told when I visited my local dealership that this was an

issue potentially plaguing my vehicle. I noticed that some people on the forum were talking

about Toyotas remedy was to offer owners with up to 150,000 miles on their vehicle or 10 years

within the first date of use the necessary piston, rings, and valve seal repairs at no charge. Keep

in mind at this time our vehicle had 137,930 on the dash.

Learning of this issue I immediately called Toyota and explained to Andre the issue that I

thought I was having. Andre explained to me that although I was still under the mileage, that the

warranty extension had expired in December 2021. Andre went onto say that he could see that

my family and I have been loyal Toyota customers for many years and that the best thing to do

would be to have an oil consumption test performed and then once it was determined I was

burning oil, he could look into helping me. So I called my local dealership and set up the earliest

appointment (which was 4/9/22) . I paid the $153.14 and then was instructed to put 1,100 miles

on our car. On 4/14/22 I went back to the dealership to have my consumption evaluated and

after waiting at the dealership for over four hours a master technician found that my car had

failed. The service advisor, Rosie Pineyra informed me that the estimated cost of repairs would

be around $4,500.00 to our vehicle.

On 4/15/22 I spoke with a Tier 2 representative, Daniel and he informed me that the warranty

extension had expired and that he could not extend it. However, Daniel told me that now that I

had gotten the oil consumption test he could now conduct an investigation, call the dealership,

and see if there was any form of “goodwill” that could be extended to me. Daniel explained that

in these types of cases money is given to individuals towards repairs at dealerships. Daniel told

me that he was going to look into all of this and be in touch within two business days (4/19/22).

Tuesday 4/19 came and went and I did not hear from Daniel. I gave him the benefit of the doubt

that he was busy and that he would reach out when he had time. 4/26 rolled around and I still

had not heard anything from Daniel so I called him. When I finally got in touch with Daniel he

had little to no recollection of our conversation and it was clear that he did not take adequate

notes when I had spoken to him prior. In addition, he had not called the dealership nor had he

looked into any “goodwill” as he had assured me. It was becoming very apparent to me that his

primary focus on 4/15/22 was to de-escalate the situation and get me off the phone. Daniel

seemed shaken and not sure what to say other than there was nothing he could do for me.

I then requested that Daniel have his supervisor, Jeremy, give me a call. When I spoke with

Jeremy he said he was sorry but he would have never told me to get an oil consumption test

and would have never alluded to any sort of goodwill. Jeremy told me he would look into things

from a managerial standpoint but that there was nothing he could do for me. Now in my opinion

this is where brand loyalty lives or dies. In this case, my entire family has been incredibly loyal to

the Toyota brand. My father, mother, sister and I all have owned numerous Toyotas and

currently own Toyotas. Afterall, Toyota stands on the values of longevity and quality in their cars;

cars that will outlast and out mileage nearly every competitor. However, my situation is incredibly

unnerving given the entire scope of what I have had to deal with over the last few months and

Toyotas willingness to wash its hands of it all. What really gets me is that in 2011 Toyota issued

their single bulletin via mail stating that some Scion XBs from 2008-2009 had these defective

parts (in this case pistons). And yet those defective parts despite having a known issue

continued to be put in vehicles that were sold, including my 2012 Scion XB. To make matters

worse, despite all of the technology in the world today, I never received that paper bulletin, nor

an email, nor a heads up from a service manager that this was an issue I should look into. I do

however, get emails, texts, and phone calls regularly asking if I want to sell my car or if I want to

buy another Toyota.

I will leave you with this. Our 2012 Scion XB is my family’s car at the moment. It has treated us

well up until this point. One would think that our car should last another 50 to 100,000 miles.

However, given this oil consumption issue, it is unlikely that it will ever live up to the standards

Toyota relies upon to sell thousands of cars per day. I have a young family who is quickly

outgrowing our car. There will come a time in the near future where my wife and I must

purchase a new car. And yet given this situation I will think twice about ever buying another

Toyota. It truly saddens me but I don’t believe Toyota cares. Thank you for your time.