QuestionWe had no cool air from the AC so we took our 2004 Sienna to the dealership, which told us our compressor failed (internal leak, compressor lost oil and self-destructed). They quoted $4131 ($2211 parts, $1920 labor) to replace the compressor, expansion valve, lines, and condenser, explaining that metal got all through the system and everything needs to be replaced. I am inclined to (a) get another opinion on the problem, (b) see if Toyota will cover this though, at 66K miles, it's out of warranty, and (c) get another quote on the repairs. Any thoughts? Do compressors self-destruct like this often? Does the proposal to replace the entire system sound appropriate? Thanks for any insights.
AnswerHi Michael,
Yikes. I'm not sure about another opinion... unless it's another Toyota dealer. I'm not knocking the independents, but the dealer knows the pitfalls of that particular vehicle, under those circumstances. Perhaps an independent automotive shop specializing in A/C, but they are few and far between.
I would definitely pursue Toyota on this. Historically, the Japanese manufacturers have been very strict on their warranty coverage, but they have loosened up a bit to catch up to the domestics. I would start talks with the Service Manager/Director, and if that doesn't get anywhere, the District Manager. If I'm not mistaken, although the Powertrain is warrantied for 5yr/60k, the basic (which A/C is normally categorized) is under the 3yr/36k. Unfortunately, that puts you behind the 8-ball, so to speak, but I'd still pursue it. Realistically, the A/C system internals are completely sealed and require no maintenance, so the compressor failure shouldn't be related to any lack of care on your part.
That said, our service department *regularly* worked with our good customers (read: paying) during such failures. Most often, they were dealt with as customer pays a deductible -- from $100-1000, and the factory takes care of the rest. Sometimes, the deal was a factory/customer split, where the cost of the repair was balanced. If you are a regular customer (again, paying for services), and have owned Toyotas in the past --really powerful if you are a repeat buyer from the same dealer-- then your bargaining power goes up. Keep in mind, you get more bees with honey than vinegar. Most Service Departments are wary of people complaining, and don't respect someone that feels they are entitled to help. Silly, but it's true. Calmly explain your point of view, and express a willingness to resolve this in a reasonable manner. If it takes going up the ladder, then by all means do it, since (sadly) some dealers are very light on customer service. Ironic, huh?
As to the repair, a catastrophic compressor failure is a difficult pill to swallow. Problem is, they are correct in the fact that metallic particles are distributed with the oil in the system, and wreck havoc on the internals. Flushing the system isn't generally recommended by any manufacturer, since components like condensers are VERY difficult to ensure complete cleanliness. It's easy to flush a tube, but anything with a coil or core is difficult, if not impossible. This is the reason that Gm starting installing compressor output screens on the output line to the condenser -- in case of failure, very little metal would get past the filter. It would just clog, and the pressure switches would shut the system down. The high side of the A/C system starts with the compressor, goes through the condenser, and ends at the Expansion Valve -- with the appropriate lines between each. When the compressor fails catastrophically, then metal can infiltrate each component, and replacement is required. It usually stops at the Valve, although the receiver/drier (on the low side) might have to be replaced as well. I'd be hesitant to have it flushed -- many shops will claim it's fine -- but if you do, make sure they will back up any repeated failures 100%.
Ironically enough, Toyota issued a Technical Service Bulletin (AC003-05) that outlines this identical repair, and the title of it is "A/C COMPRESSOR DURABILITY IMPROVEMENT". You know what that screams to me? Severe reliability issues with the current system in the car. You know what one of the changes was? An inline filter addition. Hmmm... I think this might provide some extra bargaining power for your discussion. Keep in mind, TSB's are only for Toyota Technicians, issued from the factory, and normally only for warranty vehicles. However, to me, I see a possible design flaw that caused enough failures to develop this particular procedure. I hope this helps -- remember, even though your A/C is still significantly out of warranty, you still have a good case.
Good Luck!
