Excel 1987cc Hybrid Hatchback

Blown up engine

Car purchased from major Toyota dealership in East Anglia. First scheduled 10K service in March 2023. Immediately upon leaving dealership (2 hour delay in completing service) and after about 100m, engine management lights came on, engine closed down, limped back. Diagnostic tests inconclusive. Next day accused of misfuelling after 'sniff' test, so no warranty, repair at my expense. Transfer back to workshop also at my cost, arranged for 2 days later. Car left unlocked by dealership in car park, hit by another car, damaged bumper. Next day advised 'catastrophic' failure of petrol pump, disintegrated in tank, tank out, to be drained & cleaned, lines & filters too. Good news, now under warranty. Next day checked repair status and advised, no, fuel sender unit in pump had failed, replaced!
3 months later, 10 days after MOT, car engine blew up in busy traffic. Recovery back to dealer, 2 holes in block. No courtesy car. After a week, under duress, loaned a van. Advised all under investigation for warranty approval. After 3 weeks, fuel sample sent to Toyota. Result - fuel contamination - water in fuel, no warranty, full cost of repair at our expense...again.
Next day was advised dealer had checked with Toyota re acceptable tolerance of water in fuel. As a result they would now deal as warranty claim. Parts on order to repair, despite engine not removed from engine bay, not stripped down and no idea of cause of damage.
Aware this would be a drawn out process, suggested straight swap for 'same' car currently for sale by the dealership, thus no win, no loss for both parties. Dealer rejected, insisted on repair. 11 weeks after incident, engine still not stripped down nor investigation carried out, parts still 'on order'. Car left in filthy state in car park. With no offer of a car, we purchased an alternative, rejecting repair and insisting on financial settlement.
Dealer then offered trade price with gagging order and no publicity. Rejected.
Now with Trading Standards and Motor Ombudsman. Will pursue through court if necessary.
As distressing as the woeful service, is Toyota's total lack of concern or priority in identifying the cause of such a serious issue that could affect any other of their similar engined cars. That and the fact that they are quite willing, if not insistent, that they put back into service a repaired car without regard to our, any passenger or indeed any other road users safety after such a serious incident is astonishing. Thankfully no lives have been lost...yet.
Is Toyotas gold standard reliability down to the fact that all damage is the customers fault, not theirs?
Nice car...when it worked, albeit no boot space, truly appalling service standards. If it doesn't break down you may love it. We however wont be driving another one or going anywhere near a Toyota product again.

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