I Bought a 2024 Toyota Grand Highlander, It’s a $60,000 Car and My Navigation Doesn’t Work, Now Toyota Says I Have To Pay More For Their App For It To Work

I have a bone to pick with Toyota. 

That's what Tori Posey (@posey_fam) says after driving her new Toyota Grand Highlander for one year. Tori purchased a 2024 Toyota Grand Highlander, which she loves, but now a significant problem exists. 

Imagine the thrill of buying a new car and using its cutting-edge technology features for a year. You adore the navigation system, and the convenience of starting your SUV remotely from inside your house with your key fob is a game-changer. 

Your car is toasty warm, and the windshield and back window are defrosted before you drive off on a cold morning. You can feel the heated seats as you slide in. You would think, "I love my new car." 

Then, in a sudden turn of events, everything changes in a single day. 

Everything is well and good until you push the key fobs three times one day, and nothing happens. The remote start doesn't work. You put a destination in your navigation, and there is a display on your dash saying you have to subscribe to the Toyota Drive Connect app for it to connect.

It's hard for you to believe. 

The Grand Highlander's feature that you have come to use and enjoy no longer works. Tori is understandably frustrated with Toyota because they never told her about the Toyota app, and she must now buy it for them to work.

Let's pick up Tori's story.

"I have a bone to pick with Toyota and Toyota only," Tori says as she holds up her Toyota Highlander key fob. "I have a Grand Highlander. I paid $60,000, and my subscription ran out."  

"So, now I have to pay for it (Toyota Drive Connect) or whatever." 

Tori says, "Toyota USA, the $15 a month isn't the problem. It's just the reality of the situation."  

"Well, with that being said, I need to pay for the app now, which is not a big deal. But I'm not going to pay for it anyway." 

"But, listen, because I don't have the app anymore, my navigation doesn't work. I paid $60,000 for the Highlander, and the navigation doesn't work." 

"Their (Toyota) answer is you just need to connect to your car and use your Google Maps. Okay, I mean that one."

Tori holds her Toyota key fob up and says, "This key used to work. I could take this key and press the lock three times, and my car would remotely start. Guess what? It doesn't work anymore." 

"Toyota, you need the app to make that work, too. It's a $60,000 car, it's a beautiful car. I love my car. But the navigation is out." She says, "The remote start is out," looking frustrated and confused.  

"The fact that it costs now just blows me away. I traded in a 2022 Tahoe and Navi, and the remote start was free. I'm considering going back to Chevy."

In the comment section, Tori reveals that the salesperson never told her about the free trial offer on the Toyota Drive Connect ends after one year. After that, they just shut it off, and you have to subscribe and pay $15.00 per month and an extra ($180 per year) for the subscription. 

ceNurse says, "I was considering a Highlander hybrid until I found they have subscriptions for functions that are already paid for with the vehicle."

Tori says, "Don't get me wrong, the long-term reliability is worth the buy, but yes, paying to use your navigation is a bit much."

RunningAtlMan says, "$54,000 RAV4 Hybrid XSE, and I was shocked a year after my purchase when I also lost access. I honestly wouldn't mind paying about $40-$50/yr, but $180 is way overpriced and ripping people off."

Tori says, "I agree! Nobody mentioned this when I was buying the Highlander."

Toyota is not the only automaker that does this to its customers. Many carmakers offer a free trial on their connected apps for up to a year. After the trial period, they make you pay an extra fee to use the features you've come to like and use regularly. 

The problem, as I see it, is that if the salesperson had explained how the trial period works and there was a fee when it ran out, Tori would have known and not been shocked when suddenly the navigation and remote start didn't work.  

The Toyota salesperson is trying to make the sale and likely didn't take the time to explain how the Toyota Drive Connect trial works.

Here is what Toyota says about Drive Connect on its website.

• No extra cost: The trial is included at no additional charge when you buy a new Toyota with Drive Connect. 
• Starts on purchase date: The trial begins on the date you purchase or lease your new vehicle. 
• Paid subscription required after trial: Once the trial period ends, you need to subscribe to continue using Drive Connect features. 

Toyota offers the Drive Connect "Go Anywhere" app for $15 monthly and the upgraded Drive Connect "Premium" for $25 per month.  

Toyota says, "Drive Connect is a great way to stay connected on the road. With up-to-date navigation, live-agent navigation assistance, and a seamless virtual assistant, you won't need to worry about getting lost. Remote Connect is also included."

If you want to browse and play your Apple Music and Amazon Music content, you must subscribe to the Premium service for $300 per year. 

Conclusion:

Toyota needs to tell its customers who purchase a $60,000 Grand Highlander and other models that its Drive Connect services are free for one year, and then there is a subscription cost after that. 

No one likes to use a product's great features and then find out they must pay more to continue using them. It's deceptive, and customers will tell everyone about their experience. 

How about you?

Have you purchased a new vehicle and discovered later you had to pay for the automaker's app? If so, click the red Add New Comment link below and let us know.

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I am Denis Flierl, a Senior Torque News Reporter since 2012. My 30+ year tenure in the automotive industry, initially in a consulting role with every major car brand and later as a freelance journalist test-driving new vehicles, has equipped me with a wealth of knowledge. I specialize in reporting the latest automotive news and providing expert analysis on Subaru, which you'll find here, ensuring that you, as a reader, are always well-informed and up-to-date. Follow me on my X SubaruReport, All Subaru, WRXSTI, @DenisFlierl, Facebook, and Instagram.

Photo credit: Denis Flierl via Tori and Toyota