CUSTOMER SUPPORT

From: Quality Compliance [email protected]
Subject: UPDATE: CUSTOMER SUPPORT PROGRAM 20TE04 - Certain 2019 - 2020 Model Year RAV4 HV - Customer Notification
Phase, Repair Not Yet Available (Internal)
Date: July 2, 2020 at 9:25 AM
To:
UPDATE: Dealer Inventory Procedures have been
added for inclusion of a Point of Sale Disclosure
NOTE: Dealers can identify if any of their new and
used inventory is potentially eligible for this
Customer Support Program in the Warranty Tab on
Service Lane:
(https://one.tis.toyota.com/serviceLane).
Phase 1 - Customer Notification Phase
Repair Not Yet Available
In our continuing efforts to ensure the best in customer satisfaction, Toyota is announcing a
Customer Support Program to provide coverage for Fuel Tank and Fuel Sender Gauge Unit on
2019 – 2020 RAV4 HV.
Background
Toyota has received customer reports of certain 2019-2020 model year RAV4 HV vehicle fuel
gauges displaying less than full and/or total fuel dispensed is less than expected, when the fuel
nozzle automatically clicks off. Some customer reports have also noted the “Distance to Empty”
shown on the multi-information display is less than expected.
Based on our investigation, Toyota believes these conditions to be primarily related to a
variation of fuel tank shape and the potential for the fuel sender gauge to become inclined.
These conditions can cause the fuel level to be read incorrectly and may cause the low fuel light
to illuminate with more fuel in the tank than usual.
Although the fuel tank and fuel sender gauge unit are covered by Toyota’s New Vehicle Limited
Warranty for normal Basic Warranty coverage period, 3 years or 36,000 miles (whichever
comes first), we at Toyota care about the customers’ ownership experience. Toyota is providing
coverage for repairs related to refueling performance concerns.
Note: Fuel tanks are covered under the normal California Emissions Control Warranty period, 7
years or 70,000 miles (whichever comes first), for the following states: Connecticut, Delaware,
Maine, Maryland, Massachusetts, New Jersey, New York, Oregon, Pennsylvania, Rhode Island,
Vermont, and Washington.
The following information is provided to inform you and your staff of the program notification
schedule and your degree of involvement.
Covered Vehicles:
Model / Years
Production Period
Approximate Total
Vehicles
2019 – 2020 RAV4 HV
Mid-August 2018 – MidApril 2020
133,400
Customer Support Program Details:
This Customer Support Program provides coverage as it applies to the fuel tank and
fuel sender gauge unit. The specific condition covered by this program is vehicle
refueling performance. If the condition is verified, the vehicle will be repaired with a
new fuel tank and fuel sender gauge unit under the terms of this Customer Support
Program.
·
Coverage is applicable for 8 years from the date of first use or 100,000 miles,
whichever occurs first.
This coverage is for work performed at an authorized Toyota dealer only. It is subject to the same terms
and conditions set forth in the New Vehicle Limited Warranty Section of the Owner’s Warranty Information
booklet. For example, damage from abuse, an accident, theft and/or vandalism is not covered.
Phased Launch Schedule
The repair for this Customer Support Program is not available yet. This Customer Support
Program is being administered in two phases.
Phase
1
2
Description
Customer Notification
Renotification and Repair
Availability
BEGINNING NOW
NOT AVAILABLE YET
Owner Letter Mailing Date
Toyota will begin to notify owners in late-May 2020.
Please reference the attachments for additional details.
Dealers will be notified on July 02, 2020 at approximately 11:00 am Central time.
Thank you for your support,
TOYOTA MOTOR NORTH AMERICA
Quality | Quality Compliance Department
20TE04 - RAV4
HV Fue….20.pdf
20TE04 - RAV4
HV Fue….20.pdf