Customer Support

From: QC_DoNotReply [email protected]
Subject: Internal SPA Introduction Notice - Customer Support Program 20TE04 - Certain 2019 - 2020 Model Year RAV4 HV Coverage for Vehicle Refueling Performance (Internal)
Date: October 28, 2020 at 12:37 PM
To:
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:
There are approximately 143,600 vehicles covered by this Customer Support Program. Approximately 500 vehicles
involved in this Customer Support Program were distributed to Puerto Rico.
Model Name
Model Year
Production Period
RAV4 HV
2019 - 2020
Mid-August 2018 – Early July 2020
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.
Technician Certification Requirements
Certified
Senior
Master
Owner Letter Mailing Date
Toyota will begin to notify owners in early November 2020. A sample of the owner notification letter has been
included for your reference.
Please reference the attachments for additional details.
Dealers will be notified on October 29, 2020 at approximately 11:00 am Central time.
Please do not reply to this email, this email was sent from a non-monitored account. If you need to contact us,
please email [email protected].
Thank you for your support,
TOYOTA MOTOR NORTH AMERICA
Quality | Quality Compliance Department
20TE04 - RAV4
HV Ref…FT.pdf