Dealer Daily Mes

Toyota Motor Sales, USA, Inc.
6565 Headquarters Drive
Plano, TX 75024
(469) 292‐4000
Original Publication Date: March 2, 2021
To:
All Toyota Dealer Principals, General Managers, Service Managers, and Parts Managers
UPDATE: NHTSA Announces Preliminary Evaluation of certain 2013 to 2018 MY Toyota RAV4
vehicles
On 2/25/2021, NHTSA opened an investigation into certain RAV4 vehicles related to the 12V battery.
What is NHTSA investigating?
NHTSA states that it is investigating the following condition: “The 12V battery B+ terminal shorts to the battery hold
down frame which may result in the sudden loss of electrical power, vehicle stalling, and/or a fire originating in the
engine compartment.” It has opened a “preliminary evaluation” to “better understand the contributing factors and
frequency of vehicle fires originating from the battery region of the subject vehicles relative to peer vehicles.”
What is Toyota going to do?
Toyota is aware that NHTSA has opened this investigation and we are cooperating with the agency.
What should a dealer do if a customer asks about this investigation?
Please advise the customer that Toyota is cooperating with the agency’s inquiry. Also, please remind customers that
this is not a recall, but an investigation by the agency.
What if a customer may have experienced the condition described in this preliminary evaluation?
 If a customer reports that they may have experienced the condition described or is concerned about their vehicle,
please remind the customer that this is an ongoing investigation.
 If additional assistance is needed, please explain to the customer that improper battery installation was identified
as a potential factor in some cases, and that you can confirm that the vehicle battery is secured, is of the proper
size, and has the B+ cover installed according to the appropriate repair manual.
 If an unsecured battery, incorrect size battery, or any damage is noted, please open a TAS case and provide
pictures of the condition found.
 For other questions, please advise the customer to contact the Brand Engagement Center at 1-800-331-4331 (for
customers in the United States mainland) or 1-877-855-8377 (for customers in Puerto Rico / US Virgin Islands)
for further assistance.
Thank you for your cooperation.
TOYOTA MOTOR SALES, U.S.A., INC.
© 2020 Toyota Motor Sales, USA