CUSTOMER SUPPORT

From: QC_DoNotReply [email protected]
Subject: UPDATE: CUSTOMER SUPPORT PROGRAM 20TE04 - Certain 2019 - 2021 Model Year RAV4 HV - Coverage for Vehicle
Refueling Performance (Internal)
Date: March 3, 2021 at 1:34 PM
To:
-The Dealer Letter has multiple sections updated for inclusion of
Phase 3 vehicles.
Condition:
Toyota has received customer reports of certain 2019-2021 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.
Remedy:
Technical instructions for this Customer Support Program can be found in T-SB-0109-20.
Note: In order to perform the inspection outlined in T-SB-0109-20, the owner must fill their fuel
tank until the nozzle automatically clicks off prior to arriving at the dealership. This requirement
is also outlined in the owner letter. Please remind the vehicle owner about this requirement
when an appointment for inspection is made. As outlined in the Warranty Reimbursement
section, if an inspection is performed and no problem is found, your dealership will only be
reimbursed for up to 1 gallon of fuel for the inspection.
Covered Vehicles:
Model / Years
2019 – 2020 RAV4 HV
Model / Years
Phase 2:
Production Period
Mid-August 2018 – Early July
2020
Phase 3:
Production Period
Early July 2020 – Late October
Approximate Total Vehicles
143,600
Approximate Total Vehicles
2020 - 2021 RAV4 HV
Early July 2020 – Late October
2020
21,900
Please reference the attachments for additional details.
Dealers will be notified on March 04, 2021 at approximately 12:00 pm 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….21.pdf