2021 Toyota RAV4 Hybrid Coverage for Vehicle Refueling Performance Customer Support Program 20TE06

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2021 Toyota RAV4 Hybrid Coverage for Vehicle Refueling Performance
Production Period Mid-October 2020 – Mid-November 2020

In our continuing efforts to ensure the best in customer satisfaction, Toyota is announcing a Customer Support Program to provide coverage for the Fuel Tank on 2021 RAV4 Hybrid

Background:
Toyota has received customer reports of certain 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 is 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

Customer Support Program Details:
This Customer Support Program provides coverage as it applies to the fuel tank. 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 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.

Covered Vehicles:
There are approximately 6,300 vehicles covered by this Customer Support Program. No vehicles involved in this Customer Support Program were distributed to Puerto Rico

Owner Letter Mailing Date:
Toyota will begin to notify owners in mid-March 2021.

Salvage Title Vehicles:
There is no New Vehicle Limited Warranty coverage or non-emission CSP coverage for vehicles that have been branded as salvage, total loss, true mileage unknown, or similar title under any state’s law. Nonetheless, every attempt should be made to complete an open emission related CSP when circumstances permit, unless noted otherwise in the CSP dealer letter

Remedy Procedures:
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.

Customer Reimbursement:
Reimbursement consideration instructions will be included in the owner letter.


Frequently Asked Questions

What is the condition?

Toyota has received customer reports of certain 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 when refueling. 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.

What is Toyota doing?
Toyota will send owner notification letters by first class mail starting in mid-March, 2021. Letters will be sent over several months. Owners will be advised that if they experience the condition, they should contact their local authorized Toyota dealership for diagnosis. If the condition is verified, the dealer will arrange to have the repair performed FREE OF CHARGE in accordance with the terms of this Customer Support Program.

Which and how many vehicles are covered by this Customer Support Program?
There are approximately 6,300 vehicles covered by this Customer Support Program

Are there any other vehicles covered by this Customer Support Program in the U.S.?
No.

What are the details of this program?
This Customer Support Program provides coverage for involved vehicles which are not equipped with an updated fuel tank. Toyota will repair vehicles with a new fuel tank under the terms of this Customer Support Program if the condition is verified. If your vehicle is not experiencing these conditions, you do not need the repair.

Will this condition affect my fuel economy?
No. This condition will not result in an increase or decrease in fuel economy

Will this condition cause me to run out of fuel?
As indicated in the owner's manual, customers should still refuel when the low fuel light illuminates, and when refueling, customers should not "top off" the fuel tank. Importantly, this condition causes the low fuel light to illuminate with more fuel in the fuel tank than usual. As such, refueling when the low fuel light illuminates should prevent an owner from running out of fuel.

How should my fuel tank operate during normal refueling?
The image below provides a visualization of the normal amount of fuel that is dispensed during refueling when the low fuel light is on until the auto-stop activates in the fuel pump nozzle. Note that the refueling amount is less than the total tank capacity of 14.5 gallons listed in the Owner’s Manual. Like other Toyota vehicles, 2021 RAV4 HV vehicles are designed to have a reserve of fuel remaining when the low fuel light comes on. This reserve is to reduce the risk of customers unexpectedly running out of fuel. Additionally, the fuel system is designed to prevent fuel “splash back” during refueling after auto-stop of the fuel pump nozzle. This, including other factors (fuel volume being dispensed, temperature, differences in fuel pump nozzles from gas station to gas station) may affect the total gallons dispensed during refueling. It is also important to note that the displayed “Distance to Empty” is an estimate based on a number of factors including historical driving behavior, road conditions, weather conditions, etc.

If my vehicle is not experiencing the conditions, do I still need to have the repair performed?
No. Only vehicles experiencing the conditions will need to have the repairs performed.

What is involved in the repair?
The vehicle will be repaired with a new fuel tank under the terms of the Customer Support Program if the condition is verified.

NOTE: Your vehicle will need to have the fuel tank filled completely until the auto-stop activates in the fuel pump nozzle before arriving at the dealer for inspection.

Is the Customer Support Program coverage transferable if I sell my vehicle?
Yes, this Customer Support Program coverage is fully transferrable to subsequent vehicle owners for the condition and terms specified in the notification letter.

What if I have additional questions or concerns?
If you have additional questions or concerns, please contact the Toyota Brand Engagement Center at 1-888-270-9371 Monday through Friday, 7:00 am to 7:00 pm, Saturday 7:00 am to 4:30 pm Central Time.
 
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