Important Recall Information
Many of you have recently been made aware of the Toyota Safety Recall of certain accelerator pedal assemblies (see below for a comprehensive list of included vehicles). Because this recall speaks directly to the safety of some Toyota vehicles, it has caused concern among many of our customers. We deeply and sincerely regret the concern this has caused. We now are receiving the parts necessary to perform this fix, and soon you will be contacted directly from Toyota by mail indicating when to schedule an appointment. In the meantime, with this letter, I hope to bring important information to light. I urge you to patiently read through this entire document. I am convinced that you will be greatly informed and hopefully greatly relieved along the way.
Before going further, I would like to point out the obvious; many of the employees of Toyota of New Bern drive to work daily in Toyotas affected by the recent recall, and still many more have various family members and dear friends that are also driving Toyotas affected by this recall. It is not an exaggeration to say that as a whole we have been deeply and profoundly affected by this recall, for our concern is not just limited to issues relating to customer safety, but to the safety of our friends, families, and, in many cases, even our own personal safety.
What follows is a short list of the important facts relating to this recall:
· Reported incidents have been exceptionally rare.
Toyota makes it clear that this situation is rare, and generally does not occur suddenly; and in the rare instances when it does occur, the vehicle can be controlled with firm and steady application of the brakes (see below for a list of safety procedures).
· Toyota is acting in an unprecedented fashion in order to put safety first.
The size, scope, and speed of this recall effort by Toyota is unprecedented. Unfortunately many customers have mistaken the colossal scale and urgency of this effort to imply an immediate and certain risk. That is simply not the case. Toyota’s response is out of an abundance of concern and caution. Nothing is more important to Toyota than the safety and reliability of the vehicles we drive every day.
· Toyota identified the necessary remedy and parts are arriving in order to rapidly repair customer cars.
Toyota engineers have developed and rigorously tested a solution that is both effective and simple.
Toyota of New Bern deeply regrets this matter and we apologize for all the concern and inconvenience associated with it. Soon Toyota will begin mailing owners with instructions on when to bring your vehicle in for the modifications. In order to partially offset your inconvenience and put your safety first, we plan to present every customer involved in the recall with the following:
· Free comprehensive vehicle safety inspection
· $25 gift certificate good towards any service or parts purchase
· $500 gift certificate good towards the purchase of any new or pre-owned vehicle
Additionally, we are convinced that we are uniquely positioned to best assist you. We offer:
· 22 individual service bays staffed by Factory trained Technicians
· Available shuttle service
· An expansive, accommodating customer lounge with a large flat screen television
· A children’s play area
· Wi-Fi throughout
· A complimentary café with coffee
Many of you have trusted Toyota of New Bern to take care of you. Now, more than ever before, we are determined to showcase our immense gratitude, and we plan to exceed your expectations in every way. In the event we fall short for any reason, ask for me at the dealership and I will assist you personally. Sincerest apologies and thank you for giving us the chance to restore your confidence.
Best regards,
Mark Genereux
General Manager
Toyota of New Bern
Service Inquiries OR to speak with a Service Advisor call 252-637-7200
Safety precautions:
Each circumstance may vary, and drivers must use their best judgment, but Toyota recommends taking one of the following actions:
If you need to stop immediately, the vehicle can be controlled by stepping on the brake pedal with both feet using firm and steady pressure. Do not pump the brake pedal as it will deplete the vacuum utilized for the power brake assist.
Shift the transmission gear selector to the Neutral (N) position and use the brakes to make a controlled stop at the side of the road and turn off the engine.
If unable to put the vehicle in Neutral, turn the engine OFF. This will not cause loss of steering or braking control, but the power assist to these systems will be lost.
If the vehicle is equipped with an Engine Start/Stop button, firmly and steadily push the button for at least three seconds to turn off the engine. Do NOT tap the Engine Start/Stop button.
If the vehicle is equipped with a conventional key-ignition, turn the ignition key to the ACC position to turn off the engine. Do NOT remove the key from the ignition as this will lock the steering wheel.
Stopping procedure for sticking accelerator pedal - Video
Affected Vehicles:
Toyota vehicles affected by the sticky pedal recall include:
Certain 2009-2010 RAV4 Certain 2009-2010 Corolla 2009-2010 Matrix 2005-2010 Avalon Certain 2007-2010 Camry Certain 2010 Highlander 2007-2010 Tundra 2008-2010 Sequoia
Below is a list of new vehicles that are unaffected and are still being sold:
Yaris Prius Japan built Corolla Japan built Camry Camry with VINs that begin with "4T1" AND are equipped with Denso accelerator pedals Scion Venza FJ Cruiser Japan built Highlander Japan built RAV4 Land Cruiser Sienna 4Runner Tacoma
Important Links:
Toyota - Latest Information
What should I do if I still have questions or concerns?
If you still have questions or concerns that have not been addressed here, please contact the Toyota Customer Experience Center at 1-800-331-4331.
The Toyota Customer Experience Center hours are:
Mon - Fri, 5:00 am - 6:00 pm PST
Sat, 7:00 am - 4:00 pm PST
