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Office of the Attorney General
Attorney General Conway Announces Agreement with Toyota Motor Sales to Extend Additional Services to Concerned Customers
Attorney General Jack Conway today announced that Toyota Motor Sales, U.S.A, Inc. has agreed to authorize its dealers in Kentucky to accommodate customers who have concerns about driving their recalled Toyota vehicles. Toyota announed details of the additional services for customers in a letter today to attorneys general nationwide. Effective immediately, dealers have been authorized to take additional steps to address consumers concerns regarding the safety of their vehicle pending repair.
The dealers may utilize the following on a case-by-case basis:
- Expedited scheduling
- Pickup and return of the vehicle by a dealership representative or by flatbed truck
- Driving the customer to the dealership and/or to his or her place of work
- Providing other alternate transportation, such as a rental car, a loaner vehicle, or taxi reimbursement, for the reasonable period that the customer is unable or unwilling to use his or her car
"I am grateful to my attorney general colleagues for working together to ensure that Toyota owners in our respective states, who remain concerned about driving their vehicles prior to repairs, receive an increased level of assistance from Toyota," said General Conway. "I believe Toyota’s actions today show they are putting customers first as they deal with these recalls."
Toyota announced that a letter is being sent to all of its dealers directing them to better accommodate consumers with recall concerns. Specifically, the letter directs dealers:
- To not require consumers to wait for a recall letter before making appointments for the repair of sticking gas pedals (January 21, 2010 recall) but to schedule their appointment at the "earliest opportunity"
- Also not to require consumers to wait for a recall letter before making appointments for the repair of ABS software issues with hybrid vehicles (February 8, 2010 recall) but to schedule their appointment at the "earliest opportunity"
- With regard to floor mat recalls – Toyota directs dealers to instruct customers to remove floor mats and not replace, then wait for the recall letter
- With regard to the Tacoma truck drive shaft recall – Toyota directs dealers to inspect the drive shaft without unnecessary delay
General Conway says Toyota has agreed to reimburse dealers for these costs. These accommodations will be provided at no cost to the consumer.
If a Toyota customer has concerns, they should contact the Toyota Customer Experience Center at 1-800-331-4331 or if they are a Lexus owner direct those inquiries to the Lexus Customer Assistance Center at 1-800-255-3987. The hours for the centers are Monday – Friday 8:00 a.m – 9:00 p.m. E.S.T.
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