From: Quality Compliance quality_compliance@toyota.com
Subject: CUSTOMER SUPPORT PROGRAM 20TE04 - Certain 2019 - 2020 Model Year RAV4 HV - Customer Notification Phase,
Repair Not Yet Available (Internal)
Date: May 28, 2020 at 3:27 PM
To:

UPDATE: The warranty period below and in the
Dealer Letter has been corrected.
Phase 1 - Customer Notification Phase
Repair Not Yet Available
In our continuing efforts to ensure the best in customer satisfaction, Toyota is announcing a
Customer Support Program to provide coverage for Fuel Tank and Fuel Sender Gauge Unit on
2019 – 2020 RAV4 HV.
Background
Toyota has received customer reports of certain 2019-2020 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 fuel sender gauge shape.
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.

Covered Vehicles:
Model / Years

Production Period

Approximate Total
Vehicles

2019 – 2020 RAV4 HV

Mid-August 2018 – MidApril 2020

133,400

Customer Support Program Details:
This Customer Support Program provides coverage as it applies to the fuel tank and
fuel sender gauge unit. 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 and fuel sender gauge unit under the terms of this Customer Support

new fuel tank and fuel sender gauge unit 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.

This coverage is for work performed at an authorized Toyota dealer only. It is subject to the same terms
and conditions set forth in the New Vehicle Limited Warranty Section of the Owner’s Warranty Information
booklet. For example, damage from abuse, an accident, theft and/or vandalism is not covered.

Phased Launch Schedule
The repair for this Customer Support Program is not available yet. This Customer Support
Program is being administered in two phases.

Phase
1
2

Description
Customer Notification
Renotification and Repair

Availability
BEGINNING NOW
NOT AVAILABLE YET

Owner Letter Mailing Date
Toyota will begin to notify owners in late-May 2020.

Please reference the attachments for additional details.
Dealers will be notified on May 29, 2020 at approximately 10:00 am Central time.
Thank you for your support,

TOYOTA MOTOR NORTH AMERICA
Quality | Quality Compliance Department

20TE04 - RAV4
HV Fue….20.pdf