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 is administering this program in multiple phases.
Phase 1 – Customer Notification
In the interest of customer satisfaction, Toyota first notified owners via first class mail between late May
2020 and mid-July 2020 about this program, informed owners that Toyota is working on the repair for
their vehicle, and that they will be re-notified when the repair becomes available.
Phase 2 – Repair Available and Customer Re-notification and approximately 10,200 vehicles added
In late October 2020 Toyota launched the repair portion of this program and included approximately
10,200 additional vehicles to this Customer Support Program. Toyota started re-notifying the owners
involved in phase 1 regarding the availability of the repair in early November 2020.

Q3:
A3:

Which and how many vehicles are covered by this Customer Support Program?
There are approximately 143,600 vehicles covered by this Customer Support Program.
Model Name

Model Year

Production Period

RAV4 HV

2019 - 2020

Mid-August 2018 – Early July 2020

Q3a:

Are there any other vehicles covered by this Customer Support Program in the U.S.?

A3a:

No.

Q3b:

Will any other vehicles be covered in the future?

A3b:

Certain additional 2020 - 2021 RAV4 HV vehicles will be added to this program in the future if
they are equipped with the same affected parts as those covered by this program.

Q4:
A4:

Q5:
A5:

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 and fuel sender gauge unit. Toyota will repair vehicles with a new fuel tank and
fuel sender gauge unit 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.

Q4a:

Will this condition affect my fuel economy?

A4a:

No. This condition will not result in an increase or decrease in fuel economy.

Q4b:

Will this condition cause me to run out of fuel?

A4b:

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, 2019-2020 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.

Q6:
A6:

If my vehicle is not experiencing the conditions, do I still need to have the repair performed?

Q7:
A7:

What is involved in the repair?

No. Only vehicles experiencing the conditions will need to have the repairs performed.

The vehicle will be repaired with a new fuel tank and fuel sender gauge unit 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.

Q8:
A8:

Is the Customer Support Program coverage transferable if I sell my vehicle?

Q9:

How does Toyota obtain my mailing information?

A9:

Toyota uses an industry provider who works with each state’s Department of Motor Vehicles (DMV) to

Yes, this Customer Support Program coverage is fully transferrable to subsequent vehicle owners for
the condition and terms specified in the notification letter.

receive registration or title information, based upon the DMV records. Please make sure your
registration or title information is correct.
Q10:

What if I have additional questions or concerns?

A10:

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.

TOYOTA
Toyota Motor Sales, USA, Inc.
6565 Headquarters Drive
Plano, TX 75024

CUSTOMER SUPPORT PROGRAM NOTIFICATION
2019 – 2020 RAV4 HV Vehicle Refueling Performance

E

[VIN]
Dear Toyota Owner:

PL

At Toyota, we are dedicated to providing vehicles of outstanding quality and value. As part of our continual
efforts to ensure customer satisfaction, Toyota would like to advise you of a voluntary Customer Support
Program that has been initiated for your vehicle.

M

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
when refueling. Some customer reports have also noted the “Distance to Empty” shown on the multiinformation 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.
This Customer Support Program provides coverage as it applies to fuel tanks and fuel sender gauge units. The
specific condition covered by this program is vehicle refueling performance. If the condition(s) are verified,
the vehicle will be repaired with a new fuel tank and fuel sender gauge unit under the terms of this Customer
Support Program. If your vehicle is not experiencing these conditions, you do not need the repair.

Coverage

SA

Applicable for 8 years from the date of first use or 100,000 miles, whichever occurs first.

What should you do?
Please tear off and insert the sheet at the bottom of the page into the back of your Owner’s Manual for
future reference. Refer to the table below to determine if the condition is present.
Condition

Fuel Gauge Less than Full
After refueling until the fuel nozzle automatically
stops, the fuel gauge needle does not rise to the F
line.

How to
Determine if
Condition is
Present

Refuel the vehicle until the fuel nozzle automatically
stops. Observe the position of the fuel gauge
needle. If the needle does not reach F as shown
above, the condition may be present.

M

PL

E

Description

Total Fuel Dispensed is Less
than Expected
Amount of fuel dispensed into
the tank during each refueling is
less than expected.

Wait until the next point in
which the low fuel level light
illuminates, then refuel the
vehicle until the fuel nozzle
automatically stops.
If the
refueling amount is less than 9.8
gallons, the condition may be
present. If the refueling amount
is 9.8 gallons or more, the
vehicle’s condition is normal,
please refer to the FAQ included
with this letter for more detail.

SA

If you have experienced either of the conditions, please contact any authorized Toyota dealer and make
arrangement for inspection and, if applicable, repair. The inspection will take approximately 1 hour and
if the condition(s) are confirmed, the repair will take approximately 1 hour. However, depending on the
dealer’s work schedule, it may be necessary to make your vehicle available for a longer period of time.
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.
If you have not experienced the conditions described in the table above, there is no action necessary at
this time.

What if you have other questions?
•
•
•

Refer to the Frequently Asked Questions sheet included with this letter.
Your local Toyota dealer will also be more than happy to answer any of your questions.
Customers with additional questions or concerns are asked to 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.

E

If you would like to update your vehicle ownership or contact information, please visit
https://www.toyota.com/recall/update-info-toyota. You will need your full 17-digit Vehicle Identification
Number (VIN) to input the new information.
We have sent this notice in the interest of your continued satisfaction with our products. We sincerely regret
any inconvenience this condition may have caused you.

Sincerely,

PL

Thank you for driving a Toyota.

SA

M

TOYOTA MOTOR SALES, U.S.A., INC.

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 fuel gauges displaying less than full and/or total
fuel dispensed is less than expected, when the fuel nozzle automatically
clicks off when refueling. 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 Program*.

This coverage is applicable for 8 years from the date of first use or
100,000 miles, whichever occurs first.

E

•

A voluntary Customer Support Program has been initiated
for your vehicle

▼ Remove at perforation and place in the back of your owner’s manual ▼

Please note that this coverage is for work performed at an authorized
Toyota dealer only.

PL

This coverage 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.

VIN
#
Date of First Use

SA

M

*Please see your Toyota dealer for additional
details

TOYOTA
CUSTOMER SUPPORT PROGRAM
FREQUENTLY ASKED QUESTIONS
Q1:
A1:

Is this a recall?
No. This is not a recall. At Toyota, we are dedicated to providing vehicles of outstanding quality and
value. As part of our continual efforts to help ensure customer satisfaction, Toyota is advising you of
this Customer Support Program.

If my vehicle does not have this condition, do I need to make an appointment with my dealership?

Q3:
A3:

Is the Customer Support Program coverage transferable if I sell my vehicle?

Q4:
A4:

What should I do if my vehicle has the condition described?

Q5:
A5:

Will this condition affect my fuel economy?

Q6:
A6:

Will this condition cause me to run out of fuel?

E

Q2:
A2:

PL

No, you do not need to take your vehicle to a dealership unless your vehicle is exhibiting the condition
described in this letter. If you have not experienced this condition, please tear off and insert the sheet
from the bottom of the owner letter into the back of your owner’s manual for future reference.

Yes, this Customer Support Program coverage is fully transferrable to subsequent vehicle owners for
the condition and terms specified in the notification letter.

If you experience this condition, please contact any authorized Toyota dealer and make arrangements
for diagnosis and, if applicable, repair.

M

No. This condition will not result in an increase or decrease in fuel economy.

SA

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.

Q7:
A7:

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 as stated in the Owner’s
Manual.

SA

M

PL

E

Like other Toyota vehicles, 2019-2020 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.

Q8:
A8:

Which part(s) are covered by this Customer Support Program?

Q9:
A9:

What if the diagnosis is performed and my vehicle is not covered by the Customer Support Program?

Refer to the owner letter to find the specific component(s) covered by this program.

Please be aware that, if the condition is not covered by this Customer Support Program, you may be
responsible for any other repairs you may decide to have performed. Any authorized Toyota Dealership
can determine if a condition is covered by this Customer Support Program.

TOYOTA
Toyota Motor Sales, USA, Inc.
6565 Headquarters Drive
Plano, TX 75024
(469) 292-4000

2019-2020 RAV4 HV

Coverage for Vehicle Refueling Performance
Customer Support Program 20TE04

Thank you for considering Toyota – We’re pleased that you’re about to become part of the Toyota family and
are confident you will enjoy your driving experience! As part of our Customer First commitment, we want to
make you aware that this vehicle may be included in a Customer Support Program. The Program provides
coverage as it applies to vehicle refueling performance. If the condition covered by this program is verified,
a new fuel tank and fuel sender gauge unit will be installed in the vehicle under the terms of the Program.
Under the Program, coverage is applicable for 8 years from the date of first use or 100,000 miles, whichever
occurs first.
For further details on this Program and coverage, please refer to the attached letter and “Frequently
Asked Questions” document.

IF your vehicle experiences the covered condition, you can return to an authorized Toyota dealer for
verification of the condition and, once confirmed, to have the remedy performed at NO CHARGE.

© 2020 Toyota Motor Sales, USA – Version 1a

To be kept updated on this Program (and any future safety recalls or other campaigns that apply to your
vehicle), Toyota recommends that you register with the Toyota Owners Community at
http://www.toyota.com/owners/. You will need to input your 17-digit Vehicle Identification Number
(VIN).
VIN
Model

Model Year

Dealer Information
Dealer Name/Address

Dealer Code
Dealer Phone Number
Dealer Staff Name
Dealer Staff Signature

Customer Name _____________________________________________________________________________
Date

_____________________________________________________________________________

Customer Signature

_____________________________________________________________________________

© 2020 Toyota Motor Sales, USA – Version 1a