CUSTOMER SUPPORT PROGRAM 20TE04
Certain 2019 - 2020 Model Year RAV4 HV
Coverage for Vehicle Refueling Performance
Frequently Asked Questions
Original Publication Date: October 29, 2020
Q1:
A1:

Q2:
A2:

What is the condition?
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 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 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.