Dear Valued Customer:
Many of you have recently been made aware of the Toyota Safety Recall of certain accelerator pedal assemblies. 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 have already received the parts necessary and are currently performing this fix, and soon you will be contacted directly from Toyota by mail indicating whether your vehicle is in need of repair. In our continuing effort to Build Relationships that Last…we are currently taking appointments for the repairs and are making every effort to schedule you as quickly as possible. Please bear in mind that supplies are somewhat limited at this time but are expected to become more abundant next week. Team Toyota Mall of Georgia recently expanded our service department to include 60 bays making us the largest service department in the Atlanta area. We are confident this will facilitate getting you in and out in a timely manner. 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 180+ employees of Team Toyota Mall of Georgia 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 and families.
What follows is a short list of the important facts relating to this recall: A complete list of FAQ’s are listed at the end of this e mail for further review.
· Reported incidents have been exceptionally rare.
In fact, in the last 9 years Team Toyota Mall of Georgia has sold well over 55,000 total vehicles between retail and fleet sales and have yet to confirm a single reported incident. 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.
· 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 continue arriving in order to rapidly repair customer cars.
Toyota engineers have developed and rigorously tested a solution that is both effective and simple.
Team Toyota Mall of Georgia deeply regrets this matter and we apologize for all the concern and inconvenience associated with it. As mentioned previously, Toyota will begin mailing owners with instructions on when to bring your vehicle in for the modifications.
Additionally, we are convinced that we are uniquely positioned to best assist you. We offer:
· Extended service hours, open nightly till 9 pm and Sunday hours, in order to best accommodate
our customers. Based upon demand, we are willing to accommodate additional hours based on
customer needs.
· 60 individual service bays staffed by Factory trained Technicians
· Available shuttle service
· An expansive, accommodating customer lounge featuring multiple large televisions
· A children’s play area
· Wi-Fi throughout
· A full service café with breakfast, lunch and dinner
Complimentary coffee
· Manicures will be provided Wednesdays and Massages on Thursdays
· A service team unmatched in overall experience and customer service, led by Dave Fletcher,
Service Director, and Kevin Clark, Parts Director.
Since 2000 many of you have trusted Team Toyota Mall of Georgia to take care of you. You made us the #1 Toyota dealer in the state of Georgia for overall sales in 2009, and only because of you, we won Toyota’s most prestigious awards for Sales and Customer Satisfaction, the Board of Governors Award and the President’s Award every year we have been in business. 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.
Team Toyota Mall of Georgia
Toyota Answers Customer Questions About The Solution For Sticking Accelerator Pedals
1. What is the solution Toyota announced to fix sticking accelerator pedals?
Toyota's engineers have developed and rigorously tested a solution that is both effective and simple. A precision-cut steel reinforcement bar will be installed into the accelerator pedal assembly, thereby eliminating the excess friction that has caused pedals to stick in rare instances.
2. What is the problem that could cause accelerators to stick and led to the recall?
The issue involves a friction device in the pedal designed to provide the proper "feel" by adding resistance and making the pedal steady and stable.
This friction device includes a "shoe" that rubs against an adjoining surface during normal pedal operation. Due to the materials used, wear and environmental conditions, these surfaces may, over time, begin to stick and release instead of operating smoothly. In some cases, friction could increase to a point that the pedal is slow to return to the idle position or, in rare cases, the pedal sticks, leaving the throttle partially open.
3. How does a steel reinforcement bar solve this problem?
The steel reinforcement bar will reduce the surface tension between the friction shoe and the adjoining surface. With this reinforcement in place, the excess friction that can cause the pedal to stick is eliminated.
4. How does Toyota know that this solution will be effective?
We have confirmed the effectiveness of the newly reinforced pedals through rigorous testing on pedal assemblies that had previously shown a tendency to stick. Nothing is more important to Toyota than the safety and satisfaction of our customers, and we have high confidence in our solution for fixing our customers' vehicles.
5. When can I get my vehicle fixed?
We will begin contacting customers to let them know when to bring in their vehicles for the fix, and some of them will be notified as early as this week.
At Toyota, our highest priority has been to quickly and effectively address the needs of owners of affected vehicles. Parts to reinforce the pedals are already being shipped for use by dealers, and many Toyota dealers will work extended hours to complete the recall campaign as quickly and conveniently as possible -- some even staying open 24 hours a day.
6. How long will it take for a dealer to repair my automobile?
The actual repair involves about 30 minutes' work.
7. Is the repair covered by warranty? Will drivers have to pay any money out of pocket for this work?
Toyota will cover all repair costs associated with this work.
8. Does the reinforced pedal feel any different?
Drivers should not notice any change in the feel of the pedal.
9. Is my car safe to drive if it has not yet received this solution?
To be clear, the condition is rare and generally does not occur suddenly. It can occur when the pedal mechanism becomes worn and, in certain conditions, the accelerator pedal may become harder to depress, slower to return or, in the worst case, stuck in a partially depressed position.
Customers who experience an accelerator pedal that is hard to depress, slow to return or is unsmooth during operation should drive the vehicle to a safe location, shut off the engine and contact a Toyota dealer for assistance.
In the event that a driver experiences an accelerator pedal that sticks in a partial open throttle position or returns slowly to idle position, the vehicle can be controlled with firm and steady application of the brakes. The brakes should not be pumped repeatedly because it could deplete vacuum assist, requiring stronger brake pedal pressure. The vehicle should be driven to the nearest safe location, the engine shut off and a Toyota dealer contacted for assistance.
10. What if my vehicle is also affected by the floor mat recall? Which will be addressed first?
We are working to coordinate the pedal entrapment and the sticking pedal recalls to minimize the number of customers who will have to have two service visits.
11. What do I do if I experience a sticking accelerator pedal before my car receives the remedy? Should I bring my car to a dealer?
Customers who experience an accelerator pedal that is hard to depress, slow to return or is unsmooth during operation should drive the vehicle to a safe location, shut off the engine and contact a Toyota dealer contacted for assistance.
Otherwise, no action is required at this time unless you feel you are experiencing this condition. We will begin contacting customers to let them know when to bring in their vehicles for the fix, and some of them will be notified as early as this week.
12. Can I return my vehicle to Toyota if I purchased it in the five-day period between when the recall was announced and Toyota stopped the sale on my vehicle? What are my options?
Toyota will work with customers who have concerns about their new vehicles on a case-by-case basis.
13. Which models are affected by the sticky accelerator pedal recall/stop sale?
Toyota's accelerator pedal recall is confined to the following Toyota Division vehicles:
* 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
14. What is a "VIN" and how do I find it on my automobile?
A Vehicle Identification Number (VIN) is a 17-character sequence of numbers and letters that is used by the automobile industry to uniquely identify motor vehicles. It can be viewed through the windshield on the driver's side at the front of the dashboard.
In addition, the VIN number is also located on a sticker located the driver's side pillar, with the tire inflation information and on the vehicle's registration.
15. What models are currently available for sale?
All Toyota models are currently available for sale and immediate delivery, Toyota is currently offering an additional $1000 loyalty money for any customer, or immediate family member that lives in the same household that currently owns a Toyota vehicle, ( You do not have to trade, just proof of ownership ), rates as low as 0% for 60 months and Toyota is offering rebates up to $2000.00 towards the purchase or lease of a new Toyota. We are receiving new inventory everyday.
