Relatively Few Toyota Complaints

RELATIVELY FEW COMPLAIN ABOUT TOYOTA

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By Ben Rooney, staff reporter

2010 Toyota Corolla

NEW YORK (CNNMoney.com) — Despite a torrent of high-profile recalls that have tarnished Toyota [1]’s once stellar reputation, a study published Wednesday reveals that the automaker actually gets fewer customer complaints per car than the majority of its competitors.

Edmunds.com reviewed more than 200,000 complaints filed with the National Highway Traffic Safety Administration
(NHTSA) over the last
decade and found that Toyota ranked 17th among the top 20 automakers in the overall number of complaints per vehicle sold.

The results come amid a series of recalls totaling more than 8.1 million Toyotas worldwide, including 400,000 of the popular 2010 Prius [2] hybrid for problems associated with sticking brake pedals, software glitches and faulty floor mats.

The study was based on the percentage of complaints each automaker received versus the total number of vehicles they sold in the United States between 2001 and 2010.

As a result, British carmaker Land Rover [3] had the highest proportion of complaints relative to the number of cars it sold. The company received 0.6% of the total complaints in the database, while its sales amounted to only 0.1% of all new cars sold in the United States.

Meanwhile, Toyota had 9.1% of all the complaints in the database.
But the company was number 17 on the list because its sales made up 13.5% of the U.S. market.

According to the study, Toyota had fewer complaints than its American rivals. Ford [4] was number 10 on the list, while General Motors [5] came in at number 11.

The only automakers to receive fewer complaints than Toyota were Mercedes-Benz [6], Porsche [7] and the Mercedes-made Smart Car [8].

Among the other automakers that ranked high on the list were Suzuki [9] and Isuzu, which came in at numbers 2 and 3 respectively. German automaker Volkswagen [10] came in at number 4.

The complaints lodged against Toyota ranged from minor problems with lighting to more serious issues such as sudden acceleration and difficulty steering. But the study did not rate the reported incidences for severity.

Edmunds.com said that it found some unreliable reports in the database, including one complaint indicating that
99 people had died
in one vehicle as a result of an accident. It also said that about 10% of the complaints appeared to be duplicates.

Quality control: Not just Toyota’s problem

While the issues raised by Toyota’s recent recalls shouldn’t be overlooked, quality control concerns are apparent across the entire automobile industry, said Jeremy Anwyl, Edmunds.com chief executive.

“A broader view shows that consumer complaints reflect an industry issue, not just a Toyota issue,” said Anwyl. “It is no longer an option for car companies to dismiss consumer complaints, even if the event is difficult to replicate or diagnose.”

Some automakers assume that customer complaints are the result of driver error and not necessarily a reflection of design problems, said Jeannine Fallon, an Edmunds.com analyst.

“It depends on the culture of the car company,”
she said. “But it’s
clear now that Toyota has not had very many conversations with NHTSA.”

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Toyota Announces Details of Remedy to Address Potential Accelerator Pedal Entrapment

Torrance, Calif., November 25, 2009 – – Toyota Motor Sales, U.S.A., Inc. (TMS) announced today details of the vehicle-based remedy to address the root cause of the potential risk for floor mat entrapment of accelerator pedals in certain Toyota and Lexus models. Toyota issued a consumer safety advisory on September 29 on this issue and has, as an interim measure, commenced the mailing of safety notices to certain Toyota and Lexus owners on October 30.
The models involved are: 2007 to 2010 MY (model year) Camry, 2005 to 2010 MY Avalon, 2004 to 2009 MY Prius, 2005 to 2010 MY Tacoma, 2007 to 2010 MY Tundra, 2007 to 2010 MY ES350, 2006 to 2010 MY IS250, and 2006 to 2010 MY IS 350.
The specific measures of the vehicle-based remedy are as follows:
1. The shape of the accelerator pedal will be reconfigured to address the risk of floor mat entrapment, even when an older-design all-weather floor mat or other inappropriate floor mat is improperly attached, or is placed on top of another floor mat.  For the ES350, Camry, and Avalon models involved, the shape of the floor surface underneath will also be reconfigured to increase the space between the accelerator pedal and the floor.
2. Vehicles with any genuine Toyota or Lexus accessory all-weather floor mat will be provided with newly-designed replacement driver- and front passenger-side all-weather floor mats.
In addition, as a separate measure independent of the vehicle-based remedy, Toyota will install a brake override system onto the involved Camry, Avalon, and Lexus ES 350, IS350 and IS 250 models as an extra measure of confidence. This system cuts engine power in case of simultaneous application of both the accelerator and brake pedals.
Toyota is in the process of completing development of these actions and for the ES350, Camry, and Avalon will start notifying owners of the involved vehicles via first-class mail by the end of this year.  The remedy process regarding the other five models will occur on a rolling schedule during 2010.
Dealers will be trained and equipped to make the necessary modifications to these models starting at the beginning of 2010.  Initially, dealers will be instructed on how to reshape the accelerator pedal for the repair.  As replacement parts with the same shape as the modified pedal become available, they will be made available to dealers for the repair, beginning around April 2010.  Customers who have had the remedy completed will have the opportunity to receive a new pedal if they desire.
In the meantime, owners of the involved vehicles are asked to take out any removable driver’s floor mat and not replace it with any other floor mat until they are notified of the vehicle-based remedy, as notified in the consumer safety advisory and the interim notice.
The brake override system will be made standard equipment throughout the Toyota and Lexus product lines starting with January 2010 production of ES350 and Camry and is scheduled to be incorporated into new production of most models by the end of 2010.
The safety of our owners and the public is our utmost concern and Toyota has and will continue to thoroughly investigate and take appropriate measures to address any defect trends that are identified.
Owners who have further questions are asked to visit www.toyota.com or www.lexus.com or contact the Toyota Customer Experience Center at 1-800-331-4331 or Lexus Customer Assistance at 1-800-255-3987.
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The latest news about Toyota’s consumer safety advisory for potential floor mat interference with the accelerator pedal in certain Toyota and Lexus vehicles:
Toyota USA Update on Safety Advisory – Video (Nov. 2, 2009/Updated Nov. 5, 2009)
NHTSA report (Nov. 2, 2009)
Toyota owner letter (Nov. 2, 2009)
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NOTE TO CONSUMERS: We’ve received a number of comments and questions about the floor mat issue and understand the safety concerns. We want to be responsive, but the Toyota USA Newsroom is not intended as a place for consumer complaints, or detailed information about any vehicle features, specs or capabilities. These types of concerns are best handled by our Customer Experience Center where they will be routed to the appropriate customer service representative for Toyota, Scion or Lexus. You can reach our customer service representatives by calling 1-800-331-4331. Prefer to email or chat? Simply access our website email or live chat links for Toyota, Scion or Lexus.
MEDIA CONTACTS ONLY:  Toyota Environmental, Safety and Quality Communications
Brian Lyons    (310) 468-2552
John Hanson  (310) 468-4718

Media Web site: www.toyotanewsroom.com
Public Web site: http://www.toyota.com and http://www.lexus.com