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Toyota Recall & Info Updates



UPDATED: 02/23/2010


James Lentz Testimony to House Committee on Energy and Commerce

 
 
 
 
 
Prepared Testimony of James Lentz, President and Chief Operating Officer, Toyota Motor Sales, U.S.A., Inc., to Committee on Energy and Commerce
February 23, 2010
 
Chairman Waxman, Subcommittee Chairman Stupak, Ranking Members Barton and Walden, members of the Committee, thank you for inviting me here today. My name is Jim Lentz, and I am the President and Chief Operating Officer of Toyota Motor Sales, USA.
 
In my testimony, I will address Toyota's recent recalls and the decisive steps we are taking to restore the trust of the tens of millions of Americans who purchase and drive our vehicles. For two generations, we have provided Americans with cars and trucks that are safe and reliable. And we fully intend to produce even safer, high quality vehicles in the future, even as we pave the way with the next generation hybrid and electric vehicles that our society needs.
 
In recent months, we have not lived up to the high standards our customers and the public have come to expect from Toyota. Put simply, it has taken us too long to come to grips with a rare but serious set of safety issues, despite all of our good faith efforts. The problem has also been compounded by poor communications both within our company and with regulators and consumers. While all auto companies have recalls and all major auto companies have experienced complaints about unintended acceleration, Toyota's recalls have caused concerns among our customers.
 
I would like to assure the Committee, and the American people, that nothing matters more to Toyota than the safety and reliability of the vehicles our customers drive. We are committed not only to fixing vehicles on the road and ensuring they are safe, but to making our new vehicles better and even more reliable through strict quality control, enhanced communication and a redoubled focus on putting our customers first.
 
Our 1,500 dealers are making extraordinary efforts to complete our recalls as quickly and conveniently as possible. Some dealers are staying open 24/7 and they are repairing vehicles at a rate of about 50,000 a day. To date, we have repaired close to a million vehicles.
 
We have rigorously tested our solutions and are confident that with these repairs, Toyota vehicles will be among the safest on the road today. Our engineers have identified two
specific, mechanical causes of unintended acceleration covered by the recalls and we are currently addressing these through the open recalls. One involves floor mats that when loose or improperly fitted can entrap the accelerator pedal. The other concerns accelerator pedals that can, over time, grow "sticky" with wear. The solutions we have developed are both effective and durable.
 
We are confident that no problems exist with the electronic throttle control system in our vehicles. We have designed our electronic throttle control system with multiple fail?safe
mechanisms to shut off or reduce engine power in the event of a system failure. We have done extensive testing of this system and have never found a malfunction that caused unintended acceleration.
 
Additionally, in December we asked Exponent, a world?class engineering and scientific consulting firm, to conduct a comprehensive, independent analysis of our electronic throttle
control system with an unlimited budget. Their interim report confirms that it works as designed. Toyota will make the results of this comprehensive evaluation available to the public when it is completed.
 
Why did it take so long to get to this point? With respect to pedal entrapment, Toyota conducted investigations of customer complaints which focused too narrowly on technical
issues without taking full account of the way customers used our vehicles. And in the case of sticking accelerator pedals, we failed to promptly analyze and respond to information emerging from Europe and in the United States.
 
We acknowledge these mistakes, we apologize for them and we have learned from them. We now understand that we must think differently when investigating complaints and
communicate faster, better and more effectively with our customers and our regulators. Our recent voluntary recalls of certain 2010 Prius and Lexus hybrids and of certain 2010 Tacoma trucks illustrate this new approach.
 
We are also going further. Our President Akio Toyoda has announced a top?to?bottom review of our operations that he will lead personally, with the support of new Chief Quality Officers for North America and our other principal regions. We will ask independent, outside experts to evaluate the findings to make sure we meet or exceed industry standards.
 
We are expanding our network of technical offices in the U.S. so we can gather information faster and respond more aggressively to incident reports.
 
And, we will install advanced brake override systems in all our new models - making us one of the first full-line manufacturers to offer this customer confidence feature as standard equipment. Additionally, we are announcing that we will install this system on an expanded range of vehicles - including the Tacoma, Venza and Sequoia models - that are capable of accepting the new software. We had previously announced that the system would be installed onto the Camry, Avalon and Lexus ES 350, IS 350 and IS 250 models. These actions underscore that Toyota is going above and beyond making the necessary vehicle modifications and repairs to ensure that our customers can be completely confident in the safety and reliability of the cars and trucks they drive.
 
Chairman Waxman, Subcommittee Chairman Stupak, Ranking Members Barton and Walden, members of the Committee, these are only some of the steps Toyota is taking to earn back the confidence of Congress and the American people. Our 200,000 team members, dealership employees and suppliers in the United States are the backbone of that effort - and I am confident we will succeed in restoring customer trust in the quality, safety and reliability of our vehicles.
 
Thank you. I look forward to your questions.

Toyota's Statement Regarding ABC News Broadcast Simulating Electronic Engine Controls

Toyota spoke with Mr. Gilbert on February 16 in an effort to understand his concerns.  During this discussion, Mr. Gilbert explained that he had connected a resistor between the output wires of the two accelerator pedal sensors on a Toyota Tundra.  In other words, he had artificially introduced an abnormal connection between two otherwise independent signals coming from the accelerator pedal sensors.  Mr. Gilbert advised Toyota that he believed that his intentional misdirection of these signals could cause the vehicle to accelerate unexpectedly.
 
In response to Mr. Gilbert's claim as communicated to Toyota, Toyota confirmed that what Mr. Gilbert described would not cause unintended acceleration to occur.  In fact, under the abnormal condition described last week by Mr. Gilbert, if there is a short with low resistance between the two signals, the electronic throttle control system illuminates the "check engine" light and the vehicle enters into a fail-safe mode of engine idle operation.  If there is a short with high resistance, outside the range of "check engine" light illumination, the accelerator pedal continues to be responsive to driver input and the vehicle will return to the idle condition when the foot is taken off of the accelerator pedal.  Unintended acceleration would not occur.
 
After watching the story today on ABC News featuring Mr. Gilbert, Toyota was surprised to learn that Mr. Gilbert appears now to be making a different claim regarding the electronic throttle control system and in a vehicle other than as described to Toyota last week.  Although it is difficult to tell from the footage used in the story, Mr. Gilbert appears to be introducing a different external and artificial method to manipulate the throttle.  In order to set the record straight, Toyota welcomes the opportunity to evaluate the Toyota Avalon shown in today's story and the method by which Mr. Gilbert allegedly caused the vehicle to accelerate unintentionally.  We welcome the attendance of ABC News at any such evaluation of this vehicle and Mr. Gilbert's testing.

Akio Toyoda: We Will Set a New Standard for Openness and Response Speed on Safety Issues

Toyota Motor Corporation President Akio Toyoda outlines concrete steps the company is taking to set a new benchmark in automotive safety in a Wall Street Journal op-ed. Click here to read it.

Toyota Extends Brake Override System to Provide an Additional Measure of Customer Confidence

TORRANCE, Calif., February 22, 2010 - Toyota Motor Sales (TMS), U.S.A., Inc. today announced that it will install a brake override system on an expanded range of customers' vehicles to provide an additional measure of confidence. This braking system enhancement will automatically reduce engine power when the brake pedal and the accelerator pedal are applied simultaneously under certain driving conditions.
 
The following year models have been added to the list of vehicles which will receive brake override upgrade: 2005-2010 Tacoma, 2009-2010 Venza and 2008-2010 Sequoia. Toyota previously announced that the system would be installed onto the 2007-2010 Camry, 2005-2010 Avalon, and the 2007-2010 Lexus ES 350, 2006-2010 IS 350 and 2006-2010 IS 250 models.
 
The brake override system is not an integral part of the recall remedy, but is instead being added as an extra measure of confidence for Toyota owners. It will be installed on Tacoma and Venza at the same time as the recall modifications are performed.
 
Notification to customers regarding brake override installation for Sequoia will be sent separately from the current recall campaign for sticking accelerator pedals.
 
In addition to upgrades on existing vehicles, this feature is scheduled to be incorporated into future new production of most models sold in the United States by the end of 2010.
 
"Expansion of this brake override system underscores Toyota's commitment to building the safest and most reliable vehicles on the road, as we have for 50 years, and to ensuring that our customers have complete confidence in the vehicles they drive." said Jim Lentz, President and Chief Operating Officer of TMS. 
 
Detailed information and answers to questions are available to customers at www.toyota.com/recall and at the Toyota Customer Experience Center at 1-800-331-4331.

TMC Details Approach to Quality-Related Matters

 
 
 
 
February 17, 1010 - Tokyo - Toyota Motor Corporation (TMC) announces that, at a press conference in Tokyo today on quality-related matters, it disclosed the following:
 
Japan-market recall progress
The company has completed preparations for recall repair for the Toyota "Sai" and Lexus "HS250h", and its dealers began notifying owners today about the recall procedures.
 
Electronic throttle control technology safety
TMC's electronic throttle-control system incorporates overlapping failsafe features linked to several sensors. The occurrence of a problem causes the system to shift the engine to idling mode or even to shut it off. TMC has conducted rigorous testing under extremes of electromagnetic interference, vibration and other adverse conditions. That testing has conclusively verified that the system cannot accidentally induce acceleration.
 
In addition, TMC has commissioned an independent, third-party research organization to test its electronic throttle control system. TMC will release the findings of that testing as they become available.
 
Measures for improving product quality
TMC will appoint a person to the post of chief quality officer for each principal geographical region to make the company more alert to customer sentiment. Such officers will serve on the company's newly established Special Committee for Global Quality. That committee, to be headed by TMC's president, is for steering the company's quality-improvement activities onto a new and higher plane. The Special Committee for Global Quality will hold its first meeting on March 30.
 
TMC will ask independent third-party experts to review the contents of that meeting.
 
In another initiative, TMC is strengthening its framework for conveying customer input from each region directly to its Quality Group and to its Product Development Group to translate that input more promptly into quality improvements in products. The initiative will get under way first in the United States, where TMC will expand its network of technical offices to fine-tune its information-gathering capabilities in an aim to be able to conduct on-site inspections within 24 hours of every reported incident of suspected product malfunction.
 
TMC will add a brake-override system, which cuts engine power when the accelerator and brake pedals are applied at the same time, to all future vehicle models worldwide.
 
TMC will more actively use on-board event data recorders, which can, in the event of a malfunction, provide information necessary for conducting such activities as technological investigations and repairs.
 
TMC, sincerely taking to heart customer feedback gained through genchi genbutsu, reaffirms-along with its dealers worldwide, suppliers and employees-its commitment to unwavering quality in products and services and to the spirit of "customer first". TMC will continue to endeavor to provide products that are safe and reassuring. 
 
 
2010 Prius/2010 Lexus HS 250h/Camry Voluntary Recalls:
 
 
 
 
 
 
 
 
 
Sticking Accelerator Pedal Recall:
 
 
 
 
 
 
 
 
 
Toyota Update (Feb. 2, 2010) 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
Toyota Temporarily Suspends Sale of Selected Vehicles (Jan. 26, 2010/Updated Jan. 28, 2010)
 
 
Potential Floor Mat Interference with the Accelerator Pedal in Certain Toyota and Lexus Vehicles:
 
 
 
 
 
 
 
 
 
 
NHTSA report (Nov. 2, 2009)
 
Toyota owner letter (Nov. 2, 2009)
 
 
 
 
 

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

TMC Details Approach to Quality-Related Matters

February 17, 1010 - Tokyo - Toyota Motor Corporation (TMC) announces that, at a press conference in Tokyo today on quality-related matters, it disclosed the following:
 
Japan-market recall progress
The company has completed preparations for recall repair for the Toyota "Sai" and Lexus "HS250h", and its dealers began notifying owners today about the recall procedures.
 
Electronic throttle control technology safety
TMC's electronic throttle-control system incorporates overlapping failsafe features linked to several sensors. The occurrence of a problem causes the system to shift the engine to idling mode or even to shut it off. TMC has conducted rigorous testing under extremes of electromagnetic interference, vibration and other adverse conditions. That testing has conclusively verified that the system cannot accidentally induce acceleration.
 
In addition, TMC has commissioned an independent, third-party research organization to test its electronic throttle control system. TMC will release the findings of that testing as they become available.
 
Measures for improving product quality
TMC will appoint a person to the post of chief quality officer for each principal geographical region to make the company more alert to customer sentiment. Such officers will serve on the company's newly established Special Committee for Global Quality. That committee, to be headed by TMC's president, is for steering the company's quality-improvement activities onto a new and higher plane. The Special Committee for Global Quality will hold its first meeting on March 30.
 
TMC will ask independent third-party experts to review the contents of that meeting.
 
In another initiative, TMC is strengthening its framework for conveying customer input from each region directly to its Quality Group and to its Product Development Group to translate that input more promptly into quality improvements in products. The initiative will get under way first in the United States, where TMC will expand its network of technical offices to fine-tune its information-gathering capabilities in an aim to be able to conduct on-site inspections within 24 hours of every reported incident of suspected product malfunction.
 
TMC will add a brake-override system, which cuts engine power when the accelerator and brake pedals are applied at the same time, to all future vehicle models worldwide.
 
TMC will more actively use on-board event data recorders, which can, in the event of a malfunction, provide information necessary for conducting such activities as technological investigations and repairs.
 
TMC, sincerely taking to heart customer feedback gained through genchi genbutsu, reaffirms-along with its dealers worldwide, suppliers and employees-its commitment to unwavering quality in products and services and to the spirit of "customer first". TMC will continue to endeavor to provide products that are safe and reassuring.

Toyota Motor Corporation Press Conference on Quality - Akio Toyoda

 
Toyota Motor Corporation Press Conference Addressing Quality-Related Matters
Speech by Akio Toyoda, President
February 17, 2010
Tokyo
 
Thank you for joining us here today following a similar gathering just last week.
 
Repair operations began for the "Prius" this past weekend. To speak to customers and to
encourage dealer staff members carrying out the repairs, I visited several Toyota sales outlets.
 
The repair effort for the Prius is fast moving ahead, and, in Japan, including vehicles for which repair appointments are set, some dealer outlets are reporting they are already confident of attaining a 100% repair rate. This rapid progress is a tribute to the understanding and cooperation exhibited by our customers, to whom I would like to express my deepest gratitude.
 
Also, we have completed preparations for repair operations for the "Sai" and "Lexus HS250h", as we announced today in newspaper notices. Our dealers have begun notifying owners of those models today.
 
Working with our dealers as one, we aim to attain a 100% repair rate as soon as possible, as we endeavor to provide our customers with vehicles that are safe and reassuring.
 
Since autumn, we at Toyota have worked hard to address each of a number of quality issues. We conducted a safety campaign in the United States to respond to a problem with floor mats. We recalled vehicles to resolve a problem with accelerator pedals. And we recalled the Prius and other models to address a braking system issue. But against the backdrop of our efforts, there are a number of points on which we need to deeply reflect.
 
Safety standards and technical benchmarks usually form the basis for decision-making on recalls. But in the case of the Prius and the other models, our highest priority was to provide customer reassurance. This prompted us to decide on a recall in a very short time. This emphasis on customer reassurance will continue to be a centerpiece of our actions.
Next, I would like to talk about concerns over our technological and business accountability.
 
News reports in the U.S. are spreading concern about the electronic throttle control system in Toyota vehicles, namely the electronic signals from the accelerator pedal that control the opening and closing of the throttle. These reports say the system can malfunction, resulting in sudden unintended acceleration.
 
Our electronic throttle control system incorporates overlapping failsafe features linked to several sensors. The occurrence of any problem causes the system to return the engine to idling mode or to shut it off. We have conducted rigorous testing under extremes of electromagnetic interference, vibration and other adverse conditions to conclusively verify that the system cannot accidentally induce acceleration.
 
We have also commissioned an independent, third-party research organization to test our electronic throttle control system, and we will release the findings of that testing as they become available.
 
On another subject, I have worked to adapt our management to regional needs and circumstances since I became president last June. I have been considering the rapid growth in our manufacturing and marketing operations. And I have been eager to keep management decision-making close to our customers. We need to be where we can hear directly from our customers. That will enable us to incorporate customer feedback swiftly in research and development and, as necessary, in hands-on measures in the marketplace, including product recalls.
 
To further promote this effort, the Special Committee on Global Quality, which I will head and which will include people in the post of chief quality officer from various regions, is now being set up. In the same spirit, we have strengthened our framework for conveying customer input from each region directly to our company's Quality Group and Product Development Group.
 
Furthermore, to heighten the level of reassurance for those who use our vehicles, we will add a brake-override system, which cuts engine power when the accelerator and brake pedals are applied at the same time, to all future vehicle models worldwide.
 
We will also make more active use of event data recorders. This is because we have recognized that we should enhance our information-gathering capabilities and because analysis of onboard data is useful for improving quality.
 
I will continue to step out into our sales and manufacturing workplaces, and I join our dealers worldwide, our suppliers and our employees in reaffirming the Toyota commitment to unwavering quality in products and services and to the spirit of "customer first".
 
I thank you again for joining us today. And I look forward to fulfilling your highest expectations of our company.
 
Thank you.


FOR RELEASE AT 6:30 AM EST ON MONDAY, FEB. 1, 2010
TMS-007-10


Toyota Announces Comprehensive Plan to Fix Accelerator Pedals on Recalled Vehicles and Ensure Customer Safety

Rigorously Tested Reinforced Pedals Will Eliminate the Excess Friction that Caused Sticking 

Toyota Will Make Concerted Effort to Repair Recalled Vehicles as Quickly and Conveniently as Possible


TORRANCE, Calif., February 1, 2010 - Toyota Motor Sales (TMS) U.S.A., Inc., today announced it will begin fixing accelerator pedals in recalled Toyota Division vehicles this week.  Toyota's engineers have developed and rigorously tested a solution that involves reinforcing the pedal assembly in a manner that eliminates the excess friction that has caused the pedals to stick in rare instances.  In addition, Toyota has developed an effective solution for vehicles in production.

Parts to reinforce the pedals are already being shipped for use by dealers, and dealer training is under way.  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. The company has also taken the unprecedented action of stopping production of affected vehicles for the week of February 1.

"Nothing is more important to us than the safety and reliability of the vehicles our customers drive," said Jim Lentz, president and Chief Operating Officer, TMS.  "We deeply regret the concern that our recalls have caused for our customers and we are doing everything we can - as fast as we can - to make things right.  Stopping production is never an easy decision, but we are 100% confident it was the right decision.  We know what's causing the sticking accelerator pedals, and we know what we have to do to fix it.  We also know it is most important to fix this problem in the cars on the road."

Lentz added: "We are focused on making this recall as simple and trouble-free as possible, and will work day and night with our dealers to fix recalled vehicles quickly.  We want to demonstrate that our commitment to safety is as high as ever and that our commitment to our customers is unwavering."

On January 21, Toyota announced its intention to recall approximately 2.3 million select Toyota Division vehicles equipped with a specific pedal assembly and suspended sales of the eight models involved in the recall on January 26. 

Toyota vehicles affected by the recall include:

  • 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

No Lexus Division or Scion vehicles are affected by these actions.  Also not affected are Toyota Prius, Tacoma, Sienna, Venza, Solara, Yaris, 4Runner, FJ Cruiser, Land Cruiser, Highlander hybrids and certain Camry models, including Camry hybrids, all of which remain for sale.

Further, Camry, RAV4, Corolla and Highlander vehicles with Vehicle Identification Numbers (VIN) that begin with "J" are not affected by the accelerator pedal recall.

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.

Detailed information and answers to questions about issues related to this recall are available to customers at www.toyota.com/recall and at the Toyota Customer Experience Center at 1-800-331-4331.

How Toyota Will Fix Recalled Vehicles
   
Toyota has pinpointed the issue that could, on rare occasions, cause accelerator pedals in recalled vehicles to stick in a partially open position.  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.  The 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.

Toyota's solution for current owners is both effective and simple.  A precision-cut steel reinforcement bar will be installed into the assembly that 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.  The company has confirmed the effectiveness of the newly reinforced pedals through rigorous testing on pedal assemblies that had previously shown a tendency to stick. 

Separately from the recall for sticking accelerator pedals, Toyota is in the process of recalling vehicles to address rare instances in which floor mats have trapped the accelerator pedal in certain Toyota and Lexus models (announced November 25, 2009), and is already notifying customers about how it will fix this issue.  In the case of vehicles covered by both recalls, it is Toyota's intention to remedy both at the same time.


 
Toyota Recall and Safety Quick Links:


  
A Message from Jim Lentz,
President of Toyota USA
 

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