Toyota Special Policy Assures Customer Satisfaction And Emphasizes Importance of Proper Vehicle Maintenance

TORRANCE, Calif., Feb. 8 -- Toyota Motor Sales (TMS), U.S.A., Inc., has implemented a Special Policy Adjustment (SPA) as a measure to insure customer satisfaction for a very small number of Toyota and Lexus owners who may have experienced a condition known as engine oil gelling, which can be caused by a lack of proper vehicle maintenance.

This condition, not unique to Toyota or Lexus products, tends to occur due to three factors. Changing motor oil less frequently than the recommended interval is the primary cause along with short, stop-and-go-driving cycles and cold weather climates. Symptoms of oil gelling include blue smoke coming from the tailpipe and/or excessive oil consumption, which may cause the malfunction indicator light (MIL) to illuminate.

If a customer vehicle exhibits signs of oil gelling, and the owner can show reasonable evidence of regular engine maintenance, Toyota will cover expenses related to the condition. This one-time goodwill gesture provides coverage for circumstances that would not be covered under warranty and is offered on a case-by-case basis for one year.

``We're not aware of any cases of oil gelling in properly maintained engines,'' said Bob Daly, TMS group vice president and general manager Toyota Customer Services. ``The vast majority of Toyota owners, and motorists in general, regularly maintain their vehicles and will never encounter this condition. But for some, busy schedules, budget considerations or misunderstanding of what constitutes 'normal' versus 'severe' driving conditions may result in neglecting their vehicle.

``Even though the complaint rate is extremely low, we think this is the perfect opportunity to go the extra mile to emphasize the need for proper maintenance of any vehicle and to spare a very few owners costly repairs,'' added Daly.

Letters reminding customers about the importance of keeping up with their vehicle's recommended maintenance programs and detailing the specifics of the SPA were sent to owners of potentially affected vehicles beginning in February 2002. Vehicles involved in this SPA include certain 1997-2001 model-year vehicles with four- and six- cylinder engines.

Toyota and Lexus owner's manuals stipulate oil changes every 7,500 miles or six months, whichever comes first under normal driving conditions, and 5,000 miles or four months under severe operating conditions. The 5,000-mile, or severe schedule, should be adhered to if a customer drives on unpaved or dusty roads, tows a trailer or makes repeated trips of less than five miles in cold temperatures.

``Toyota understands that customers can sometimes be confused about how to properly maintain their vehicles,'' commented Daly. ``We're confident that this program will remind customers of their responsibility as well as reassure those who have had regular oil changes that they have nothing to be concerned about.''

Toyota and Lexus vehicles are known worldwide for quality, dependability and reliability as shown by independent research from various well-known organizations. In fact, in the 2001 J.D. Power and Associates Vehicle Dependability Study (VDI), which examines the durability of vehicles after four to five years of ownership, Toyota and Lexus had 14 vehicles rank in the top-three of their respective segments.

Toyota owners who feel they qualify for repairs or reimbursement under the Special Policy Adjustment can call 888-802-9436 for more information. Lexus owners can call 888-654-6421.