Safety Concern and Poor Customer Service – Toyota Prius (2016)
Dear Toyota Motor Corporation,
I have been a loyal Toyota customer for many years, trusting the brand for its reliability. Unfortunately, I am deeply disappointed by my recent experience.
My Toyota Prius (2016) suffered a sudden coolant loss due to a leaking exhaust gas heat exchanger. As a result, the engine may have overheated and could now be severely damaged.
Through my research, I discovered that this is a well-known issue reported by many other customers, including in online forums. In the United States, Toyota has acknowledged this problem since 2019, and affected vehicles were generally repaired under warranty.
However, my experience with Toyota customer service has been extremely disappointing. Despite the well-documented nature of this issue, I was told that I must cover the repair costs simply because I missed my last inspection. Additionally, I was informed that the necessary replacement part is currently unavailable and that the repair would be excessively expensive—estimated at €2,500 to €3,000—because the entire exhaust system must be replaced.
This situation is deeply frustrating, especially since the issue appears to be a known design flaw rather than a maintenance-related problem. Moreover, this defect poses a potential safety risk. Losing all coolant suddenly could lead to a hazardous situation—for example, if it occurred inside a tunnel, endangering both myself and other road users.
I had expected greater transparency, responsibility, and customer support from Toyota, especially for a safety-related issue. Unfortunately, no solution or goodwill gesture has been offered so far.
I respectfully ask Toyota Motor Corporation to investigate this matter and support me in finding a fair resolution. At the very least, I urge you to ensure the availability of the necessary parts and consider extending goodwill assistance for known technical issues like this one.
I sincerely hope that Toyota will uphold the values of quality, safety, and customer care that have made the brand so respected worldwide.
Thank you for your attention to this matter. I look forward to your response. How can I contact you?
Sincerely,
Rafael Osswald