Toyota Motor Honsha Plant — Local services in Toyota

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...

Greetings from Germany. As the Customer Service in Germany seems only have to have one job which is to make life bad for customers i try to send my complaint directly to the HQ.

First of i recommend to send someone from Japan to do a check up on the German HQ of Toyota as it seems they're doing a very bad job when it comes to customer satisfaction. (just check their google reviews)

My Car is my first Japanese Car and it will be my last with my current experience. I always thought buying a Japanese brand would be equal to german quality at least. But i was very wrong. I am driving a Pro Ace City Verso as it seemed to be a very good family car. Little did i know that after the 3 year warranty almost everything that can break in the car will start to break. Usually no problem as any good company would be interested in fixing those problems. Not so with Toyota in Germany. They refused to cover the cost for an broken timing belt which is supposed to last for at least 100k km but only made it to 52k km only because the service was done 14 days too late according to Toyota Germany and therefore not covered under the warranty. I was even told that my brakes are expected to be below safety measures after about 6k km and therefore need to be replaced as well. After only 3 years....

Now imagine if i would've relied on the quality of Toyota and did not go to the service to have this checked. Worst case would be that it broke while driving on a german highway with my wife and kids inside.

I do not expect you to cover my cost anymore as i cherish the lifes of me and my family and payed everything myself. But i expect you to have some honor and think of all the families driving your cars with obviously cheap material inside. Rest assured i will never buy a Toyota again and believe me when i say that i will talk about this experience to everyone i know at every occassion possible.

I am not happy having to write this to you but obviously noone will...

I’m sorry to say that, the worst car I have ever owned is the Toyota Land Cruiser 2023. I bought the LC300 GR Sport it had around 36,000 km but the engine failed 😞. The dealer in Dubai “Al-Futtaim” changed the engine at the same time I received my LC300 with the new replacement engine within one second i got out from the maintenance center my car stopped in the middle of road I didn’t drive more then 10 meters only. I take it back to them and I’m too much disappointed. I want to contact you to explain the all details...