Decision Maker Response
Aaron Fowles’s response
Oct 26, 2016 — The Snells’ Vehicle Was Fully Repaired, and Toyota Covered all Costs
Toyota is committed to putting its customers first, including members of the U.S. military stationed at home and abroad. Although Toyota’s New Vehicle Limited Warranty states that repairs to U.S. vehicles operated outside the U.S., U.S. territories and Canada may not be free of charge, Toyota nonetheless works hard to provide U.S. military serving overseas with no cost repairs, consistent with the Warranty. This is what Toyota did for the Snell family. Their vehicle was fully repaired in early 2015, they were reimbursed for all out-of-pocket expenses, and Mrs. Snell has testified that the issue hasn't recurred since then.
Toyota Does Not Believe the Vehicle Must Be Repurchased
Due to differences in vehicle design and diagnostic tools between the U.S. and European markets, as well as the need to order and ship parts from the U.S. to repair the vehicle, the Snells’ vehicle was out of service in Germany for more than 30 days. An Arbitrator concluded that, because the vehicle was out of service for this amount of time, it qualified for repurchase under Georgia's Lemon Law. Given the circumstances, Toyota doesn’t believe this delay in fully repairing the vehicle in Germany qualifies it for repurchase, as the Snells requested in arbitration. Therefore, Toyota is simply appealing an Arbitrator’s decision, as allowed under state law.
Toyota Strongly Supports our U.S. Service Members and their Families
Toyota values the contributions and sacrifices that U.S. military personnel and their families make every day, and our company and team members have long supported a number of important initiatives that serve this community. This includes creating 300 higher education scholarships for children of Marines and Navy Corpsmen through a $1.35 million contribution to the Marine Corps Scholarship Foundation, as well as financial and in-kind support for the Hiring Our Heroes program, which helps veterans, transitioning service members and military spouses find meaningful employment opportunities.