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Toyota Dealers, Drivers React To Confusion

Dealerships Begin Receiving Fix For Accelerator Problem

POSTED: Wednesday, February 3, 2010
UPDATED: 7:27 pm EST February 3, 2010

Toyota's dealers, who have started to repair defective gas pedals in millions of U.S. vehicles, are extending hours, making house calls and offering other services as they try to repair the damage to Toyota's reputation.

Toyota Motor Corp. recalled eight vehicles Jan. 21 and stopped selling those vehicles five days later because their accelerator pedals could stick in a depressed position. Toyota is sending dealers a piece of steel about the size of a postage stamp that can be inserted into the accelerator mechanism and eliminate the friction that causes the problem.

The same day dealerships began to receive the shims, Joe Geraghty panicked after hearing transportation secretary Ray LaHood said Toyota owners should stop driving a get their cars fixed. He rushed to the closest dealer, but not long after, LaHood clarified his statement.

"So, what I said in there was obviously a misstatement. I -- what I meant to say and what I thought I said was, if you own one of these cars or if you're in doubt, take it to the dealer and they're going to fix it," LaHood said.

After hearing LaHood clarified his statement, Geraghty said he was tired of the stress of owning a Toyota.

"What are we going to do? We just drove down here from New Jersey," Geraghty said.

Daytona Toyota manager Gib Dannehower said his phones were ringing off the hook until LaHood told owners it was OK to drive recalled Toyotas if necessary.

"A lot of fear and concern with a statement like that," Dannehower said.

With only a limited number of shims going to each dealer, drivers are being asked to be patient and make an appointment with their dealership.

Toyota is giving U.S. dealers payments of up to $75,000 to help them offer extra measures like house calls.

"Within the next several days, you will receive a check from us (no strings attached) with a simple request - 'do the right thing on behalf of Toyota customers'," Toyota group vice president Bob Carter said Tuesday in the letter to dealers obtained by The Associated Press.

Carter thanked dealers for their extraordinary measures. He also suggested other steps, like additional hires to help with recall repairs, dedicated recall service lanes and complimentary oil changes.

"Toyota dealers already know the first and most critical step of rebuilding the confidence and trust of Toyota owners is the interaction and service they receive in your dealership," Carter said.

Toyota is sending checks this week based on the number of cars each dealer sold in 2009. Dealers who sold fewer than 500 cars will get $7,500. Dealers who sold more than 4,000 will get $75,000. Toyota has around 1,200 U.S. dealers.

Besides the 2.3 million U.S. vehicles recalled because of the gas pedal problem, Toyota recalled 5 million vehicles to fix floor mats that could inadvertently trap the accelerator pedals.

Carter said Toyota is considering other marketing efforts to win back customers' confidence, but he didn't elaborate. Toyota may have to offer rebates and low-interest financing to lure back customers, which could force other automakers to raise their incentives.

Toyota's January sales fell 16 percent, and the company estimated it lost 20,000 sales due to the recall and sales stoppage.
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