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Thursday, February 04, 2010
Toyota Parts In, But Picture Still Cloudy
By Rivkela Brodsky
Journal Staff Writer
As U.S. Transportation Secretary Ray LaHood alarmed millions of Toyota owners whose vehicles have been recalled by saying they should "stop driving" their vehicles, the first pedal repair parts were arriving at Larry H. Miller American Toyota in Albuquerque.
Then the phones began to ring.
LaHood's comments, which he later retracted, prompted a burst of national and local calls from customers to dealerships nationwide — American Toyota fielded about 15 calls and Larry H. Miller Karl Malone Toyota about 20, their general managers told the Journal.
"We believe we've been able to talk to our customers and inform them of the recall and how quickly we can remedy it," said J.R. Malouff, general manager for American Toyota. "We feel we have it under control and we will move forward until every repair that needs to be done will be done."
Ernest Riach, general manager at Karl Malone, said most customers understood LaHood's Wednesday morning comment was "a huge mistake."
"It was really unfortunate that someone (with) Secretary Ray LaHood's power would say something like this," he said. "It's kind of like dropping a bomb and saying, 'I'm sorry.' We still have to deal with it."
Toyota is facing a huge public relations problem over reports of cars speeding out of control. There have been a number of fatalities and compelling video of people panicking as they speed toward a fatal crash, unable to slow the vehicle.
The company first blamed floor mats but then said there also was a problem with the accelerator pedals. LaHood and others have suggested problems with electronic systems could be a factor and say further investigation is needed.
Both American Toyota and Karl Malone Toyota began receiving parts for the accelerator pedal repair Wednesday and plan to extend service hours next week to accommodate customer needs. Customers should get letters informing them what steps they should take to get their vehicles repaired next week.
Wendy Clary on Wednesday brought her 2010 Camry to American Toyota, where it was promptly fixed.
"It just got to the point where I was not feeling good driving in the car," she said, adding that LaHood's comments only added to the confusion.
"When you are involved in it, your thought process is so different, because your first thought is panic. ... But (American Toyota) eased my mind by not blowing me off," she said. "I have so much more peace of mind."
American Toyota had repaired 40 vehicles as of Wednesday afternoon, including Clary's. She said she plans to stick with the brand.
Toyota, for its part, tried to reassure drivers that sticky gas pedals have been rare — and the cars can be stopped in any event by firmly stepping on the brakes.
LaHood's final word on the issue: "What I said in there was obviously a misstatement. What I meant to say ... 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."
The confusion played out as word surfaced that the National Highway Traffic Safety Administration is looking into about 100 complaints in the United States and Japan about brake problems with the popular Prius hybrid, which is not part of the recall.
Further clouding the picture for consumers: the notion that problems could extend beyond Toyota vehicles. Federal officials have widened their investigation of malfunctioning gas pedals to see if the same problem exists in cars made by other auto companies.
The traffic safety agency said it had sent a letter to CTS, the Indiana company that made the pedals for Toyota, to find out more about the pedals it has manufactured for other auto companies, including Honda, Nissan and a small number of Fords in China. CTS has been adamant that the issues are limited to Toyota.
LaHood also said his department had received new complaints about auto electronics and would undertake a broad review into whether automobile engines could be disrupted by electromagnetic interference caused by power lines or other sources.
The Associated Press contributed to this story.
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