Car Quality

Dear Toyota South Africa Customer Relations,

I am writing to formally raise a complaint regarding my Toyota Starlet Cross XR Auto, which was purchased brand new in October 2025.

In April 2026, I noticed that both rear light units were retaining water after rainfall. When the boot is opened, water drips out from the rear lights, which is clearly not acceptable for a new vehicle. In addition, the rear passenger floor mat/carpet area has started coming loose.

The vehicle has since been inspected at both Toyota Paarl and Toyota Ottery. Toyota Ottery advised that replacement parts can be ordered and that the vehicle must be booked in again for repairs.

While I appreciate that the matter has been acknowledged, I am extremely concerned and disappointed that a vehicle purchased brand new less than a year ago is already experiencing these issues. These defects appear to be related to faulty workmanship or manufacturing defects and should therefore be fully covered under warranty

I would also like clarification on whether Toyota South Africa will provide me with a courtesy vehicle while my car is being repaired. I do not believe it is reasonable for me to miss work, arrange alternative transport, or pay for Uber trips due to faults on a new vehicle that are not of my making.

I therefore request the following confirmation in writing:

That all repairs relating to the water-retaining rear lights and loose rear passenger mat/carpet will be fully covered under warranty. That a courtesy vehicle will be made available to me for the duration of the repair process. The estimated turnaround time for the repairs once the parts arrive.

I purchased this vehicle with the expectation of Toyota’s well-known quality and reliability, and I trust that this matter will be resolved professionally and without further inconvenience.