Complaint 2157720

Complaint Summary

SERVICE BRAKES

Owner Narrative

I own a 2021 Toyota Highlander Hybrid. The vehicle exhibits a dangerous braking surge defect. When braking during cornering or in stop-and-go traffic, the vehicle randomly surges forward even though the brake pedal is depressed. This creates a serious safety hazard and increases the risk of collision. On multiple occasions, this defect has nearly caused an accident. The last time it happened we were driving in stop and go traffic and the vehicle surged forward while depressing the brakes and the engine died leaving a red triangle on the dash. Toyota has acknowledged this condition through Technical Service Bulletin T-SB-0059-23, which applies to my vehicle. The bulletin involves reprogramming the brake actuator assembly control module to address the braking transition between regenerative and hydraulic braking. Despite this, Toyota has refused to apply hybrid system warranty coverage, misclassifying the defect as a conventional brake issue. My vehicle is available for an inspection. I contacted Toyota corporate, who initially responded but failed to provide follow-up or resolution. The defect persists after the bulletin was applied. Toyota’s refusal to cover the repair under the hybrid warranty leaves me with an unresolved safety defect. This complaint is intended to document the ongoing safety risk and Toyota’s failure to provide adequate remedy under warranty. I request NHTSA investigate this issue as a systemic safety defect affecting 2020–2022 Highlander Hybrid models.

Owner-submitted narrative on file with NHTSA. Complaint narratives are self-reported and have not been verified.