Vehicle: Toyota C-HR Hybrid Comfort
VIN: JTPAAAAA60R070793
Delivery date: October 2024
Seller : Toyota portugal (Toyota Caetano Portugal ), Caetano Auto S/A
Payment: Paid in full, cash, including taxes, 3-year maintenance contract, and insurance
I am submitting this formal complaint against Toyota Portugal ( Toyota Caetano portugal) Caetano Auto S/A from whom I purchased a new Toyota C-HR Hybrid Comfort (VIN: JTPAAAAA60R070793) delivered in October 2024.
At delivery, when my husband pressed the brake pedal to start the vehicle, an unusual and concerning noise from the braking system was immediately audible. Dealership staff stated this was “NORMAL” for new C-HR models, drew our attention to the VIN and said the car was produced in Japan, and assured us the noise would subside with regular use. We relied on this professional advice from the Toyota dealership and also explicitly informed them that we were expecting a baby and needed a dependable and safe vehicle.
After approximately 600 km, the brake system noise persisted. We returned the vehicle for inspection and were again told the issue was “NORMAL” and would require at least 1,000 km of driving to resolve. After more than 1,400 km, the issue not only persisted but worsened.
Additionally, a crack in the windshield was noted at delivery. Toyota acknowledged the defect and agreed to replace the windshield. To date, this replacement has not been completed.
In short, a lack of conformity existed from delivery. We were repeatedly told to continue driving rather than having the defect promptly repaired or the vehicle replaced. This delay worsened the damage and increased the safety risk. A new car must be delivered free from defects; it is not acceptable to deliver a defective vehicle and expect the customer to tolerate faults until they “disappear.”
• Main Issues :
A) Vehicle delivered with defects from the start (brake noise and cracked windshield at delivery).
B) Defects persisted and worsened after driving, despite repeated inspections and reassurances that they were “normal.”
C) Multiple safety and conformity defects confirmed by Toyota technicians in reports (14 July 2025 and 31 July 2025).
D) Contradictions and downplaying of defects in later reports.
E) Requests for vehicle data history, proper dealership documentation, and Toyota official addresses have not been fulfilled.
F) These defects caused significant inconvenience — including the risk of tyre blowout and loss of control — and now place my seven-month-old baby, my family, and me at ongoing risk.
• Verified Defects (based on technical reports & evidence) :
1. Brake system malfunction (noise while driving and braking, deep scoring on discs)
2. Rust and corrosion (brake discs, wheels, bolts and nuts, other components)
3. Premature and excessive tyre wear, with visible separation in front tyre (safety risk)
4. Steering instability and performance issues
5. Suspension irregularities (first noted, later dismissed)
6. Misaligned panels and dashboard gaps (6–7 mm difference documented)
7. Defective seatbelt cover
8. Defective roof rail plastic covers
9. Excessive fibre shedding from floor mats (safety risk for child)
10. Shark antenna defect
Brake malfunction, rust/corrosion, premature and excessive tyre wear with visible separation in front tyre and steering instability are not isolated issues but directly affect each other. Together they create a high risk of reduced braking performance, steering loss, and overall loss of vehicle control.
• Contradictions in Toyota Portugal Reports :
Brakes: “Malfunction” → “Deep scoring” → “Superficial scoring”
Tyres: “Shoulder wear” → “Slight wear” → “Not sufficient to explain wear” (despite deep visible wear & separation)
Steering: “Tilted” → “Slight tilt”
Body panels: “Irregular gaps” → “Slight asymmetries” → “Within tolerance” (but technician measurements show 6–7 mm gap, not within tolerance)
• Consumer Law Basis :
Portuguese Decreto-Lei n.º 84/2021
EU Directive 2019/771
Both require vehicles to be free of defects at delivery, fit for purpose, and provide remedies for lack of conformity (termination of contract and refund).
• Requested Remedies :
1.Termination of contract and Full refund of the vehicle purchase price, maintenance contract, taxes, and related costs.
2. Reasonable compensation for distress, inconvenience, and safety risks.
3. Written acknowledgment of defects and apology.
4. Correction of dealership documentation (sale via Cascais, not Alfragide).
5. Delivery of complete vehicle data history.
“I kindly request that DECO facilitate an independent technical inspection of the vehicle, preferably at no cost to me, in order to provide an impartial assessment of the defects.”
Summary:
Toyota Portugal sold a defective vehicle, confirmed defects in official reports, later minimized or reclassified them, and has not provided a proper remedy. These defects pose ongoing safety risks to my family and breach Portuguese and EU consumer law.
Supporting documents attached: purchase deeds, insurance, complaint letters, technical reports, photos, and final refund and compensation request.
Sincerely,
M.S.
