The unusual step follows a recall of up to 1.8 million vehicles over an accelerator pedal fault.
The car marque used the video sharing website in an attempt to restore trust in the brand and avoid damage to its reputation. Reports estimate the damage to the brand could cost it as much as £4bn worldwide.
On the YouTube video, Lentz says: “I hope you will give us a chance to win back your trust.”
The move follows the launch of a pan-European recall campaign to ensure all customers knew how to get the pedal issue resolved.
The cars affected range from 2005 to 2010 models and include the Aygo, Iq, Yaris, Auris, Corolla, Verso, Avensis and Rav4 sub-brands. No Lexus models and no other Toyota models are affected.
Rival marques Honda, Peugeot and Citroen, have also had to recall thousands of models due to similar faults.