ZH6-Dealer Lette

◄ IMPORTANT UPDATE ►
The attached Dealer Letter has been updated. Refer to the details below.
DATE
August 28, 2017
•
•
•
•
•
TOPIC
Frame Replacement is now available.
Owner Mailing section has been updated.
Part ordering information has been added.
Warranty Op Codes and Sublet information has been added for frame replacement
procedure.
Owner Letter has been updated to include information regarding Limited Service
Campaign (LSC) H0F.
The most recent update in the attached Dealer Letter will be highlighted with a red box.
Please review this notification with your staff to assure that all relevant personnel have been briefed regarding this
subject.
Thank you for your cooperation.
© 2017 Toyota Motor North America
Toyota Motor Sales, USA, Inc.
6565 Headquarters Drive
Plano, TX 75024
(469) 292-4000
Original Publication Date: July 17, 2017
To:
All Toyota Dealer Principals, General Managers, Service Managers, and Parts Managers
Subject:
Warranty Enhancement Program ZH6
Certain 2005 – 2010 Model Year Tacoma
Extension of Warranty Coverage for Frame Corrosion
In our continuing efforts to ensure the best in customer satisfaction, Toyota is announcing a Warranty Enhancement
Program to extend the warranty coverage for Frame Corrosion on certain 2005 – 2010 model year Tacoma vehicles.
On May 21, 2017, a settlement of claims in a class action lawsuit involving 2005 – 2010 Toyota Tacoma vehicles
regarding frame corrosion was approved. This finally approved class action settlement includes inspection of the
customer’s frame, and if the frames meet or exceed the Rust Perforation Standard based on the Court-ordered
inspection criteria, the frame will be replaced at no cost to the customer.
This settlement will also include CRC (Corrosion Resistant Compound) application. Toyota is currently preparing
parts for CRC application process. CRC application will be covered under a separate Limited Service Campaign (LSC
– H0F), and will only be available for vehicles registered in the Cold Climate States1 that pass frame inspection criteria,
and did not:
•
•
Previously have the frame replaced and/or:
Previously had the frame sprayed with CRC under any previous campaign
Frame Inspection
Estimated Launch
Timing*
Available
Frame Replacement
Available
Customer
Reimbursement
Available
Frame CRC
Application
Available
Activity
Notes
As necessary
Upon meeting or exceeding the Rust Perforation Standard based
on Court-ordered inspection criteria
Through Settlement Administrator; see
www.toyotaframesettlement.com
Only for vehicles that do not meet or exceed the Rust Perforation
Standard based on Court-ordered inspection criteria; only for
cold-climate states1; under LSC H0F; expires May 20, 2019
* Estimated Launch Timing is subject to change based on availability of remedy parts.
1–
District of Columbia (DC), CT, DE, IL, IN, KY, MA, MD, ME, MI, MN, NH, NJ, NY, OH, PA, RI, VA, VT, WI, and
WV.
Background
• Toyota has received reports that certain 2005 through 2010 model
year Tacoma vehicles operated in specific cold climate areas (Cold
Climate States) with high road salt usage may exhibit more-thannormal corrosion to the vehicle’s frame.
• Toyota investigated these reports and determined that the frames in
some vehicles may not have corrosion-resistant protection sufficient for
Tacoma shown in example.
use in these areas.
• This combined with prolonged exposure to road salts and other
environmental factors, may contribute to the development of more-than-normal rust in the frame of some vehicles.
• This condition is unrelated to and separate from normal surface rust which is commonly found on metallic surfaces
after some years of usage and/or exposure to the environment.
The following information is provided to inform you and your staff of the program notification schedule and your
anticipated degree of involvement.
© 2017 Toyota Motor North America
W a r r a n t y E n h a n c e m e n t P r o g r a m Z H 6 - D - P a g e |2
Warranty Enhancement Program (WEP) Details
This Warranty Enhancement Program provides enhanced coverage to the vehicle’s “New Vehicle Limited Warranty”
as it applies to frame corrosion. The specific condition covered by this program is rust that satisfies the Rust
Perforation Standard as per the Settlement Agreement. If the condition is verified, the vehicle will be repaired with
a new frame under the terms of this Warranty Enhancement Program.
•
The coverage offers the latter of 12 years from the Date of First Use (DOFU) or 1 year from the date of final
approval (5/21/2017).
This coverage is for warranty work performed at an authorized Toyota dealer only. It is subject to the terms of the Settlement
Agreement and conditions set forth in the New Vehicle Limited Warranty Section of the Owner’s Warranty Information booklet, except
where conflicting with the Settlement Agreement, in which case, the Settlement Agreement controls. For example, damage from
abuse, an accident, theft and/or vandalism is not covered by the New Vehicle Limited Warranty or this warranty enhancement.
Warranty Enhancement Coverage:
If a customer believes their vehicle has been operated in cold climate regions of the United States where high road
salt is frequently used and/or a customer is concerned that their vehicle’s frame has more-than-normal corrosion,
Toyota dealerships are requested to inspect the vehicle’s frame for corrosion using the Court-ordered Frame
Inspection and Replacement Protocol. Based upon the results of the inspection, dealerships are requested to do one
of the following at no charge to the vehicle owner:
•
•
•
For warm climate states, if the vehicle’s frame passes Toyota’s inspection, no further action is required.
For Cold Climate States (District of Columbia (DC), CT, DE, IL, IN, KY, MA, MD, ME, MI, MN, NH, NJ, NY,
OH, PA, RI, VA, VT, WI, and WV), if the vehicle’s frame passes Toyota’s inspection, the vehicle may be eligible
to have Corrosion Resistant Compound (CRC) protection applied. This will be applied under a separate
Limited Service Campaign (LSC – H0F)).
For all states and territories, if the vehicle’s frame meets or exceeds the standard for frame replacement, the
frame will be replaced at no charge to the customer.
Covered Vehicles
There are approximately 887,000 vehicles covered by this Warranty Enhancement Program. Approximately 12,300
vehicles involved in this Warranty Enhancement Program were distributed to Puerto Rico.
Model Name
Model Year
UIO
Production Period
Tacoma
2005 – 2010
887,000
Mid-September 2004 – Mid-July 2010
Owner Letter Mailing Date
Toyota will begin to notify owners in early September 2017 and will be mailed over several months. A sample of the
owner notification letter has been included for your reference.
Technician Training Requirements
The repair quality of covered vehicles is extremely important to Toyota. All Toyota dealership technicians performing
this repair are required to successfully complete the most current version of the E-Learning course “Safety Recall and
Service Campaign Essentials”. To ensure that all vehicles have the repair performed correctly, technicians performing
this repair are required to currently hold at least one of the following certification levels:
•
•
•
•
Certified Technician (any specialty)
Expert Technician (any specialty)
Master Technician
Master Diagnostic Technician
Final repair must be signed off and validated by a MDT.
Always check which technicians can perform the recall remedy by logging on to https://www.uotdealerreports.com. It
is the dealership’s responsibility to select technicians with the above certification level or greater to perform this repair.
Carefully review your resources, the technician skill level, and ability before assigning technicians to this repair. It is
important to consider technician days off and vacation schedules to ensure there are properly trained technicians
available to perform this repair at all times.
© 2017 Toyota Motor North America
W a r r a n t y E n h a n c e m e n t P r o g r a m Z H 6 - D - P a g e |3
Remedy Procedures
The Technical Instructions contain inspection criteria for completing the frame inspection, as well as instructions to
access the frame inspection website. The frame must be inspected by a qualified Toyota technician, who will inspect
the frame rails and cross member mounting locations. If any perforation in the frame is found to be 10 mm or larger,
then the frame will be replaced as per the Settlement Agreement. Please use the flow chart below. The TI will be
updated when frame replacement becomes available.
If the vehicle passes the frame inspection, and the CRC application is applicable, instructions will be provided in the
Technical Instructions under the LSC.
To assist dealers in determining the correct part number(s) to order, a website has been set up to look up part numbers
by VIN. Please go to http://toyota-frame-parts-lookup.imagespm.info. Select the appropriate campaign/vehicle, enter
the VIN, and the correct part numbers to order will be displayed. The website is for part(s) application reference
only and won’t order the parts, confirm campaign completion status, or confirm campaign applicability.
•
•
•
The parts will need to be ordered through the Dealer Daily Parts System.
ETAs for the parts will be available via the normal system.
Frame ETAs will be made available on the Dealer Daily website, in the MAC reference area.
Note: When first logging in; enter your dealer code and the default password; XXXXX. Upon logging in the
website will ask for you to reset the password and provide an email address.
Warranty Reimbursement Procedure
Verify Vehicle Eligibility:
1. Check the VIN range
2. Check the TIS vehicle Inquiry system
Yes
Perform pre-hoist inspection.
No
No further action required.
No
Contact your regional
representative for assistance.
Perform Frame Inspection utilizing the Inspection application.
Was perforation 10mm or larger found in the locations identified in
green below (during the rust removal and/or cleaning process)?
Is the vehicle applicable to LSC
H0F?
No
If No, no further action required;
return vehicle to customer.
Yes
Yes
Is your dealership located in a
cold climate state?
Inspection application submits report for FTS approval.
Was approval received from the FTS?
If No, H0F cannot be performed
at your facility; return vehicle to
customer.
Yes
Yes
Order parts and complete frame replacement.
Perform LSC H0F
Yes
WEP Complete
© 2017 Toyota Motor North America
W a r r a n t y E n h a n c e m e n t P r o g r a m Z H 6 - D - P a g e |4
Op Code
GHG17A
ZH6404
GHG19A
ZH6213
GHG17B
GHG17C
GHG17D
GHG17E
GHG17F
GHG17G
GHG17H
GHG17J
GHG19B
GHG19C
GHG19D
GHG19E
GHG19F
GHG19G
GHG19H
GHG19J
•
•
•
•
Description
2005-2008 MY Frame Inspection – No Significant Perforation
Found
2005-2008 MY Frame Inspection – Qualifying Perforation Found
– Awaiting Frame Replacement
2009-2010 MY Frame Inspection – No Significant Perforation
Found
2009-2010 MY Frame Inspection – Qualifying Perforation Found
– Awaiting Frame Replacement
2005-2008 MY Frame Inspection + Replace Frame and Install
Body Plugs – 2WD (Dealer)
2005-2008 MY Frame Inspection + Replace Frame and Install
Body Plugs – 4WD (Dealer)
2005-2008 MY Frame Inspection + Replace Frame and Install
Body Plugs – 2WD (Sublet)
2005-2008 MY Frame Inspection + Replace Frame and Install
Body Plugs – 4WD (Sublet)
2005-2008 Replace Frame and Install Body Plugs – 2WD
(Dealer)
2005-2008 Replace Frame and Install Body Plugs – 4WD
(Dealer)
2005-2008 Replace Frame and Install Body Plugs – 2WD
(Sublet)
2005-2008 Replace Frame and Install Body Plugs – 4WD
(Sublet)
2009-2010 MY Frame Inspection + Replace Frame and Install
Body Plugs – 2WD (Dealer)
2009-2010 MY Frame Inspection + Replace Frame and Install
Body Plugs – 4WD (Dealer)
2009-2010 MY Frame Inspection + Replace Frame and Install
Body Plugs – 2WD (Sublet)
2009-2010 MY Frame Inspection + Replace Frame and Install
Body Plugs – 4WD (Sublet)
2009-2010 Replace Frame and Install Body Plugs – 2WD
(Dealer)
2009-2010 Replace Frame and Install Body Plugs – 4WD
(Dealer)
2009-2010 Replace Frame and Install Body Plugs – 2WD
(Sublet)
2009-2010 Replace Frame and Install Body Plugs – 4WD
(Sublet)
Flat Rate Hour
0.5 hr/vehicle
0.5 hr/vehicle
0.5 hr/vehicle
0.5 hr/vehicle
39.5 hrs/vehicles
41.1 hrs/vehicle
0.5 hrs/vehicle
0.5 hrs/vehicle
39.0 hrs/vehicle
40.6 hrs/vehicle
0.0 hrs/vehicle
0.0 hrs/vehicle
39.5 hrs/vehicles
41.1 hrs/vehicle
0.5 hrs/vehicle
0.5 hrs/vehicle
39.0 hrs/vehicle
40.6 hrs/vehicle
0.0 hrs/vehicle
0.0 hrs/vehicle
Sublet: The sublet cost for Op. Codes GHG17D/19D, GHG17E/19E, GHG17H/9H, and GHG17J/19J (Replace
Frame by a Sublet shop) should be claimed under sublet type YF using the following formula:
o GHG17D/19D and GHG17G/19H = Maximum 38.2 Hours X Dealer Hourly Rate
o GHG17E/19E and GHG17J/19J = Maximum 39.8 Hours X Dealer Hourly Rate
The transportation cost of frame between dealer and outside repair shop will be reimbursed for the maximum cost
US $50.00 under the sublet cost column for the Op. No. GHG17D/19D, GHG17E/19E, GHG17H/19H and
GHG17J/19J with Sublet Type YC.
The transportation cost of vehicle between dealer and outside repair shop will be reimbursed for the maximum
cost US $250.00 under the sublet cost column for the Op. No. GHG17D/19D, GHG17E/19E, GHG17H/19H and
GHG17J/19J with Sublet Type YG.
ONE TIME COST: The cost for covering frames (if kept outdoors) will be reimbursed under op code GHG17Q
(2005-2008 Tacoma) GHG19Q (2009-2010 Tacoma), up to $100.00.
© 2017 Toyota Motor North America
W a r r a n t y E n h a n c e m e n t P r o g r a m Z H 6 - D - P a g e |5
Loaner Vehicle Reimbursement Procedure
Due to parts procurement limitations, for vehicles that do not pass the Toyota inspection criteria, rental vehicles will
be made available for up to 60 days (maximum $60 per day) if the vehicle is required to remain at the Toyota Dealer
overnight. In appropriate circumstances, where a customer desires a similar vehicle, please make an effort to
accommodate their request.
Op Code
GHG20A
GHG20B
GHG18A
GHG18B
Description
2009 - 2010 MY Vehicle Rental 1-30 days
2009 - 2010 MY Vehicle Rental 31-60 days
2005 - 2008 MY Vehicle Rental 1-30 days
2005 - 2008 MY Vehicle Rental 31-60 days
Customer Reimbursement
Customers who previously paid for the replacement of a frame, prior to January 3, 2017, are required to submit a
claim to the settlement administrator by July 20, 2017 (60 days after final court approval) for reimbursement
consideration by the Court-appointed Settlement Claims Administrator. Those customers who are eligible for
reimbursement will be provided a check by the settlement administrator. If customers have questions regarding the
status of their reimbursement requests, please have them contact the settlement administrator at 1- 800-481-7948.
Media Contacts
It is imperative that all media contacts (local and national) receive a consistent message. In this regard, all media
contacts must be directed to Victor Vanov (469) 292-1318 in Toyota Corporate Communications. Please do not
provide this number to customers. Please provide this contact only to media.
Customer Contacts
Customers who receive the owner letter may contact your dealership with questions regarding the letter and/or the
Warranty Enhancement Program. Please welcome them to your dealership and answer any questions that they may
have. A Q&A is provided to assure a consistent message is communicated.
Customers with additional questions or concerns are asked to please contact the Toyota Customer Experience Center
(1-888-270-9371) - Monday through Friday, 7:00 am to 7:00 pm, Saturday 7:00 am to 4:30 pm Central Time.
Customers with additional questions or concerns may visit the settlement website at www.toyotaframesettlement.com
or may contact the Settlement Administrator at 1-800-481-7948.
Thank you for your cooperation.
TOYOTA MOTOR SALES, U.S.A., INC.
© 2017 Toyota Motor North America
Warranty Enhancement Programs ZH6, ZH7, ZH8, ZH9
Multiple Models and Model Years
Extension of Warranty Coverage for Frame Corrosion
Frequently Asked Questions
Original Publication Date: July 17, 2017
On May 21, 2017, a settlement of claims in a class action lawsuit involving 2005 – 2010 Toyota Tacoma, 2007-2008
Tundra, and 2005-2008 Sequoia vehicles regarding frame corrosion was approved. This finally approved class action
settlement includes inspection of the customer’s frame, and if the frames meet or exceed the Rust Perforation
Standard based upon the Court-ordered inspection criteria, the frame will be replaced at no cost to the customer.
Toyota is currently preparing parts for frame replacement.
This settlement will also include CRC (Corrosion Resistant Compound) application. Toyota is currently preparing
parts for the CRC application process. Once available, CRC application will be covered under a separate Limited
Service Campaign (LSC), and will only be available for vehicles registered in the Cold Climate States1 that pass frame
inspection criteria, and did not:
•
•
Previously have the frame replaced and/or:
Previously had the frame sprayed with CRC under any previous campaign
Model
20052010
Tacoma
20072008
Tundra
20052008
Sequoia
Activity
Frame Inspection
Frame
ReplacementTacoma
Frame
Replacement –
Tundra
Frame
Replacement –
2008 Sequoia
Frame
Replacement –
2005 – 2007
Sequoia
Customer
Reimbursement
Frame CRC
Application
Estimated
Launch
Timing*
Available
Notes
As necessary
Available
Upon meeting or exceeding the Rust Perforation Standard
based on Court-ordered inspection criteria
September
2017
Upon meeting or exceeding the Rust Perforation Standard
based on Court-ordered inspection criteria
August 2017
Upon meeting or exceeding the Rust Perforation Standard
based on Court-ordered inspection criteria
September
2017
Upon meeting or exceeding the Rust Perforation Standard
based on Court-ordered inspection criteria
Available
Available
(Tacoma Only)
Through Settlement Administrator; see
www.toyotaframesettlement.com
Only for vehicles that do not meet or exceed the Rust
Perforation Standard based on Court-ordered inspection
criteria; only for cold-climate states1; under separate Limited
Service Campaign (LSC – H0F); expires May 20, 2019
* Estimated Launch Timing is subject to change based on availability of remedy parts.
1–
District of Columbia (DC), CT, DE, IL, IN, KY, MA, MD, ME, MI, MN, NH, NJ, NY, OH, PA, RI, VA, VT, WI, and
WV.
FAQ Page 1 of 3
© 2017 Toyota Motor North America
Q1:
A1:
What is the condition?
On the subject vehicles, Toyota has received reports that certain vehicles operated in specific cold climate
areas (Cold Climate States) with high road salt usage may exhibit more-than-normal corrosion to the vehicle’s
frame. Toyota investigated these reports and determined that the frames in some vehicles may not have
corrosion-resistant protection sufficient for use in these areas. This, combined with prolonged exposure to
road salts and other environmental factors, may contribute to the development of more-than-normal rust in the
frame of some vehicles. This condition is unrelated to and separate from normal surface rust which is
commonly found on metallic surfaces after some years of usage and/or exposure to the environment.
Q2:
A2:
What is Toyota offering and why?
On May 21, 2017, a settlement of the class action relating to Vehicle Frame Corrosion was finally approved
by the Court. As part of the class action settlement, Toyota will initiate a Warranty Enhancement Program
(WEP) to inspect affected vehicle’s frames, and, if necessary, replace the vehicle’s frame. If the vehicle’s
frame passes the inspection, and is registered in a Cold Climate State, the customer will be offered a Frame
CRC application. This WEP will be available for 1 year from May 21, 2017 or 12 years from the vehicle’s Date
of First Use (DOFU), whichever is longer. The CRC application will be offered under a separate Limited
Service Campaign (LSC – H0F) for a period of two years from the date of court approval.
Q3:
A3:
What is Toyota going to do?
Toyota will send (in phases consistent with parts availability and repair capacity), starting in September, 2017,
an owner notification by first class mail advising owners to make an appointment with their authorized Toyota
dealer to have their frame inspected.
If the owner experiences the condition described above, they should contact their local authorized Toyota
dealership for diagnosis. If the vehicle exhibits significant rust perforation based on Toyota inspection criteria,
the dealer will replace the vehicle’s frame with a new one at NO CHARGE to the customer.
Q4:
A4:
Which and how many vehicles are covered by this Warranty Enhancement Program?
There are approximately 1,385,100 vehicles covered by this Warranty Enhancement Program.
Model
Tacoma
Tundra
Sequoia
Q5:
A5:
Model Year
2005 – 2010
2007 – 2008
2005 – 2008
UIO
887,000
341,200
156,900
Production Period
Mid-September 2004 – Mid-July 2010
Late October 2006 – Mid-August 2008
Late March 2004 – Early August 2008
What are the parameters of this Warranty Enhancement Program (WEP) and Limited Service
Campaign (LSC)?
The terms of the WEP are:
•
The coverage offers the latter of 12 years from the Date of First Use (DOFU) or 1 year
from the date of final approval (5/21/2017).
This coverage is for warranty work performed at an authorized Toyota dealer only. It is subject to
the terms of the Settlement Agreement and conditions set forth in the New Vehicle Limited
Warranty Section of the Owner’s Warranty Information booklet, except where conflicting with the
Settlement Agreement, in which case, the Settlement Agreement controls. For example, damage
from abuse, an accident, theft and/or vandalism is not covered by the New Vehicle Limited
Warranty or this warranty enhancement.
The terms of the LSC are:
•
•
The coverage offers two years from the date of final approval (5/21/2017).
Vehicle must be currently registered in a cold-climate state.
FAQ Page 2 of 3
© 2017 Toyota Motor North America
Q5a:
A5a:
Are there any exclusions and limitations?
This WEP does not cover cosmetic damage or breakage due to outside forces, damage incurred
from abuse, vandalism, flood, misuse, tampering, a crash, and/or other impact, animal damage, fire,
or carbon build-up.
The WEP does not apply to vehicles that have flood damaged titles or vehicles that were sent to a
salvage yard, junkyard, wreckage facility or similar entity.
This WEP is applicable only to vehicles that were originally distributed in the U.S. or the U.S.
Territories. The vehicle must have been ever registered in the United States, unless proof is provided
that it could not be registered due to excessive corrosion on the vehicle’s frame.
Imported vehicles (ex. Mexico and Canada) are not covered, even if currently registered in the US.
Q5b:
A5b:
Q6:
A6:
What if used to live in a Cold Climate State, but now do not?
Application of the Corrosion Resistant Compounds will be based on where the subject vehicle is
currently registered.
If you suspect your vehicle exhibits this condition, do you need to make an appointment with your
dealership?
Yes. You should take your vehicle to a Toyota dealership if you suspect your vehicle is exhibiting the condition
described. The dealership will inspect the vehicle as per the parameters of the Warranty Enhancement
Program. If you have not experienced this condition, please apply the sticker to your Owner’s Warranty
Information booklet for future reference.
Q7:
A7:
Is the Warranty Enhancement Program coverage transferable if I sell my vehicle?
Yes. This Warranty Enhancement Program coverage is fully transferrable to subsequent vehicle owners for
the condition and terms specified in the notification letter.
Q8:
A8:
How long will the repair take?
The inspection of the vehicle’s frame will take approximately 2 hours. If frame corrosion that meets or exceeds
the Rust Perforation Standard is found and the frame requires replacement, the repair will take approximately
one week. A complimentary loaner vehicle will be offered if frame replacement is required. Depending upon
the dealer’s work schedule, however, it may be necessary to make the vehicle available for a longer period of
time.
Q9:
Tacoma only - What if I previously had my frame replaced or sprayed with CRC (Corrosion Resistant
Compound)?
Your vehicle is covered under this WEP regardless of whether the frame was sprayed with CRC or replaced
during a previous Toyota campaign.
A9:
Q10:
A10:
How does Toyota obtain my mailing information?
Toyota uses an industry provider who works with each state’s Department of Motor Vehicles (DMV) to
receive registration or title information, based upon the DMV records. Please make sure your registration or
title information is correct.
Q11:
A11:
What if I have additional questions or concerns?
If you have additional questions or concerns, please contact the Toyota Customer Experience Center at 1888-270-9371 Monday through Friday, 7:00 AM to 7:00 PM, Saturday 7:00 AM to 4:30 PM Central Standard
Time.
Customers with additional questions or concerns may visit the settlement website
www.toyotaframesettlement.com or may contact the Settlement Administrator at 1-800-481-7948.
at
FAQ Page 3 of 3
© 2017 Toyota Motor North America
TOYOTA
Toyota Motor Sales, U.S.A., Inc.
6565 Headquarters Drive
Plano, TX 75024
(469) 292-4000
WARRANTY ENHANCEMENT NOTIFICATION – ZH6
LIMITED SERVICE CAMPAIGN – H0F
Dear Toyota Owner:
PL
E
[VIN]
Toyota would like to advise you of an enhancement to portions of your Toyota New Vehicle Limited Warranty as part
of a finally approved and implemented class action settlement.
Toyota has received reports regarding frame corrosion on 2005 – 2010 model year Tacoma vehicles. While not all
vehicles will experience this condition, we are offering the following program:
Warranty Enhancement Program Details
This Warranty Enhancement Program covers vehicles purchased new or used provides
enhanced coverage to the vehicle’s “New Vehicle Limited Warranty” as it applies to frame
corrosion. The specific condition covered by this program involves rust perforation, i.e.
“Rust Perforation Standard.” If perforation of the frame from rust corrosion meets or
exceeds the Rust Perforation Standard, the frame will be replaced at no cost under the
terms of this Warranty Enhancement Program.
The coverage offers the latter of 12 years from the Date of First Use (DOFU) or 1
year from the date of final approval (5/21/2017).
M
•
Peel and Stick
Label onto the
Owner’s Warranty
Information Booklet
This coverage is for warranty work performed at an authorized Toyota dealer only, and is limited to your
specific vehicle whose Vehicle Identification Number (VIN) is printed below. It is subject to the terms of
the Settlement Agreement and conditions set forth in the New Vehicle Limited Warranty Section of the
Owner’s Warranty Information booklet, except where conflicting with the Settlement Agreement, in
which case, the Settlement Agreement controls. For example, damage from abuse, an accident, theft
and/or vandalism is not covered by the New Vehicle Limited Warranty or this warranty enhancement.
VIN#
Date of First Use
SA
*Please see your Toyota dealer for additional details
Additionally, for a period of two years from the date of the final court approval (May 21, 2017), if the perforation does
not meet or exceed the Rust Perforation Standard, and the vehicle is registered in a Cold Climate State1, the dealer
will apply CRC (Corrosion Resistant Compound) to the frame, if, for Tacoma vehicles, it was not previously applied
and the frame was not previously replaced, subject to these and other limitations included in the Settlement
Agreement.
1–
District of Columbia (DC), CT, DE, IL, IN, KY, MA, MD, ME, MI, MN, NH, NJ, NY, OH, PA, RI, VA, VT, WI, and
WV.
What should you do?
Please apply the sticker above to your Owner’s Warranty Information Booklet for future reference. If you have
not experienced the condition described above, there is no action necessary at this time.
Please contact any authorized Toyota dealer and make arrangements for inspection, diagnosis and, if
applicable, repair.
If you would like to update your vehicle ownership or contact information, please go to www.toyota.com/ownersupdate.
You will need your full 17-digit Vehicle Identification Number (VIN) to input the new information.
Customers with additional questions or concerns are asked to please contact the Toyota Customer Experience Center
(1-888-270-9371) - Monday through Friday, 7:00 am to 7:00 pm, Saturday 7:00 am to 4:30 pm Central Time.
Customers with additional questions or concerns may visit the settlement website at www.toyotaframesettlement.com
or may contact the Settlement Administrator at 1-800-481-7948.
Thank you for driving a Toyota.
PL
E
Sincerely,
SA
M
TOYOTA MOTOR SALES, U.S.A., INC.
TOYOTA
Toyota Motor Sales, USA, Inc.
19001 South Western Avenue
Torrance, CA 90501
(310) 468-4000
WARRANTY ENHANCEMENT PROGRAM
and LIMITED SERVICE CAMPAIGN
FREQUENTLY ASKED QUESTIONS
ZH6
and
H0F
Are these a recall?
No. These are not a recall. Toyota is advising you of this enhancement to the Warranty Coverage pursuant
to the terms of a Court-approved Settlement agreement.
Q2:
If you suspect your vehicle exhibits this condition, do you need to make an appointment with your
dealership?
Yes. You should take your vehicle to an authorized Toyota dealership if you suspect your vehicle is exhibiting
the condition described. The dealership will inspect the vehicle as per the parameters of the Warranty
Enhancement Program. If you have not experienced this condition, please apply the sticker to your
Owner’s Warranty Information booklet for future reference.
A2:
Q3:
A3:
PL
E
Q1:
A1:
Is the Warranty Enhancement Program and Limited Service Campaign coverage transferable if I sell
my vehicle?
Yes. These campaign coverages are fully transferable to subsequent vehicle owners for the condition and
terms specified in the notification letter.
What should I do if my vehicle has the condition described?
If you experience this condition, please contact any authorized Toyota dealer and make arrangements for
inspection and, if applicable, repair.
Q5:
A5:
How long will the repair take?
The inspection of the vehicle’s frame will take approximately 2 hours. If frame corrosion that meets or exceeds
the Rust Perforation Standard is found, and the frame requires replacement, the repair will take approximately
one week. A complimentary loaner vehicle will be offered if frame replacement is required. Depending upon
the dealer’s work schedule, however, it may be necessary to make the vehicle available for a longer period of
time.
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Q4:
A4:
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If frame corrosion does not meet or exceed the Rust Perforation Standard, and the dealer applies CRC, subject
to the vehicle at issue, the repair takes approximately 6 hours, and the vehicle will be held overnight to allow
time for the CRC to cure. However, depending upon the dealer’s work schedule, it may be necessary to make
the vehicle available for a longer period of time.
Q6:
A6:
What if I previously had my frame replaced or sprayed?
Your vehicle is covered under this WEP regardless if the frame was sprayed with CRC or replaced during a
previous Toyota campaign. However, if you previously had your Tacoma vehicle’s frame previously sprayed
or replaced under a Toyota campaign, it will be excluded from CRC application coverage under the settlement
agreement.
Q7:
A7:
What if I have additional questions or concerns?
If you have additional questions or concerns, please contact the Toyota Customer Experience Center at 1888-270-9371 Monday through Friday, 7:00 am to 7:00 pm, Saturday 7:00 am to 4:30 pm Central Time.
Customers with additional questions or concerns may visit the settlement website
www.toyotaframesettlement.com or may contact the Settlement Administrator at 1-800-481-7948.
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