KR3_Dealer Packa

Toyota Motor Sales, USA, Inc.
6565 Headquarters Drive
Plano, TX 75024
(469) 292-4000
Original Publication Date: October 23, 2019
To:
All Toyota Dealer Principals, General Managers, Service Managers, and Parts Managers
SAFETY RECALL / SPECIAL SERVICE CAMPAIGN RENOTIFICATION
Customer Renotification KR3
Safety Recall and Special Service Campaign completion is an important part of our commitment to customer
satisfaction of Toyota products. Toyota will be conducting follow-up notifications to remind owners whose
vehicles have not yet had Safety Recall/Special Service Campaign repairs completed in the campaign(s) listed
below.
We request your assistance in completing the applicable campaign repairs as owners receive follow-up
notifications and contact your dealership. Please note the follow-up activity may cause an increase in owner
appointments. Toyota plans to conduct l these follow-up activities in the months to come. Please take this
into consideration when analyzing your manpower requirements.
Campaigns Covered in the Renotification:
Campaign
Model and Model Year
Approximate
UIO
Approximate PR
UIO
H0S
(17V-548)
2008,2015, and 2016 Land
Cruiser
3
N/A
H0C
(17V-051)
2016-2017 Tundra
11,500
60
2016 Prius
1,000
10
2017 Tundra
1,600
2
2011-2016 Sienna
187,000
600
2015 Yaris
350
5
93,100
100
500,000
9,900
600
100
J0F
(18V-085)
J0I
(18V-123)
G04
(16V-858)
G0S
(16V-367)
G0U
(16V-487)
JSD
H0P
2010-2012 Prius and Prius
Plug-In
2014-2017 Corolla
2017 Corolla iM
2016 Scion iM
2017 Yaris
© 2019 Toyota Motor Sales, USA
Renotification Schedule
Late October 2019 –
Early November 2019
Late October 2019 –MidDecember 2019
Model and Model Year
Approximate
UIO
Approximate PR
UIO
2013 Scion FR-S
15,200
300
190,000
1,300
2004-2006 Scion xA
13,000
5
G0C
(16V-065)
2003-2006 Land Cruiser
2004-2006 4Runner
2005-2006 Sequoia and
Tundra
98,400
100
G0V
(16V-596)
2006-2011 RAV4
165,000
3,800
Campaign
J02
(18V-772)
H0V
(17V-657)
J0W
(18V-776)
2005-2007
Sienna
and
2009
Renotification Schedule
Late October 2019 –
Mid-March 2020
Follow-Up Owner Notification Date
The Campaign Follow-Up Owner Notification(s) will begin in Late October 2019. Owner notifications will be
made over a period of several weeks consistent with parts availability.
Dealer Inventory Procedures
Pre-Owned Vehicles in Dealer Inventory
To ensure customer satisfaction, Toyota requests that dealers complete Safety Recalls/Special Service
Campaigns on any used vehicles currently in dealer inventory prior to customer delivery. However, if the
campaign cannot be completed (for example, due to remedy parts availability), delivery of a covered vehicle
is acceptable if disclosed to the customer that the vehicle is involved in a Safety Recall/Special Service
Campaign.
Toyota expects dealers to use the attached Customer Contact and Vehicle Disclosure Form to obtain vehicle
buyer information. Dealers are expected to provide a copy of the completed form, along with the most current
FAQ for that campaign, to the vehicle buyer. Toyota and the dealer may use this information to contact the
customer when the remedy becomes available.
Keep the completed form on file at the dealership and send a copy to [email protected]. In the
subject line of the email state, “Disclosure Form H0C, G04, J0F, J0I, G0S, G0U, JSD, H0P, H0V, J02, J0W, G0C,
and G0V ” and include the VIN.
NOTE: Dealers can identify if any of their new and used inventory has any open campaigns in the Vehicle
Inventory Summary available in Dealer Daily (https://dealerdaily.toyota.com/). The Vehicle Inventory Summary
may take up to 4 hours to populate information for newly launched campaigns.
Toyota Certified Used Vehicle (TCUV)
The TCUV policy prohibits the certification of any vehicle with an outstanding Safety Recall, Special Service
Campaign, or Limited Service Campaign. Thus, no affected units are to be designated, sold, or delivered as
a TCUV until all applicable Safety Recalls, Special Service Campaigns, and Limited Service Campaigns have
been completed on that vehicle.
Toyota Rent-A-Car (TRAC) & Service Loaners
Toyota requests that dealers remove all TRAC and Service Loaner vehicles from service that are covered by a
Safety Recall unless the defect has been remedied.
Customer Handling, Parts Ordering, and Remedy Procedures
Technical Instructions
Refer to TIS for Technical Instructions on repair. Conduct all non-completed Safety Recalls/Special Service
Campaigns on the vehicle during the time of appointment.
Parts Ordering
The applicable parts ordering information can be found in the Dealer Letter and Technical Instructions of the
specific campaign. As a general practice, please utilize the following guidelines to determine your parts order
for this renotification activity:
• Check current stock levels.
• Subsequent orders should be based on customer appointments.
• Replenishment orders of parts should be based on a "sell one, buy one" basis.
Customer Handling and Dealership Follow-Up
Please consider this follow-up notice a great opportunity to focus on assuring customers that their safety
remains a top priority at Toyota. Customers who receive a Safety Recall/Special Service Campaign Follow-Up
Notice may contact your dealership with questions regarding the notice and/or remedy. Please ensure that
all customer contact personnel are aware of this Safety Recall or Special Service Campaign and know how to
accurately answer a customer’s questions or how to direct the customer to someone that can. Please welcome
them to your dealership and answer any questions that they may have.
Toyota encourages dealerships to follow-up with their customers by telephone to encourage them to
complete this Safety Recall/Special Service Campaign. The following word track has been provided for this
purpose. To assure a consistent and accurate description of the Safety Recall/Special Service Campaign is
communicated to the customer, dealership associates are requested to refer to the specific Safety Recall or
Special Service Campaign Q&A (available in TIS) to answer any specific customer questions.
Hello [Mr./Ms.] _____________ [Customer Name],
Our dealership __________ [Dealership Name] is following up with you regarding Safety
Recall/Special Service ______ Safety Recall No./Special Service Campaign No. which involves
________ Safety Recall or Special Service Title. Our records indicate that your vehicle falls within
the parameters of this Safety Recall or Special Service Campaign. As a customer convenience, I
would like to answer any questions that you may have. [Answer any questions using the Safety
Recall/Special Service Campaign Q&A for the applicable recall]
May I schedule an appointment for your vehicle to complete this [Important Safety Recall/Special
Service Campaign]?
© 2019 Toyota Motor Sales, USA
What date and time will be convenient for you to bring your vehicle into our service department
which is located at ______ [dealership address]. If you have any further questions or concerns,
please contact me at _________ [contact name and telephone no.]
NOTE: Additional guidelines regarding dealership follow-up for non-completed recalls and other campaigns
can be found in Warranty Policy 5.21.
Please review this entire package with your Service and Parts staff to familiarize them with the proper step-bystep procedures required to implement this Owner Renotification of Non-Completed Safety Recall/Special
Service Campaign.
Thank you for your cooperation.
TOYOTA MOTOR SALES, U.S.A.
TOYOTA
Toyota Motor Sales, USA, Inc.
6565 Headquarters Drive
Plano, TX 75024
(469) 292-4000
CUSTOMER CONTACT & VEHICLE DISCLOSURE FORM
This form is not applicable for new vehicles in dealership inventory and TCUV units.
This vehicle is involved in a Safety Recall. At this time, remedy parts are not available and the remedy has NOT
been performed. I understand that the vehicle will need to be returned to an authorized Toyota dealer to have
the remedy performed at NO CHARGE when the remedy is available.
Customer Signature
Toyota recommends that you register with the Toyota Owners Community at http://www.toyota.com/owners/
and regularly check recall applicability using www.toyota.com/recall or www.safercar.gov. You will need to
input your 17-digit Vehicle Identification Number (VIN).
VIN
Campaign Code
Model
Model Year
Customer Information
Customer Name
Customer Email
Customer Address
Home Phone #
Mobile Phone #
Date
Please provide this information so that Toyota or your dealer can notify you when the remedy becomes
available. This information will only be used for campaign communications. If you’d like to update your
preferred contact information in the future, visit www.toyota.com/ownersupdate or contact us at 1-888270-9371.
Dealer Information
Dealer Name/Address
Dealer Code
Dealer Phone Number
Dealer Staff Name
Dealer Staff Signature
© 2019 Toyota Motor Sales, USA – Version 3a
TOYOTA
Toyota Motor Sales, USA, Inc.
6565 Headquarters Drive
Plano, TX 75024
(469) 292-4000
CUSTOMER CONTACT & VEHICLE DISCLOSURE FORM
This form is not applicable for TCUV units.
This vehicle is involved in Special Service Campaign. At this time, remedy parts are not available and the
remedy has NOT been performed. I understand that the vehicle will need to be returned to an authorized
Toyota dealer to have the remedy performed at NO CHARGE when the remedy is available.
Customer Signature
Toyota recommends that you register with the Toyota Owners Community at http://www.toyota.com/owners/
and regularly check recall applicability using www.toyota.com/recall or www.safercar.gov. You will need to
input your 17-digit Vehicle Identification Number (VIN).
VIN
Campaign Code
Model
Model Year
Customer Information
Customer Name
Customer Email
Customer Address
Home Phone #
Mobile Phone #
Date
Please provide this information so that Toyota or your dealer can notify you when the remedy becomes
available. This information will only be used for campaign communications. If you’d like to update your
preferred contact information in the future, visit www.toyota.com/ownersupdate or contact us at 1-888270-9371.
Dealer Information
Dealer Name/Address
Dealer Code
Dealer Phone Number
Dealer Staff Name
Dealer Staff Signature
© 2019 Toyota Motor Sales, USA – Version 3b