ZKA_Dealer Packa

◄ IMPORTANT UPDATE ►
The attached Dealer Letter has been updated. Refer to the details below.
DATE
TOPIC
9/12/2019
Warranty Reimbursement section has been updated to include claim filing instructions
for vehicles covered under the 3 years or 36,000 miles (whichever comes first) New
Vehicle Limited Warranty.
11/7/2019
K0D Estimated Launch Timing has been updated to reflect Cincinnati Region Launch.
Warranty Reimbursement Procedure has been updated to reflect K0D Launch and
possible outcomes after inspection.
The most recent update in the attached Dealer Letter will be highlight 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.
© 2019 Toyota Motor Sales, USA
Toyota Motor Sales, USA, Inc.
6565 Headquarters Drive
Plano, TX 75024
(469) 292-4000
Original Publication Date: September 5, 2019
To:
All Toyota Dealer Principals, General Managers, Service Managers, and Parts Managers
CUSTOMER SUPPORT PROGRAM ZKA
Certain 2011-2017 Model Year Tacoma
Coverage for Vehicle Frame Corrosion Perforation
Model / Years
2011-2017 Tacoma
Production Period
Late June 2010 – Early June 2017
Approximate Total Vehicles
1,102,200
In our continuing efforts to ensure the best in customer satisfaction, Toyota is announcing a Customer
Support Program to provide coverage for vehicle frame corrosion perforation on 2011 – 2017 model year
Tacoma vehicles.
Background
Toyota has received reports regarding vehicle frame corrosion perforation on certain 2011-2017 model year
Tacoma vehicles. These reports have indicated that these vehicles, when operated in specific cold
climate areas (Cold Climate States1) with high road salt usage, or exposed to other environmental
factors, may exhibit more-than-normal corrosion to the vehicle’s frame.
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.
Although perforation of the vehicle’s frame is covered by Toyota’s New Vehicle Limited Warranty for 3 years
or 36,000 miles (whichever comes first), we at Toyota care about the customers’ ownership experience.
Toyota is providing coverage for repairs related to vehicle frame corrosion perforation.
A separate program will be announced in the future and will include CRC (Corrosion Resistant Compound)
application. Toyota is currently preparing parts and approvals for the CRC application process. CRC
application will be covered under a separate Limited Service Campaign (LSC K0D) for a period of two years
and will only be available for vehicles registered/regularly operated in the Cold Climate States that do not
meet vehicle frame replacement criteria. This Limited Service Campaign has not yet launched at the time of
this publication. Toyota expects to launch K0D in phases beginning in the Fall of 2019. The expected
schedule can be seen in the chart below.
© 2019 Toyota Motor Sales, USA
CustomerSupportProgramZKA-D-Page|2
Campaign
Activity
Frame Inspection
ZKA
K0D
Frame
Replacement
Frame CRC
Application – See
below
Estimated Launch
Timing
Available
Available
See below
Cincinnati
November 7,
2019
Chicago
December 2019
Boston
January 2020
CAT
February 2020
New York
March 2020
Notes
As necessary
Upon meeting or exceeding the Rust Perforation
Standard (see the Technical Instructions)
CRC application will become available based
upon legal and environmental agency approvals
(where applicable; see below).
Dealer training by FTS staff will take place prior
to launch.
Dealer training by FTS staff will take place prior
to launch.
Dealer training by FTS staff will take place prior
to launch.
Dealer training by FTS staff will take place prior
to launch.
Dealer training by FTS staff will take place prior
to launch.
The following information is provided to inform you and your staff of the program notification schedule and
your degree of involvement.
Customer Support Program Details
This Customer Support Program provides coverage as it applies to the vehicle’s frame. The specific
condition covered by this program is vehicle frame corrosion perforation. If the condition is verified, the
vehicle will be repaired with a new frame under the terms of this Customer Support Program.
Warm / Cold Climate
Cold Climate State Vehicles*
Warm Climate State Vehicles
Coverage
12 years from the Date of First Use (DOFU) with no mileage limitation
This coverage is for work performed at an authorized Toyota dealer only. It is subject to the same terms and conditions set
forth in the New Vehicle Limited Warranty Section of the Owner’s Warranty Information booklet. For example, damage
from abuse, an accident, theft and/or vandalism is not covered.
*All cold climate state vehicles are eligible for CSP ZKA until the expiration of LSC K0D.
Once campaign K0D expires, if a cold climate state vehicle has not had LSC K0D performed, the vehicle will
no longer be eligible for ZKA and will be marked as expired under ZKA.
© 2019 Toyota Motor Sales, USA
CustomerSupportProgramZKA-D-Page|3
Program 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, or exposed to other environmental factors, 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 perforation using the program’s Rust Perforation Standard. 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 criteria, 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 criteria, the
vehicle may be eligible, in the future, to have Corrosion Resistant Compound (CRC) protection
applied. This will be applied under a separate Limited Service Campaign (LSC – K0D).
For all states and territories, if the vehicle’s frame meets or exceeds the standard for frame
replacement, the frame will be replaced FREE OF CHARGE to the customer for the coverage period.
Covered Vehicles
There are approximately 1,102,200 vehicles covered by this Customer Support Program.
17,100 vehicles involved in this Customer Support Program were distributed to Puerto Rico.
Approximately
Owner Letter Mailing Date
Toyota will begin to notify owners in early September 2019 and will be mailed over several months. A
sample of the owner notification letters has been included for your reference.
Customer Handling, Parts Ordering, and Remedy Procedures
Customer Contacts
Customers who receive the owner letter may contact your dealership with questions regarding the letter
and/or the Customer Support 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.
Customer Marketing
Direct marketing of this Customer Support Program is strictly prohibited pursuant to the Toyota Warranty
Policy 5.21, “Warranty Solicitation.” Non-compliance of this policy may result in a claim debit.
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 Tania Saldana (859) 815-9968 in Toyota Corporate Communications.
Please do not provide this number to customers. Please provide this contact only to media.
© 2019 Toyota Motor Sales, USA
CustomerSupportProgramZKA-D-Page|4
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, Shop Foreman, or Service Manager using the Frame
Replacement Inspection Form.
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.
NOTE: Claims for repairs that were performed by non-qualified technicians are subject to debit.
Parts Recovery Procedures
All parts replaced, except the frame, as part of this Customer Support Program must be turned over to the
parts department until appropriate disposition is determined. The parts department must retain these parts
until notification via the Parts Recovery System (PRS) is received indicating whether to ship or scrap the
parts. These parts are utilized by various departments for defect analysis, quality control analysis, product
evaluation, as well as other purposes. The frame can be scrapped or recycled per local regulations three
days after the warranty claim has been paid.
To help minimize dealer storage challenges, Toyota recommends that dealers:
• File the campaign claim accurately and promptly. The time a dealer is required to hold parts is based
on when the campaign claim is paid by Toyota.
• Monitor the Warranty Parts Recovery Notifications and Part Scrap Report regularly.
Refer to Warranty Policies 9.3 and 9.6 for additional details.
© 2019 Toyota Motor Sales, USA
CustomerSupportProgramZKA-D-Page|5
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 vehicle frame rails and cross member mounting locations. If any perforation
in the vehicle frame is found to be 10 mm or larger, the frame will be replaced. Please use the flow chart
below.
If the vehicle passes the frame inspection, and the CRC application is applicable, instructions will be
provided in the Technical Instructions under LSC K0D.
To assist dealers in determining the correct part numbers to order, as well as direction forward, a website
has been developed. Please go to https://tacoma-2011-2017-frames.imagespm.info/. If your region is
applicable to spray CRC (LSC K0D), the website will guide you through the inspection results process. If
your region is not yet applicable to spray CRC (LSC K0D), only required parts will be provided if qualifying
perforation is found. 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 e-mail address.
The below list of ancillary parts is reimbursable in the event that careful removal of the part damages the
component and/or where the component is corroded to the point that re-installation is not
possible. Normal wear & tear for time and miles does not justify ancillary part reimbursement. All ancillary
parts should be retained until the claim has been approved by Warranty. Clear pictorial documentation of
ancillary parts must be attached to the dealer’s copy of the Repair Order (RO). These pictures must have the
RO placed next to the ancillary part, and both captured in the same picture. TMNA/TMS Warranty reserves
the right to request photo documentation in order to confirm that replacement was necessary. If the
requested pictures are (1) not submitted, (2) unclear, (3) and/or do not justify replacement under this
program, the warranty claim is subject to denial and/or debit as permitted by state law.
Hardware (applicable Bolts, Nuts, Clips, Clamps, Washers, Cotter Pins, Brackets, etc.), Brake Tube/Lines
(including Flexible), Bumper Springs, Cab Mounting Cushions, Toe/Camber Cam Assemblies, Control Arm
Bushings, Differential Supports, Engine/Transmission Mounts, Fender Apron Seals, Crossmember Extension,
Stabilizer Bar Links/Bushings/Cushions, Front Suspension Member Brace, Fuel Tank, Fuel Tank Protector,
Fuel Tank Straps, Fuel Lines/Tubes, Parking Brake Cables, Toe Adjustment Plates, Spare Tire Carrier, Shackle
Kit, Steering Intermediate Shaft, Power Steering Rack (including lines attached to Rack) and Tie Rod Ends,
Upper Control Arms, Hub Grease Caps
© 2019 Toyota Motor Sales, USA
Customer Support Program ZKA - D - Page |6
It's important to note that, as part of this repair, technicians are instructed to inspect the frame. This
includes conducting a Pre-Hoist Inspection, in which the structural integrity of the frame can be confirmed
prior to raising the vehicle off the ground. During this time, technicians can also visually inspect for broken
components under the vehicle. If there are any additional broken factory parts identified prior to the start
of, or during, the repair, Toyota will not be responsible for the costs to replace these parts. Customers
should be made aware of this prior to the start of the repair.
If the vehicle is modified with non-Toyota, aftermarket parts that prevent the dealer from being able to
replace the vehicle frame using the Toyota supplied Technical Instructions, the dealer may choose not to
participate in the replacement of the frame until the vehicle is brought back to a condition in which the
frame replacement can be performed using the supplied instructions. Dealers may also choose to offer to
perform the vehicle frame replacement, but with additional costs associated with removal and installation of
aftermarket parts charged to the vehicle owner.
Parts Ordering Process - Non SET and GST Parts Ordering Process
It is possible that parts for this campaign have been placed on Manual Allocation Control (MAC) due to
potential limited part availability. Please check the CPOR/MAC report on Dealer Daily for the most up-todate parts ordering information.
As this is a Customer Support Program, the condition MUST be verified by inspecting the vehicle. Therefore,
dealers SHOULD NOT increase their stock of related repair parts. Dealers are requested to only order parts
for vehicles experiencing this condition only. DO NOT ORDER FOR STOCK. As always, if a customer
experiences the condition described, dealers should conduct appropriate diagnosis and order the
applicable parts.
All Customer Support Program (CSP) parts are eligible for the Monthly Parts Return Program. Please refer to
PANT Bulletin 2011-087 for campaign parts that are currently returnable under the Monthly Parts Return
Program and for additional details.
© 2019 Toyota Motor Sales, USA
CustomerSupportProgramZKA-D-Page|7
Warranty Reimbursement Procedures
Reimbursement Procedure
NOTE: If the vehicle is still under the New Vehicle Limited Warranty, submit the repair as a Regular warranty
claim.
© 2019 Toyota Motor Sales, USA
C u s to merS u p p ortP r og r amZ KA-D-P a ge| 8
Op Code
ZKA11W
ZKA11X
Model Year
All
All
Description
Frame Inspection* – Side Rail Seal Installed
Frame* Inspection
2011-2015
Frame Inspection* + Replace 2WD Frame + Install Frame Plugs
(Dealer)
Frame Inspection* + Replace 4WD Frame + Install Frame Plugs
(Dealer)
Frame Inspection* + Replace 2WD Frame + Install Frame Plugs
(Sublet)
Frame Inspection* + Replace 4WD Frame + Install Frame Plugs
(Sublet)
Replace 2WD Frame + Install Frame Plugs (Dealer)
Replace 4WD Frame + Install Frame Plugs (Dealer)
Replace 2WD Frame + Install Frame Plugs (Sublet)
Replace 4WD Frame + Install Frame Plugs (Sublet)
ZKA11A
ZKA11B
ZKA11E
ZKA11F
ZKA11J
ZKA11K
ZKA11N
ZKA11R
Flat Rate Hour
.1 hr/veh
0.6 hr/veh
40.2 hr/veh
41.8 hr/veh
0.6 hrs/veh
0.6 hrs/veh
39.6 hrs/veh
41.2 hrs/veh
0.0 hrs/veh
0.0 hrs/veh
If the vehicle is still under the New Vehicle Limited Warranty (3 yrs/36,000 miles), submit the repair as a
Regular warranty claim using the information below.
Opcode
Description
Time
OFP
FRA001
Frame Inspection* – Side Rail Seal Installed
0.1
51001-04###
FRA002*
Frame Inspection*
0.6
* If perforation of the vehicle’s frame is found, contact the Warranty Hotline.
ZKA11C
ZKA11D
ZKA11G
ZKA11H
ZKA11L
ZKA11M
ZKA11S
ZKA11U
ZKA11V
2016-2017
T1
T2
99
99
Frame Inspection* + Replace 2WD Frame + Install Frame Plugs
(Dealer)
Frame Inspection* + Replace 4WD Frame + Install Frame Plugs
(Dealer)
Frame Inspection* + Replace 2WD Frame + Install Frame Plugs
(Sublet)
Frame Inspection* + Replace 4WD Frame + Install Frame Plugs
(Sublet)
Replace 2WD Frame + Install Frame Plugs (Dealer)
Replace 4WD Frame + Install Frame Plugs (Dealer)
Replace 2WD Frame + Install Frame Plugs (Sublet)
Replace 4WD Frame + Install Frame Plugs (Sublet)
Blind Spot Monitoring Correction
39.2 hrs/veh
40.8 hrs/veh
0.6 hrs/veh
0.6 hrs/veh
38.6 hrs/veh
40.2 hrs/veh
0.0 hrs/veh
0.0 hrs/veh
0.7 hrs/veh
*Frame Inspection includes: Pre-hoist inspection and website-based frame inspection with all photos when
applicable.
• Upon customer request, and ONLY during the frame replacement repair, for a maximum of 7 days, a
loaner vehicle or alternative transportation ($60 per day maximum) through Toyota Rent-A-Car (TRAC)
can be claimed as a sublet type RT under the above Op. Codes ZKA11A/B/E/F/J/K/N/R. This rental sublet
is only to be used for the time when the vehicle’s frame is being replaced.
NOTE:
© 2019 Toyota Motor Sales, USA
CustomerSupportProgramZKA-D-Page|9
Rental invoice MUST be attached to all rental claims. These claims may be subject to debit if
rental invoice is not attached.
• Rentals that exceed the maximum allowable daily rate will require DSPM authorization per the
Toyota Transportation Assistance Policy (TTAP).
The sublet cost for Op. Codes ZKA11E/F/N/R (Replace Frame by a sublet shop) should be claimed under
sublet type YF using the following formula:
o ZKA11E/N = Maximum 39.6 Hours X Dealer Hourly Rate
o ZKA11F/R = Maximum 41.2 Hours X Dealer Hourly Rate
The transportation cost of vehicle 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. Codes ZKA11E/N/F/R 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. Codes ZKA11E/N/F/R with sublet
type YG.
•
•
•
•
Claim Filing Accuracy and Correction Requests
It is the dealer’s responsibility to file claims correctly for this Customer Support Program. This claim filing
information is used by Toyota for various government reporting activities. Therefore, claim filing accuracy is
crucial. If it has been identified that a claim has been filed using an incorrect Op Code or a claim has been
filed for an incorrect VIN, refer to Warranty Procedure Bulletin PRO17-03 to correct the claim.
Customer Reimbursement
Reimbursement consideration instructions will be included in the owner letter.
Thank you for your cooperation.
TOYOTA MOTOR SALES, U.S.A., INC.
© 2019 Toyota Motor Sales, USA
CUSTOMER SUPPORT PROGRAM ZKA
Certain 2011-2017 Model Year Tacoma
Coverage for Vehicle Frame Corrosion Perforation
Dealer - Frequently Asked Questions
Original Publication Date: September 5, 2019
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, or other environmental factors, may
exhibit more-than-normal corrosion perforation to the vehicle’s frame. 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.
*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.
Q2:
A2:
What is Toyota going to do?
Toyota will send, starting in September 2019, an owner notification by first class mail advising owners
of this Customer Support Program.
If the owner experiences the condition described above, they should contact their local, authorized
Toyota dealership for diagnosis. If the vehicle’s frame exhibits significant corrosion perforation
based on Toyota inspection criteria, the dealer will replace the vehicle’s frame with a new one FREE
OF CHARGE to the customer. If the vehicle’s frame does not display significant rust perforation
based on Toyota inspection criteria, the dealer may, if available, apply CRC (Corrosion Resistant
Compound) to the vehicle’s frame FREE OF CHARGE. Corrosion Resistant Compound can only be
applied in the approved 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).
FAQ Page 1 of 4
© 2019 Toyota Motor Sales, USA
Q3:
A3:
Which and how many vehicles are covered by this Customer Support Program?
There are approximately 1,102,200 vehicles covered by this Customer Support Program.
Model Name
Model Year
Production Period
Tacoma
2011-2017
Late June 2010 – Early June 2017
Q3a: Are there any other Lexus/Toyota/Scion vehicles covered by this Customer Support Program
in the U.S.?
A3a: No. There are no other Lexus/Toyota/Scion vehicles covered by this Customer Support
Program.
Q4:
A4:
What are the details of this program?
This Customer Support Program provides coverage as it applies to the vehicle’s frame. The specific
condition covered by this program is vehicle frame corrosion perforation. If the condition is verified,
the vehicle will be repaired with a new frame under the terms of this Customer Support Program.
Warm / Cold
Climate
Cold Climate State
Vehicles*
Warm Climate
State Vehicles
Coverage
12 years from the Date of First Use (DOFU) with no mileage limitation
*All cold climate state vehicles are eligible for CSP ZKA up until the expiration of LSC K0D. Once K0D
expires, if a cold climate state vehicle has not had LSC K0D performed, the vehicle will no longer be
eligible for ZKA and will be marked as expired under ZKA.
This coverage is for work performed at an authorized Toyota dealer only. It is subject to the same
terms and conditions set forth in the New Vehicle Limited Warranty Section of the Owner’s Warranty
Information booklet. For example, damage from abuse, an accident, theft and/or vandalism is not
covered.
Q4a: How does Toyota determine if a vehicle should be grouped into the cold climate states,
and thus responsible for having the frame sprayed, when available?
A4a: Based on the most recent registration or title information available through each state’s
Department of Motor Vehicles, Toyota will apply corrosion resistant compound to vehicles
registered in a cold climate state when available. This will launch as part of the Limited
Service Campaign (LSC) designated by Toyota as K0D for those vehicles in cold climate states.
FAQ Page 2 of 4
© 2019 Toyota Motor Sales, USA
Q5:
A5:
Which part(s) are covered by this Customer Support Program?
The vehicle frame comes with all necessary parts required for most replacements. Occasionally,
other parts may break during the removal and replacement of the frame. Some of these parts can be
covered under this Customer Support Program, but there could be some for which the customer will
be responsible (for example, maintenance items). Items that can be considered for coverage are
listed below:
Hardware (applicable Bolts, Nuts, Clips, Clamps, Washers, Cotter Pins, Brackets, etc.), Brake
Tube/Lines (including Flexible), Bumper Springs, Cab Mounting Cushions, Toe/Camber Cam
Assemblies, Control Arm Bushings, Differential Supports, Engine/Transmission Mounts, Fender
Apron Seals, Crossmember Extension, Stabilizer Bar Links/Bushings/Cushions, Front Suspension
Member Brace, Fuel Tank, Fuel Tank Protector, Fuel Tank Straps, Fuel Lines/Tubes, Parking Brake
Cables, Toe Adjustment Plates, Spare Tire Carrier, Shackle Kit, Steering Intermediate Shaft, Power
Steering Rack (including lines attached to Rack) and Tie Rod Ends, Upper Control Arms, Hub Grease
Caps
It's important to note that, as part of this repair, technicians are instructed to inspect the frame. This
includes conducting a Pre-Hoist Inspection, in which the structural integrity of the frame can be
confirmed prior to raising the vehicle off the ground. During this time, technicians can also visually
inspect for broken components under the vehicle. If there are any additional broken factory parts
identified prior to the start of, or during, the repair, Toyota will not be responsible for the costs to
replace these parts. Customers should be made aware of this prior to the start of the repair.
Q6:
A6:
What if a vehicle is equipped with aftermarket parts?
If the vehicle is modified with non-Toyota, aftermarket parts that prevent the dealer from being able
to replace the vehicle frame using the Toyota supplied Technical Instructions, the dealer may choose
not to participate in the replacement of the frame until the vehicle is brought back to a condition in
which the frame replacement can be performed using the supplied instructions. Dealers may also
choose to offer to perform the vehicle frame replacement, but with additional costs associated with
removal and installation of aftermarket parts charged to the vehicle owner.
Q7:
A7:
How long will the repair take?
The inspection of the vehicle’s frame will take approximately 1 hour. If vehicle frame corrosion
perforation that meets or exceeds the program’s Rust Perforation Standard is found and the frame
requires replacement, the repair will take approximately one week. Depending upon the dealer’s
work schedule, however, it may be necessary to make the vehicle available for a longer period of
time. A complimentary loaner vehicle will be offered if vehicle frame replacement is required.
Q8:
A8:
What if an owner previously paid for repairs related to this Customer Support Program?
Reimbursement consideration instructions will be provided in the owner letter.
FAQ Page 3 of 4
© 2019 Toyota Motor Sales, USA
Q9:
A9:
What if an owner HAS NOT experienced this condition but would like to have the repair completed?
This Customer Support Program only applies to vehicles that have exhibited the condition described
above. If an owner has not experienced the condition, he/she is asked to tear off the sheet included
in the owner letter and insert it into the Owner’s Warranty Information Booklet for future reference.
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 an owner has additional questions or concerns?
If an owner has additional questions or concerns, please refer them to the Toyota Customer
Experience Center at 1-888-270-9371 Monday through Friday, 7:00 am to 7:00 pm, Saturday 7:00 am
to 4:30 pm Central Time.
FAQ Page 4 of 4
© 2019 Toyota Motor Sales, USA
TOYOTA
Toyota Motor Sales, USA, Inc.
6565 Headquarters Drive
Plano, TX 75024
(469) 292-4000
CUSTOMER SUPPORT PROGRAM NOTIFICATION
[VIN]
Dear Toyota Owner:
At Toyota, we are dedicated to providing vehicles of outstanding quality and value. As part of our continual
efforts to ensure customer satisfaction, Toyota would like to advise you of a voluntary Customer Support
Program that has been initiated for your vehicle.
Toyota has received a number of reports regarding vehicle frame corrosion perforation on certain 2011-2017
model year Tacoma vehicles. These reports have indicated that these vehicles, when operated in specific cold
climate areas (Cold Climate States1) with high road salt usage, or exposed to other environmental factors,
may exhibit more-than-normal corrosion to the vehicle’s frame. Our records indicate that your vehicle is
registered in one of these 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.
1
Although perforation of the vehicle’s frame is covered by Toyota’s New Vehicle Limited Warranty for 3 years or
36,000 miles (whichever comes first), we at Toyota care about the customers’ ownership experience.
This Customer Support Program provides coverage as it applies to the vehicle’s frame. The specific condition
covered by this program is vehicle frame corrosion perforation. If the condition is verified, and meets the
program’s Rust Perforation Standard, the vehicle will be repaired with a new vehicle frame under the terms of
this Customer Support Program (other terms are outlined in the Frequently Asked Questions included with
this letter).
In addition to the Customer Support Program, Toyota will announce a Limited Service Campaign to apply CRC
(Corrosion Resistant Compound) to the frame for vehicles registered in a cold climate state. This campaign
will be available for a period of at least two years from the time vehicle owners are notified. A separate owner
notification letter will be sent once this program becomes available.
Coverage
12 years from the Date of First Use (DOFU) with no mileage limitations*
*After announcement of the Limited Service Campaign to apply CRC, vehicle owners located in cold climate
states will have two years from the time customers are notified to have the CRC applied to their vehicle. If the
CRC is not applied to your vehicle within this two-year period, you will not be eligible for the frame
replacement coverage mentioned above.
What should you do?
Please tear off and insert the sheet at the bottom of the page into the back of your Owner’s Manual for future
reference. If you have not experienced the condition described in the Customer Support Program Details
below, there is no action necessary at this time.
Important Note: When the Limited Service Campaign to apply CRC is announced, an additional owner
notification will be sent to you advising you of the availability of that program. At that time, you will be
encouraged to visit an authorized Toyota dealer within the two-year period which the Limited Service
Campaign will be available to have CRC applied to your vehicle. Application of CRC is required to maintain
the frame replacement coverage mentioned above.
If you have experienced this condition, please contact any authorized Toyota dealer and make arrangements
for diagnosis and, if applicable, repair. The inspection of the vehicle’s frame will take approximately 1 hour. If
vehicle frame corrosion perforation that meets or exceeds the program’s Rust Perforation Standard is found
and the frame requires replacement, the repair will take approximately one week. Depending upon the
dealer’s work schedule, however, it may be necessary to make the vehicle available for a longer period of time.
A complimentary loaner vehicle will be offered during the replacement of the frame.
What if you have other questions?
•
•
•
Refer to the Frequently Asked Questions sheet included with this letter.
Your local Toyota dealer will also be more than happy to answer any of your questions.
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.
If you would like to update your vehicle ownership or contact information, please visit
www.toyota.com/owners. You will need your full 17-digit Vehicle Identification Number (VIN) to input the new
information.
What if you have previously paid for repairs to your vehicle for this specific condition?
If you have previously paid for repairs related to this condition, please mail a copy of your repair order, proofof-payment, and ownership information to the following address for reimbursement consideration:
Toyota Customer Experience Center - TSR
Toyota Motor Sales, USA, Inc.
c/o Toyota Motor North America, Inc.
P O Box 259001 – SSC/CSP Reimbursements
Plano, Texas 75025-9001
Please refer to the attached Reimbursement Checklist for required documentation details.
We have sent this notice in the interest of your continued satisfaction with our products. We sincerely regret
any inconvenience this condition may have caused you.
Thank you for driving a Toyota.
Sincerely,
TOYOTA MOTOR SALES, U.S.A., INC.
▼ Remove at perforation and place in the back of your owner’s manual ▼
This Customer Support Program provides coverage as it applies to the
vehicle’s frame. The specific condition covered by this program is frame
corrosion perforation. If the condition is verified, and meets the
program’s Rust Perforation Standard, the vehicle will be repaired with a
new vehicle frame under the terms of this Customer Support Program*.
•
Coverage will be offered for 12 years from the Date of First Use
(DOFU) with no mileage limitation.
Please note that this coverage is for work performed at an authorized
Toyota dealer only.
This coverage is subject to the same terms and conditions set forth in the New Vehicle Limited
Warranty Section of the Owner’s Warranty Information booklet. For example, damage from
abuse, an accident, theft and/or vandalism is not covered.
*Please see your Toyota dealer for additional
details
VIN
#
Date of First Use
A voluntary Customer Support Program has been
initiated for your vehicle
Customer Support Program Details
TOYOTA
CUSTOMER SUPPORT PROGRAM
FREQUENTLY ASKED QUESTIONS
Q1:
A1:
Is this a recall?
No. This is not a recall. At Toyota, we are dedicated to providing vehicles of outstanding quality and
value. As part of our continual efforts to help ensure customer satisfaction, Toyota is advising you of
this Customer Support Program.
Q2:
A2:
If my vehicle does not have this condition, do I need to make an appointment with my dealership?
No. You do not need to take your vehicle to a dealership unless your vehicle is exhibiting the
condition described in this letter. If you have not experienced this condition, please tear off and insert
the sheet from the bottom of the owner letter into the back of your owner’s manual for future
reference.
Q3:
A3:
Is the Customer Support Program coverage transferable if I sell my vehicle?
Yes. This Customer Support Program coverage is fully transferrable to subsequent vehicle owners for
the condition and terms specified in the notification letter.
Q4:
A4:
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 diagnosis and, if applicable, repair.
Q5:
A5:
Which part(s) are covered by this Customer Support Program?
The vehicle frame comes with all necessary parts required for most replacements. Occasionally, other
parts may break during the removal and replacement of the frame. Some of these parts, such as bolts
or other hardware, can be covered under this Customer Support Program, but there could be some for
which the customer will be responsible, including maintenance items such as shocks and brakes.
It's important to note that, as part of this repair, technicians are instructed to inspect the frame. This
includes conducting a Pre-Hoist Inspection, in which the structural integrity of the frame can be
confirmed prior to raising the vehicle off the ground. During this time, technicians may be able to
identify broken components under the vehicle, make the customer aware of those before the start of
the repair, and discuss whether those broken parts will be covered or not. If there are any additional
broken factory parts identified during the repair, the customer may be responsible for the cost of
replacing those broken parts depending on the type of part.
Q6:
A6:
What if a vehicle is equipped with aftermarket parts?
If the vehicle is modified with non-Toyota aftermarket parts that prevent the dealer from being able
to replace the vehicle frame using the Toyota supplied Technical Instructions, the dealer may choose
not to participate in the replacement of the frame until the vehicle is brought back to a condition in
which the frame replacement can be performed using the supplied instructions. Dealers may also
choose to offer to perform the vehicle frame replacement, but with additional costs associated with
removal and installation of aftermarket parts charged to the vehicle owner.
Q7:
A7:
What if the diagnosis is performed and my vehicle is not covered by the Customer Support Program?
A frame inspection is included in this Customer Support Program. Customers will not be charged to
have their vehicle frame inspected. However, if other concerns with the vehicle are identified during
this inspection, they will be made aware to the customer for repair options.
TOYOTA
Toyota Motor Sales, USA, Inc.
6565 Headquarters Drive
Plano, TX 75024
(469) 292-4000
CUSTOMER SUPPORT PROGRAM NOTIFICATION
[VIN]
Dear Toyota Owner:
At Toyota, we are dedicated to providing vehicles of outstanding quality and value. As part of our continual
efforts to ensure customer satisfaction, Toyota would like to advise you of a voluntary Customer Support
Program that has been initiated for your vehicle.
Toyota has received a number of reports regarding vehicle frame corrosion perforation on certain 2011-2017
model year Tacoma vehicles. These reports have indicated that these vehicles, when operated in specific cold
climate areas (Cold Climate States1) with high road salt usage, or exposed to other environmental factors,
may exhibit more-than-normal corrosion to the vehicle’s frame.
– 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.
1
Although perforation of the vehicle’s frame is covered by Toyota’s New Vehicle Limited Warranty for 3 years or
36,000 miles (whichever comes first), we at Toyota care about the customers’ ownership experience
This Customer Support Program provides coverage as it applies to the vehicle’s frame. The specific condition
covered by this program is vehicle frame corrosion perforation. If the condition is verified, and meets the
program’s Rust Perforation Standard, the vehicle will be repaired with a new vehicle frame under the terms of
this Customer Support Program (other terms are outlined in the Frequently Asked Questions included with
this letter).
Coverage
12 years from the Date of First Use (DOFU) with no mileage limitations
What should you do?
Please tear off and insert the sheet at the bottom of the page into the back of your Owner’s Manual for future
reference. If you have not experienced the condition described in the Customer Support Program Details
below, there is no action necessary at this time.
If you have experienced this condition, please contact any authorized Toyota dealer and make arrangements
for diagnosis and, if applicable, repair. The inspection of the vehicle’s frame will take approximately 1 hour. If
vehicle frame corrosion perforation that meets or exceeds the program’s Rust Perforation Standard is found
and the frame requires replacement, the repair will take approximately one week. Depending upon the
dealer’s work schedule, however, it may be necessary to make the vehicle available for a longer period of time.
A complimentary loaner vehicle will be offered during the replacement of the frame.
What if you have other questions?
•
•
•
Refer to the Frequently Asked Questions sheet included with this letter.
Your local Toyota dealer will also be more than happy to answer any of your questions.
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.
If you would like to update your vehicle ownership or contact information, please visit
www.toyota.com/owners. You will need your full 17-digit Vehicle Identification Number (VIN) to input the new
information.
What if you have previously paid for repairs to your vehicle for this specific condition?
If you have previously paid for repairs related to this condition, please mail a copy of your repair order, proofof-payment, and ownership information to the following address for reimbursement consideration:
Toyota Customer Experience Center - TSR
Toyota Motor Sales, USA, Inc.
c/o Toyota Motor North America, Inc.
P O Box 259001 – SSC/CSP Reimbursements
Plano, Texas 75025-9001
Please refer to the attached Reimbursement Checklist for required documentation details.
We have sent this notice in the interest of your continued satisfaction with our products. We sincerely regret
any inconvenience this condition may have caused you.
Thank you for driving a Toyota.
Sincerely,
TOYOTA MOTOR SALES, U.S.A., INC.
▼ Remove at perforation and place in the back of your owner’s manual ▼
This Customer Support Program provides coverage as it applies to the
vehicle’s frame. The specific condition covered by this program is frame
corrosion perforation. If the condition is verified, and meets the
program’s Rust Perforation Standard, the vehicle will be repaired with a
new vehicle frame under the terms of this Customer Support Program*.
•
Coverage will be offered for 12 years from the Date of First Use
(DOFU) with no mileage limitation.
Please note that this coverage is for work performed at an authorized
Toyota dealer only.
te
This coverage is subject to the same terms and conditions set forth in the New Vehicle Limited
Warranty Section of the Owner’s Warranty Information booklet. For example, damage from
abuse, an accident, theft and/or vandalism is not covered.
*Please see your Toyota dealer for additional
details
VIN
#
Date of First Use
A voluntary Customer Support Program has been
initiated for your vehicle
Customer Support Program Details
TOYOTA
CUSTOMER SUPPORT PROGRAM
FREQUENTLY ASKED QUESTIONS
Q1:
A1:
Is this a recall?
No. This is not a recall. At Toyota, we are dedicated to providing vehicles of outstanding quality and
value. As part of our continual efforts to help ensure customer satisfaction, Toyota is advising you of
this Customer Support Program.
Q2:
A2:
If my vehicle does not have this condition, do I need to make an appointment with my dealership?
No. You do not need to take your vehicle to a dealership unless your vehicle is exhibiting the
condition described in this letter. If you have not experienced this condition, please tear off and insert
the sheet from the bottom of the owner letter into the back of your owner’s manual for future
reference.
Q3:
A3:
Is the Customer Support Program coverage transferable if I sell my vehicle?
Yes. This Customer Support Program coverage is fully transferrable to subsequent vehicle owners for
the condition and terms specified in the notification letter.
Q4:
A4:
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 diagnosis and, if applicable, repair.
Q5:
A5:
Which part(s) are covered by this Customer Support Program?
The vehicle frame comes with all necessary parts required for most replacements. Occasionally, other
parts may break during the removal and replacement of the frame. Some of these parts, such as bolts
or other hardware, can be covered under this Customer Support Program, but there could be some for
which the customer will be responsible, including maintenance items such as shocks and brakes.
It's important to note that, as part of this repair, technicians are instructed to inspect the frame. This
includes conducting a Pre-Hoist Inspection, in which the structural integrity of the frame can be
confirmed prior to raising the vehicle off the ground. During this time, technicians may be able to
identify broken components under the vehicle, make the customer aware of those before the start of
the repair, and discuss whether those broken parts will be covered or not. If there are any additional
broken factory parts identified during the repair, the customer may be responsible for the cost of
replacing those broken parts depending on the type of part.
Q6:
A6:
What if a vehicle is equipped with aftermarket parts?
If the vehicle is modified with non-Toyota aftermarket parts that prevent the dealer from being able
to replace the vehicle frame using the Toyota supplied Technical Instructions, the dealer may choose
not to participate in the replacement of the frame until the vehicle is brought back to a condition in
which the frame replacement can be performed using the supplied instructions. Dealers may also
choose to offer to perform the vehicle frame replacement, but with additional costs associated with
removal and installation of aftermarket parts charged to the vehicle owner.
Q7:
A7:
What if the diagnosis is performed and my vehicle is not covered by the Customer Support Program?
A frame inspection is included in this Customer Support Program. Customers will not be charged to
have their vehicle frame inspected. However, if other concerns with the vehicle are identified during
this inspection, they will be made aware to the customer for repair options.