20TE05 - RAV4 HV

◄ IMPORTANT UPDATE ►
The attached Dealer Letter has been updated. Refer to the details below.
DATE
11/19/2020
TOPIC
Flow table added to the ‘Warranty Reimbursement Procedures’ section.
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.
© 2020 Toyota Motor Sales, USA
Customer Support Program 20TE05 - D - Page |2
Toyota Motor Sales, USA, Inc.
6565 Headquarters Drive
Plano, TX 75024
(469) 292-4000
Original Publication Date: October 29, 2020
To:
All Toyota Dealer Principals, General Managers, Service Managers, and Parts Managers
CUSTOMER SUPPORT PROGRAM 20TE05
Certain 2020 Model Year RAV4 HV
Coverage for Vehicle Refueling Performance
Model / Years
2020 RAV4 HV
Production Period
Early March 2020 – Late July 2020
Approximate Total Vehicles
19,750
In our continuing efforts to ensure the best in customer satisfaction, Toyota is announcing a Customer Support
Program to provide coverage for the Fuel Sender Gauge Unit on 2020 RAV4 HV.
Background
Toyota has received customer reports of certain 2020 model year RAV4 HV vehicle fuel gauges displaying less
than full and/or total fuel dispensed is less than expected, when the fuel nozzle automatically clicks off. Some
customer reports have also noted the “Distance to Empty” shown on the multi-information display is less than
expected.
Based on our investigation, Toyota believes these conditions to be primarily related to the fuel sender gauge
design. These conditions can cause the fuel level to be read incorrectly and may cause the low fuel light to
illuminate with more fuel in the tank than usual.
Although the fuel sender gauge unit is covered by Toyota’s New Vehicle Limited Warranty for normal Basic
Warranty coverage period, 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 refueling performance
concerns.
The following information is provided to inform you and your staff of the program notification schedule and
your degree of involvement.
© 2020 Toyota Motor Sales, USA
Customer Support Program 20TE05 - D - Page |3
Customer Support Program Details
This Customer Support Program provides coverage as it applies to the fuel sender gauge unit. The specific
condition covered by this program is vehicle refueling performance. If the condition is verified, the vehicle
will be repaired with a new fuel sender gauge unit under the terms of this Customer Support Program.
•
Coverage is applicable for 8 years from the date of first use or 100,000 miles, whichever occurs first.
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.
Covered Vehicles
There are approximately 19,750 vehicles covered by this Customer Support Program. Approximately 20
vehicles involved in this Customer Support Program were distributed to Puerto Rico.
Owner Letter Mailing Date
Toyota will begin to notify owners in early November 2020. A sample of the owner notification letter has been
included for your reference.
Dealer Inventory Procedures
New and Used Vehicles in Dealership Inventory (In-Stock Vehicles)
Toyota expects dealers to use the attached Vehicle Disclosure Form to inform buyers about this Customer
Support Program. Dealers are expected to provide a copy of the completed form, along with the most current
Customer Notification Letter with included FAQ, to the vehicle buyer.
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 20TE05” and include the VIN.
NOTE: Dealers can identify if any of their new and used inventory is potentially eligible for this Customer
Support Program in the Warranty Tab on Service Lane (https://one.tis.toyota.com/serviceLane).
© 2020 Toyota Motor Sales, USA
Customer Support Program 20TE05 - D - Page |4
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 Brand Engagement
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.
Salvage Title Vehicles
There is no New Vehicle Limited Warranty coverage or non-emission CSP coverage for vehicles that have been
branded as salvage, total loss, true mileage unknown, or similar title under any state’s law. Nonetheless, every
attempt should be made to complete an open emission related CSP when circumstances permit, unless noted
otherwise in the CSP dealer letter.
•
This CSP IS emission related; therefore, vehicles branded as salvage, total loss, true mileage unknown, or
similar title ARE ELIGIBLE for coverage under this CSP.
For complete details on this policy, refer to Toyota Warranty Policy 4.17, “What Is Not Covered by The Toyota
New Vehicle Limited Warranty”.
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 Ed Hellwig (469) 292-1165 in Toyota Corporate Communications. Please
do not provide this number to customers. Please provide this contact only to media.
© 2020 Toyota Motor Sales, USA
Customer Support Program 20TE05 - D - Page |5
Parts Ordering Process
It is possible that parts for this campaign are either required to be ordered in Campaign Part Order Request
(CPOR) on Service Lane or 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-to-date 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.
Part Number
04000-15247
04000-16142
Description
GASKET, FUEL SUCTION TUBE SET SSP KIT
GAUGE ASSY, FUEL SENDER
Quantity
1
1
Technician Training Requirements
The repair quality of covered vehicles is extremely important to Toyota. All 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 (any specialty)
Expert (any specialty)
Master
Master Diagnostic Technician
Always check which technicians can perform the repair 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.
Remedy Procedures
Technical instructions for this Customer Support Program can be found in T-SB-0000-00.
Note: In order to perform the inspection outlined in T-SB-0000-00, the owner must fill their fuel tank until the
nozzle automatically clicks off prior to arriving at the dealership. This requirement is also outlined in the owner
letter. Please remind the vehicle owner about this requirement when an appointment for inspection is made.
As outlined in the Warranty Reimbursement section, if an inspection is performed and no problem is found,
your dealership will only be reimbursed for up to 1 gallon of fuel for the inspection.
© 2020 Toyota Motor Sales, USA
Customer Support Program 20TE05 - D - Page |6
Parts Recovery Procedures
All parts replaced 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.
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.
© 2020 Toyota Motor Sales, USA
Customer Support Program 20TE05 - D - Page |7
Warranty Reimbursement Procedures
Reimbursement Procedure
Verify Vehicle Eligibility
Check TIS VehicleDidInquiry System to
verify vehicle eligibility
Not Covered
Covered
Request customer to arrive with
vehicle fuel filled until fuel pump
auto stop
No further action required
Remind customer about normal
refueling operation using the FAQ in
the Dealer Letter.
Diagnose vehicle per T-SB-0109-20.
No
Is covered condition present?
Identify correct opcode for diagnosis
below.
Yes
Repair vehicle.
Follow the repair procedure
in T-SB-0109-20
and file warranty claim for inspection
with repair
Was fuel drained
during inspection?
Was fuel added during
Yes
inspection?
No
Yes
Was fuel added during
inspection?
No
File Op. No.
RAV056
Yes
File Op. No.
RAV051
File Op. No.
RAV054
Yes
Was fuel drained
during inspection?
Yes
No
No
File Op. No.
RAV057
Was fuel drained
during inspection?
File Op. No.
RAV053
Return vehicle to customer.
© 2020 Toyota Motor Sales, USA
File Op. No.
RAV055
No
File Op. No.
RAV052
Customer Support Program 20TE05 - D - Page |8
Type
Inspection
Replacement
Operation
1.
Take to gas station and fill until fuel pump auto stop
2.
'Fuel Input Level' check
3.
Draining Fuel check
4.
Replace Sender gauge assembly
Operation
•
Op. No.
Flat Rate Time
(hours/vehicle)
1
2
3
4
-
●
-
-
RAV051
0.2
●
●
-
-
RAV052
0.5
●
●
-
●
RAV053
1.3
●
●
●
-
RAV054
1.1
●
●
●
●
RAV055
1.9
-
●
●
-
RAV056
0.8
-
●
●
●
RAV057
1.6
The cost for gasoline (filling until gas pump auto-stop, Max. 1 gallon at $4.50) will be reimbursed under
the sublet cost column for the Op. No. RAV052, RAV053, RAV054, and RAV055 with sublet type “GA”.
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.
© 2020 Toyota Motor Sales, USA
Customer Support Program 20TE05 - D - Page |9
Campaign Designation / Phase Decoder
19TA01
19
T
A
01
Year Campaign
is Launched
Vehicle Make
Field Action Category and Phase
Field Action Sequence
A = Safety Recall Remedy
B = Safety Recall Interim
C = Special Service Campaign
D = Limited Service Campaign
E = Customer Support Program
F = Emissions Recall
01 = 1st Field Action of the year
02 = 2nd Field Action of the year
03 = 3rd Field Action of the year
19 = 2019
20 = 2020
21 = 2021
22 = 2022
23 = 2023
Etc...
T = Toyota
L = Lexus
(May use other characters in unique
cases)
(The sequence is unique for each
Field Action category)
(May use other characters in
unique cases)
Examples:
19TA01 = Launched in 2019, Toyota, Safety Recall Remedy Phase, 1st Safety Recall Launched in 2019
20TC02 = Launched in 2020, Special Service Campaign, 2nd Special Service Campaign Launched in 2020
21TE05 = Launched in 2021, Customer Support Program, 5th Customer Support Program Launched in 2021
Please review this entire package with your Service and Parts staff to familiarize them with the proper step-bystep procedures required to implement this Customer Support Program.
Thank you for your cooperation.
TOYOTA MOTOR SALES, U.S.A., INC.
© 2020 Toyota Motor Sales, USA
CUSTOMER SUPPORT PROGRAM 20TE05
Certain 2020 Model Year RAV4 HV
Coverage for Vehicle Refueling Performance
Frequently Asked Questions
Original Publication Date: October 29, 2020
Q1:
A1:
Q2:
A2:
Q3:
A3:
What is the condition?
Toyota has received customer reports of certain 2020 model year RAV4 HV vehicle fuel gauges
displaying less than full and/or total fuel dispensed is less than expected, when the fuel nozzle
automatically clicks off when refueling. Some customer reports have also noted the “Distance to
Empty” shown on the multi-information display is less than expected. Based on our investigation,
Toyota believes these conditions to be primarily related to the fuel sender gauge design. These
conditions can cause the fuel level to be read incorrectly and may cause the low fuel light to illuminate
with more fuel in the tank than usual.
What is Toyota doing?
Toyota will send owner notification letters by first class mail starting in early November, 2020. Letters
will be sent over several months. Owners will be advised that if they experience the condition, they
should contact their local authorized Toyota dealership for diagnosis. If the condition is verified, the
dealer will arrange to have the repair performed FREE OF CHARGE in accordance with the terms of this
Customer Support Program.
Which and how many vehicles are covered by this Customer Support Program?
There are approximately 19,700 vehicles covered by this Customer Support Program.
Model Name
Model Year
Production Period
RAV4 HV
2020
Early March 2020 – Late July 2020
Q3a:
Are there any other vehicles covered by this Customer Support Program in the U.S.?
A3a:
No.
Q4:
A4:
What are the details of this program?
This Customer Support Program provides coverage for involved vehicles which are not equipped with
an updated fuel sender gauge unit. Toyota will repair vehicles with a new fuel sender gauge unit under
the terms of this Customer Support Program if the condition is verified. If your vehicle is not
experiencing these conditions, you do not need the repair.
Q4a:
Will this condition affect my fuel economy?
A4a:
No. This condition will not result in an increase or decrease in fuel economy.
Q4b:
Will this condition cause me to run out of fuel?
A4b:
As indicated in the owner's manual, customers should still refuel when the low fuel light
illuminates, and when refueling, customers should not "top off" the fuel tank. Importantly, this
condition causes the low fuel light to illuminate with more fuel in the fuel tank than usual. As
such, refueling when the low fuel light illuminates should prevent an owner from running out
of fuel.
Q4c:
Does this program provide coverage for the fuel tank?
A4c:
No. Unlike vehicles included in Customer Support Program 20TE04, your vehicle was equipped
with a fuel tank of improved design during production.
Q5:
A5:
How should my fuel tank operate during normal refueling?
The image below provides a visualization of the normal amount of fuel that is dispensed during
refueling when the low fuel light is on until the auto-stop activates in the fuel pump nozzle. Note that
the refueling amount is less than the total tank capacity of 14.5 gallons listed in the Owner’s Manual.
Like other Toyota vehicles, 2020 RAV4 HV vehicles are designed to have a reserve of fuel
remaining when the low fuel light comes on. This reserve is to reduce the risk of customers
unexpectedly running out of fuel. Additionally, the fuel system is designed to prevent fuel “splash
back” during refueling after auto-stop of the fuel pump nozzle. This, including other factors (fuel
volume being dispensed, temperature, differences in fuel pump nozzles from gas station to gas
station) may affect the total gallons dispensed during refueling. It is also important to note that the
displayed “Distance to Empty” is an estimate based on a number of factors including historical driving
behavior, road conditions, weather conditions, etc.
Q6:
A6:
If my vehicle is not experiencing the conditions, do I still need to have the repair performed?
Q7:
A7:
What is involved in the repair?
No. Only vehicles experiencing the conditions will need to have the repairs performed.
The vehicle will be repaired with a new fuel sender gauge unit under the terms of the Customer Support
Program if the condition is verified.
NOTE: Your vehicle will need to have the fuel tank filled completely until the auto-stop activates in the
fuel pump nozzle before arriving at the dealer for inspection.
Q8:
A8:
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.
Q9:
How does Toyota obtain my mailing information?
A9:
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.
Q10:
What if I have additional questions or concerns?
A10:
If you have additional questions or concerns, please contact the Toyota Brand Engagement 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.
TOYOTA
Toyota Motor Sales, USA, Inc.
6565 Headquarters Drive
Plano, TX 75024
CUSTOMER SUPPORT PROGRAM NOTIFICATION
2020 RAV4 HV Vehicle Refueling Performance
E
[VIN]
Dear Toyota Owner:
PL
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 customer reports of certain 2020 model year RAV4 HV vehicle fuel gauges displaying less
than full and/or total fuel dispensed is less than expected, when the fuel nozzle automatically clicks off when
refueling. Some customer reports have also noted the “Distance to Empty” shown on the multi-information
display is less than expected. Based on our investigation, Toyota believes these conditions to be primarily
related to the fuel sender gauge design. These conditions can cause the fuel level to be read incorrectly and
may cause the low fuel light to illuminate with more fuel in the tank than usual.
M
This Customer Support Program provides coverage as it applies to the fuel sender gauge unit. The specific
condition covered by this program is vehicle refueling performance. If the condition(s) are verified, the vehicle
will be repaired with a new fuel sender gauge unit under the terms of this Customer Support Program. If your
vehicle is not experiencing these conditions, you do not need the repair.
Coverage
SA
Applicable for 8 years from the date of first use or 100,000 miles, whichever occurs first.
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. Refer to the table below to determine if the condition is present.
Condition
Fuel Gauge Less than Full
After refueling until the fuel nozzle automatically
stops, the fuel gauge needle does not rise to the F
line.
How to
Determine if
Condition is
Present
Refuel the vehicle until the fuel nozzle automatically
stops. Observe the position of the fuel gauge
needle. If the needle does not reach F as shown
above, the condition may be present.
M
PL
E
Description
Total Fuel Dispensed is Less
than Expected
Amount of fuel dispensed into
the tank during each refueling is
less than expected.
Wait until the next point in
which the low fuel level light
illuminates, then refuel the
vehicle until the fuel nozzle
automatically stops.
If the
refueling amount is less than 9.8
gallons, the condition may be
present. If the refueling amount
is 9.8 gallons or more, the
vehicle’s condition is normal,
please refer to the FAQ included
with this letter for more detail.
SA
If you have experienced either of the conditions, please contact any authorized Toyota dealer and make
arrangement for inspection and, if applicable, repair. The inspection will take approximately 1 hour and
if the condition(s) are confirmed, the repair will take approximately 1 hour. However, depending on the
dealer’s work schedule, it may be necessary to make your vehicle available for a longer period of time.
NOTE: Your vehicle will need to have the fuel tank filled completely until the auto-stop activates in the
fuel pump nozzle before arriving at the dealer for inspection.
If you have not experienced the conditions described in the table above, there is no action necessary at
this time.
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 Brand
Engagement 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.
E
If you would like to update your vehicle ownership or contact information, please visit
https://www.toyota.com/recall/update-info-toyota. You will need your full 17-digit Vehicle Identification
Number (VIN) to input the new information.
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.
Sincerely,
PL
Thank you for driving a Toyota.
SA
M
TOYOTA MOTOR SALES, U.S.A., INC.
Customer Support Program Details
This Customer Support Program provides coverage as it applies to the
fuel sender gauge unit. The specific condition covered by this program
is vehicle fuel gauges displaying less than full and/or total fuel
dispensed is less than expected, when the fuel nozzle automatically
clicks off when refueling. If the condition is verified, the vehicle will be
repaired with a new fuel sender gauge unit under the terms of this
Customer Support Program*.
This coverage is applicable for 8 years from the date of first use or
100,000 miles, whichever occurs first.
E
•
A voluntary Customer Support Program has been initiated
for your vehicle
▼ Remove at perforation and place in the back of your owner’s manual ▼
Please note that this coverage is for work performed at an authorized
Toyota dealer only.
PL
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.
VIN
#
Date of First Use
SA
M
*Please see your Toyota dealer for additional
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.
If my vehicle does not have this condition, do I need to make an appointment with my dealership?
Q3:
A3:
Is the Customer Support Program coverage transferable if I sell my vehicle?
Q4:
A4:
What should I do if my vehicle has the condition described?
Q5:
A5:
Will this condition affect my fuel economy?
Q6:
A6:
Will this condition cause me to run out of fuel?
E
Q2:
A2:
PL
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.
Yes, this Customer Support Program coverage is fully transferrable to subsequent vehicle owners for
the condition and terms specified in the notification letter.
If you experience this condition, please contact any authorized Toyota dealer and make arrangements
for diagnosis and, if applicable, repair.
M
No. This condition will not result in an increase or decrease in fuel economy.
SA
As indicated in the owner's manual, customers should still refuel when the low fuel light illuminates,
and when refueling, customers should not "top off" the fuel tank. Importantly, this condition causes
the low fuel light to illuminate with more fuel in the fuel tank than usual. As such, refueling when the
low fuel light illuminates should prevent an owner from running out of fuel.
Q7:
A7:
How should my fuel tank operate during normal refueling?
The image below provides a visualization of the normal amount of fuel that is dispensed during
refueling when the low fuel light is on until the auto-stop activates in the fuel pump nozzle. Note that
the refueling amount is less than the total tank capacity of 14.5 gallons as stated in the Owner’s
Manual.
SA
M
PL
E
Like other Toyota vehicles, 2020 RAV4 HV vehicles are designed to have a reserve of fuel remaining
when the low fuel light comes on. This reserve is to reduce the risk of customers unexpectedly running
out of fuel. Additionally, the fuel system is designed to prevent fuel “splash back” during refueling after
auto-stop of the fuel pump nozzle. This, including other factors (fuel volume being dispensed,
temperature, differences in fuel pump nozzles from gas station to gas station) may affect the total
gallons dispensed during refueling. It is also important to note that the displayed “Distance to Empty”
is an estimate based on a number of factors including historical driving behavior, road conditions,
weather conditions, etc.
Q8:
A8:
Which part(s) are covered by this Customer Support Program?
Q9:
A9:
What if the diagnosis is performed and my vehicle is not covered by the Customer Support Program?
Refer to the owner letter to find the specific component(s) covered by this program.
Please be aware that, if the condition is not covered by this Customer Support Program, you may be
responsible for any other repairs you may decide to have performed. Any authorized Toyota Dealership
can determine if a condition is covered by this Customer Support Program.
TOYOTA
Toyota Motor Sales, USA, Inc.
6565 Headquarters Drive
Plano, TX 75024
(469) 292-4000
2020 RAV4 HV
Coverage for Vehicle Refueling Performance
Customer Support Program 20TE05
Thank you for considering Toyota – We’re pleased that you’re about to become part of the Toyota family and
are confident you will enjoy your driving experience! As part of our Customer First commitment, we want to
make you aware that this vehicle may be included in a Customer Support Program. The Program provides
coverage as it applies to vehicle refueling performance. If the condition covered by this program is verified,
a new fuel sender gauge unit will be installed in the vehicle under the terms of the Program.
Under the Program, coverage is applicable for 8 years from the date of first use or 100,000 miles, whichever
occurs first.
For further details on this Program and coverage, please refer to the attached letter and “Frequently
Asked Questions” document.
IF your vehicle experiences the covered condition, you can return to an authorized Toyota dealer for
verification of the condition and, once confirmed, to have the remedy performed at NO CHARGE.
© 2020 Toyota Motor Sales, USA – Version 1a
To be kept updated on this Program (and any future safety recalls or other campaigns that apply to your
vehicle), Toyota recommends that you register with the Toyota Owners Community at
http://www.toyota.com/owners/. You will need to input your 17-digit Vehicle Identification Number
(VIN).
VIN
Model
Model Year
Dealer Information
Dealer Name/Address
Dealer Code
Dealer Phone Number
Dealer Staff Name
Dealer Staff Signature
Customer Name _____________________________________________________________________________
Date
_____________________________________________________________________________
Customer Signature
_____________________________________________________________________________
© 2020 Toyota Motor Sales, USA – Version 1a