J0E-040418

◄ IMPORTANT UPDATE ►
The attached Dealer Letter has been updated. Refer to the details below.
DATE
•
April 4, 2018
•
TOPIC
Owner notification timing for Highlander AWD has been revised from May 2018 to April
2018.
Samples of the owner notifications for all models have been attached.
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.
© 2018 Toyota Motor Sales, USA
Toyota Motor Sales, USA, Inc.
6565 Headquarters Drive
Plano, TX 75024
(469) 292-4000
Original Publication Date: March 19, 2018
To:
All Toyota Dealer Principals, General Managers, Service Managers, and Parts Managers
Subject:
Owner Notification - J0E
Certain 2018 Model Year Highlander LE FWD
Certain 2018 Model Year Highlander LE AWD
Certain 2017 Model Year Tacoma TRD Pro with Manual Transmission
Vehicle Window Sticker (Monroney Label)
Condition
Due to a clerical error, the subject vehicles include incorrect values in the Fuel Economy and Environment section of
the Window Sticker (Monroney label). Refer to the attached FAQ for a visual representation of the incorrect and correct
values.
Remedy for Owners of Affected Highlander LE FWD and Tacoma TRD Pro (Manual) Vehicles
In April 2018, Toyota will mail an owner notification to registered owners of the affected Highlander FWD vehicles
and Tacoma vehicles. The owner notification will advise owners about the incorrect values and provide the correct
values for the owner’s reference. A sample of each owner notification is attached for your reference.
Remedy for Owners of Affected Highlander LE AWD Vehicles
In April 2018, Toyota will mail an owner notification to registered owners of affected Highlander LE AWD vehicles.
The owner notification will advise owners about the incorrect values and provide the correct values for the owner’s
reference. A sample of this owner notification is attached for your reference.
Additionally, only for the affected Highlander LE AWD vehicles covered by this Owner Notification Program, Toyota
is offering additional customer support, described below:
Although the fuel economy and annual/five-year fuel cost information are only estimates based on controlled driving
conditions, and the owner may experience fuel economy and fuel costs that are higher or lower than those estimated
on the Window Sticker, we believe that the estimated values provide a comparison between new vehicles that are
important to our customers when purchasing a Toyota vehicle. Given our commitment to our loyal customers, we want
to address the Window Sticker estimated fuel cost error in the fairest way possible. For those customers who relied
on the fuel cost estimates when purchasing their vehicles, we will provide $500. Instructions for obtaining this customer
support will be included in the owner letter which Toyota expects to mail in April 2018. This customer support is
only applicable to original owners, or in the case of a leased vehicle, the original lessee, of the Highlander LE
AWD vehicles involved in this Owner Notification.
There is no action required by dealers on customer-owned vehicles involved in this Owner Notification.
© 2018 Toyota Motor Sales, USA
O w n e r N o t i f i c a t i o n J 0 E - D - P a g e |2
Covered Vehicles
There are approximately 7,270 vehicles involved in this Owner Notification Program. None of the vehicles covered by
this program were distributed to Puerto Rico.
Model Name
Tacoma
Highlander LE FWD
Highlander LE AWD
Model Year
2017
2018
2018
Approximate UIO
570
2,900
3,800
Production Period
Late July 2016 – Late October 2017
Early October 2017 – Late January 2018
Early October 2017 – Late January 2018
Remedy for New Dealer Stock Vehicles
The vehicle’s Monroney label with incorrect values will be replaced with a corrected Monroney label. These corrected
labels will be shipped to those dealers with affected new dealer stock by March 23, 2018. New vehicles involved in
this Owner Notification must not be sold until the Monroney label with incorrect values has been replaced
with a corrected Monroney label.
New Vehicles in Dealership Inventory
As of March 16, 2018, there are approximately 950 vehicles in new dealer stock.
New vehicles involved in this Owner Notification must not be sold until the Monroney label
with incorrect values has been replaced with a corrected Monroney label.
Vehicles covered by this Owner Notification Program should be verified through TIS. We request
your assistance to ensure involved vehicles are identified and not delivered prior to performing
the remedy.
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
24 hours to populate information for newly launched campaigns.
Pre-Owned Vehicles in Dealer Inventory.
There is no repair required for pre-owned vehicles. Pre-owned vehicles involved in this Owner Notification do not
require completion prior to being sold.
Toyota Certified Used Vehicle (TCUV)
Affected vehicles do not require completion of this Owner Notification prior to being certified as TCUV. If your
dealership is attempting to certify a vehicle as TCUV, file the OpCode for TCUV vehicles and then proceed with TCUV
certification.
© 2018 Toyota Motor Sales, USA
O w n e r N o t i f i c a t i o n J 0 E - D - P a g e |3
Warranty Reimbursement Procedure
Verify Vehicle Eligibility
Check the TIS Vehicle Inquiry System.
Not Involved
No further action required.
Involved
If vehicle is new dealer stock, replace
the incorrect Monroney label with a
corrected Monroney label and file the
applicable OpCode to close the
campaign. If vehicle requires TCUV
certification, file the applicable
OpCode to close the campaign prior to
certification.
Vehicle can now be sold
Opcode
GBP004
GBP015
Description
Claim filing for confirmation of Monroney label replacement for new
dealer stock vehicle
Close campaign for TCUV certification
Flat Rate Hours
0.1
0.0
Claim Filing Accuracy and Correction Requests
It is the dealer’s responsibility to file claims correctly for this Special Service Campaign. 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 opcode or a claim has been filed for an incorrect VIN, refer to
Warranty Procedure Bulletin PRO17-03 to correct the claim.
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
Owner Notification. Please welcome them to your dealership and answer any questions that they may have. An FAQ
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.
© 2018 Toyota Motor Sales, USA
O w n e r N o t i f i c a t i o n J 0 E - D - P a g e |4
Campaign Designation Decoder
J
0
A
Year Campaign is Launched
Repair Phase
Current Campaign Letter
for this year
B = 2011
C = 2012
D = 2013
E = 2014
F = 2015
G = 2016
H = 2017
J = 2018
Etc...
0 = Remedy
1 = Interim (Remedy not yet
available) “1” will change to “0”
when the Remedy is available
(May use other characters in
unique cases)
1st Campaign = A
2nd Campaign = B
3rd Campaign = C
4th Campaign = D
5th Campaign = E
27th Campaign = 1
28th Campaign = 2
Etc...
Examples:
C1B = Launched in 2012, Interim Phase, 2nd Campaign Launched in 2012
E0A = Launched in 2014, Remedy Phase, 1st Campaign Launched in 2014
J0A = Launched in 2018, Remedy Phase, 1st Campaign Launched in 2018.
Please review this entire package with your Service and Parts staff to familiarize them with the proper stepby-step procedures required to implement this Owner Notification.
Thank you for your cooperation.
TOYOTA MOTOR SALES, U.S.A., INC.
© 2018 Toyota Motor Sales, USA
Owner Notification - J0E
Certain 2018 Model Year Highlander LE FWD
Certain 2018 Model Year Highlander LE AWD
Certain 2017 Model Year Tacoma TRD Pro with Manual Transmission
Vehicle Window Sticker (Monroney Label)
Frequently Asked Questions
Original Publication Date: March 19, 2018
◄ IMPORTANT UPDATE ►
DATE
April 4, 2018
TOPIC
Owner notification timing for Highlander AWD has been revised from May 2018 to April
2018.
The most recent update will be highlighted with a red box.
Q1:
A1:
Why am I receiving this notification?
Due to a clerical error, the Window Sticker (also known as the Monroney label) that was originally attached to
the subject vehicles include incorrect values in the Fuel Economy and Environment section. The incorrect
values are shown below in the red boxes. The correct values are shown below in the green boxes. NOTE:
All information on the Monroney label not highlighted in red and green is accurate.
2018 Model Year Highlander LE AWD
Incorrect
Correct
2018 Model Year Highlander LE FWD
Incorrect
Correct
FAQ Page 1 of 3
© 2018 Toyota Motor Sales, USA
Why am I receiving this notification continued…
2017 Model Year Tacoma TRD Pro with Manual Transmission
Incorrect
Correct
Q2:
A2:
What is Toyota going to do for owners of affected vehicles?
In April 2018, Toyota will mail an owner notification to registered owners of the affected Highlander FWD
vehicles and Tacoma vehicles. The owner notification will advise owners about the incorrect values and
provide the correct values for the owner’s reference.
You do not need to take your vehicle to a dealer.
In April 2018, Toyota will mail an owner notification to registered owners of affected Highlander LE AWD
vehicles. The owner notification will advise owners about the incorrect values and provide the correct values
for the owner’s reference.
Additionally, because the annual and five-year fuel cost printed on the incorrect Monroney label for the affected
Highlander LE AWD vehicles is overstated, Toyota is offering the additional customer support, described
below ONLY for the Highlander LE AWD.
Although the fuel economy and annual/five-year fuel cost information are only estimates based on controlled
driving conditions, and the owner may experience fuel economy and fuel costs that are higher or lower than
those estimated on the Window Sticker, we believe that the estimated values provide a comparison between
new vehicles that are important to our customers when purchasing a Toyota vehicle. Given our commitment
to our loyal customers, we want to address the Window Sticker estimated fuel cost error in the fairest way
possible. For those customers who relied on the fuel cost estimates when purchasing their vehicles, we will
provide $500. Instructions for obtaining this customer support will be included in the owner letter which is
expected to be mailed in April 2018. This customer support is only applicable to original owners or in
the case of a leased vehicle, the original lessee, of the Highlander LE AWD vehicles involved in this
Owner Notification.
There is no action required by dealers on customer-owned vehicles involved in this Owner
Notification.
You do not need to take your vehicle to a dealer.
FAQ Page 2 of 3
© 2018 Toyota Motor Sales, USA
Q3:
A3:
Which and how many vehicles are covered by this Owner Notification?
There are approximately 7,270 vehicles involved in this Owner Notification.
Model Name
Tacoma
Highlander LE FWD
Highlander LE AWD
Model
Year
2017
2018
2018
Approximate
UIO
570
2,900
3,800
Production Period
Late July 2016 – Late October 2017
Early October 2017 – Late January 2018
Early October 2017 – Late January 2018
Q4:
A4:
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.
Q5:
A5:
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.
FAQ Page 3 of 3
© 2018 Toyota Motor Sales, USA
TOYOTA
Certain 2017 Model Year Tacoma Vehicles Equipped with TRD Pro Package and Manual Transmission
Vehicle Window Sticker (Monroney Label)
Owner Notification
[VIN]
Dear Toyota Customer:
At Toyota, we are dedicated to providing vehicles of outstanding quality and value. You received this notice because
our records, which are based primarily on state registration and title data, indicate that you are the current owner.
E
Toyota has determined that certain information on the Fuel Economy and Environment section of the Window
Sticker (also known as the Monroney label) that was originally on your vehicle was incorrect. Although the
estimated city, combined fuel economy, and fuel cost information on your vehicle was correct, due to a clerical error,
the values for the highway MPG, and CO2 emission rate were incorrect. Additionally, the web address encoded into
the Window Sticker’s Smartphone QR Code was incorrect.
PL
The purpose of this Owner Notification is to advise you about these incorrect values and provide you with the correct
values for your reference.
Diagram #1 and #2, shown below, represent the Fuel Economy and Environment section of the Window Sticker and
show the difference between the correct and incorrect labels.
SA
M
Diagram #1: INCORRECT VALUES. The incorrect values are shown below in the red boxes.
CORRECT VALUES. The correct values are shown below in the green boxes.
PL
E
Diagram #2:
NOTE: All other information not highlighted in red and green boxes on the Window Sticker is accurate.
What if you have other questions?
•
If you require further assistance, please contact 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.
M
If you would like to update your vehicle ownership or contact information, you may do so by registering at
www.toyota.com/ownersupdate. You will need your full 17-digit Vehicle Identification Number (VIN) to input the new
information.
If you are a vehicle lessor, please assist us by forwarding this notice to the lessee.
The error in the window sticker does not affect the performance of your vehicle. Nevertheless, we have sent this
notice to you in the interest of your continued satisfaction with our products.
SA
Thank you for driving a Toyota.
Sincerely,
TOYOTA MOTOR SALES, U.S.A., INC.
TOYOTA
Certain 2018 Model Year Highlander LE AWD Vehicles
Vehicle Window Sicker (Monroney Label)
Owner Notification
[VIN]
Dear Toyota Customer:
At Toyota, we are dedicated to providing vehicles of outstanding quality and value. You received this notice because
our records, which are based primarily on state registration and title data, indicate that you are the current owner.
E
Toyota has determined that certain information on the Fuel Economy and Environment section of the Window Sticker
(also known as the Monroney label) that was originally on your vehicle was incorrect. Due to a clerical error, the city,
highway, and combined fuel economy estimates stated in the window sticker of your vehicle were mistakenly
overstated by 1 mile per gallon. Also, the Annual Fuel Cost estimate is understated by $100 per year and the
estimated 5-year comparison to the average new vehicle is understated by $500 for the five-year period. Additionally,
the grams of CO2 per mile, the Fuel Economy and Greenhouse Gas Rating, the gallons per mile, and the web address
encoded in the label’s Smart Phone QR code are similarly incorrect.
PL
The purpose of this Owner Notification is to advise you about these incorrect values and provide you with the correct
values for your reference.
Diagram #1 and #2, shown below, represent the Fuel Economy and Environment section of the Window Sticker and
show the difference between the correct and incorrect labels.
INCORRECT VALUES. The incorrect values are shown below in the red boxes.
SA
M
Diagram #1:
CORRECT VALUES. The correct values are shown below in the green boxes.
PL
E
Diagram #2:
NOTE: All other information not highlighted in red and green boxes on the Window Sticker is accurate.
M
Although the fuel economy and annual/five-year fuel cost information are only estimates based on controlled driving
conditions, and the owner may experience fuel economy and fuel costs that are higher or lower than those estimated
on the Window Sticker, we believe that the estimated values provide a comparison between new vehicles that are
important to our customers when purchasing a Toyota vehicle. Given our commitment to our loyal customers, we want
to address the Window Sticker estimated fuel cost error in the fairest way possible. For those customers who relied
on the fuel cost estimates when purchasing their vehicles, Toyota will provide $500. Instructions for obtaining this
customer support are described further below. This customer support is only applicable to original owners or, in
the case of a leased vehicle, the original lessee, of the Highlander LE AWD vehicles involved in this Owner
Notification.
SA
If you are a vehicle lessor, please assist us by forwarding this notice to the lessee.
You do not need to take your vehicle to a dealer.
Instructions for obtaining $500 customer support.
If you purchased your vehicle as the original owner, please mail the following paperwork to the address below for
reimbursement consideration.
•
•
Vehicle’s original bill of sale AND
Current vehicle registration.
•
•
Lease agreement AND
Current vehicle registration.
E
If you are the original lessee, please mail the following paperwork to the address below for reimbursement
consideration.
Your name, address, and phone number should be legible on all documents.
PL
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
What if you have other questions?
•
If you require further assistance, you may contact 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.
If you would like to update your vehicle ownership or contact information, you may do so by registering at
www.toyota.com/ownersupdate. You will need your full 17-digit Vehicle Identification Number (VIN) to input the new
information.
M
The error in the window sticker does not affect the performance of your vehicle. Nevertheless, we have sent this notice
to you in the interest of your continued satisfaction with our products.
Thank you for driving a Toyota.
Sincerely,
SA
TOYOTA MOTOR SALES, U.S.A., INC.
TOYOTA
Certain 2018 Model Year Highlander LE FWD Vehicles
Vehicle Window Sticker (Monroney Label)
Owner Notification
[VIN]
Dear Toyota Customer:
At Toyota, we are dedicated to providing vehicles of outstanding quality and value. You received this notice because
our records, which are based primarily on state registration and title data, indicate that you are the current owner.
E
Toyota has determined that certain information on the Fuel Economy and Environment section of the Window
Sticker (also known as the Monroney label) that was originally on your vehicle was incorrect. Although the
estimated highway, combined fuel economy and fuel cost information on your vehicle’s Fuel Economy and
Environment section of the Window Sticker, also known as the Monroney label, were correct, due to a clerical error,
the values for the city MPG, and CO2 emission rate were incorrect. Additionally, the web address encoded into the
Window Sticker’s Smartphone QR Code is incorrect.
PL
The purpose of this Owner Notification is to advise you about these incorrect values and provide you with the correct
values for your reference.
Diagram #1 and #2, shown below, represent the Fuel Economy and Environment section of the Window Sticker and
show the difference between the correct and incorrect labels.
SA
M
Diagram #1: INCORRECT VALUES. The incorrect values are shown below in the red boxes.
CORRECT VALUES. The correct values are shown below in the green boxes.
PL
E
Diagram #2:
NOTE: All other information not highlighted in red and green boxes on the Window Sticker is accurate.
What if you have other questions?
If you require further assistance, please contact 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.
M
•
If you would like to update your vehicle ownership or contact information, you may do so by registering at
www.toyota.com/ownersupdate. You will need your full 17-digit Vehicle Identification Number (VIN) to input the new
information.
If you are a vehicle lessor, please assist us by forwarding this notice to the lessee.
SA
The error in the window sticker does not affect the performance of your vehicle. Nevertheless, we have sent this
notice to you in the interest of your continued satisfaction with our products.
Thank you for driving a Toyota.
Sincerely,
TOYOTA MOTOR SALES, U.S.A., INC.