21TG01 Dealer Le

◄ IMPORTANT UPDATE ►
The attached Dealer Letter has been updated. Refer to the details below.
DATE
2/14/2022
12/8/2021
11/22/2021
•
•
•
•
•
TOPIC
Change to MDC ordering process for labels.
Battery hold-down part numbers added.
Updated Technician Training Requirements.
Added JIS number to flow chart.
Added note about ordering labels from the MDC.
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.
© 2021 Toyota Motor Sales, USA
Toyota Motor Sales, USA, Inc.
6565 Headquarters Drive
Plano, TX 75024
(469) 292-4000
Original Publication Date: November 18, 2021
To:
All Toyota Dealer Principals, General Managers, Service Managers, and Parts Managers
CONSUMER ADVISORY 21TG01
Certain 2013 – 2018 Model Year RAV4
12-Volt Battery Size and Installation Inspection
Model / Years
2013 – 2018 RAV4
Production Period
Late November 2012 – MidNovember 2018
Approximate Total Vehicles
1,854,000
Overview
During a recent investigation of reported battery fires in 2013-2018 RAV4 vehicles with gasoline engines
(excluding hybrid models), Toyota discovered that many non-Toyota retailers and others who sell or install
replacement batteries were recommending a small size battery for replacement. Toyota specifies a particular
size replacement battery for the RAV4 that does not include this small size. The smaller battery may not fit
securely with the RAV4’s battery mounting parts, and, in some cases, can move around when the vehicle is
driven, causing a short circuit. Using the wrong size battery, or not installing a replacement battery properly,
can cause damage to the battery and the vehicle, and it could cause a vehicle fire.
Consumer Advisory Support
Any authorized Toyota dealer will perform one inspection of the battery to confirm if it is the correct size FREE
OF CHARGE. If certain components used to secure the battery in place are damaged or missing during this
inspection, they will be replaced FREE OF CHARGE as long as the correct size battery is installed. We are also
enclosing a label and placement instructions along with the owner communication. The label will include
battery replacement information that will assist service providers who may replace the battery in the future. If
the owner prefers, the dealer can apply the label during this inspection for them FREE OF CHARGE.
NOTE: If previous damage to the mounting location of the battery has occurred (such as crash damage), this
may prevent the dealer from properly inspecting and securing a battery. In this case, it will be the owner’s
responsibility to have the damage repaired.
If the wrong battery size is installed, Toyota recommends that the correct size battery be installed promptly.
To support owners, Toyota will offer a discount of $32 off your dealer’s retail price on a Toyota True-2 battery
of the correct size. If the owner would prefer to purchase a correct size battery other than through a Toyota
dealer, they should have the installer carefully follow the instructions contained on the label provided with
the Consumer Advisory to ensure that the correct size battery is installed securely.
© 2021 Toyota Motor Sales, USA
Consumer Advisory 21TG01 - D - Page |2
Covered Vehicles
There are approximately 1,854,000 vehicles covered by this Consumer Advisory. Approximately 19,900 vehicles
involved in this Consumer Advisory were distributed to Puerto Rico.
Consumer Advisory Mailing Date
Toyota will begin to notify owners in mid-December 2021. A sample of the owner advisory letter has been
included for your reference.
Toyota makes significant effort to obtain current owner name and address information from each state through
industry resources when mailing owner letters. In the event your dealership receives a notice for a vehicle that
was sold prior to the Consumer Advisory announcement, it is the dealership’s responsibility to forward the
owner letter to the customer who purchased the vehicle.
Please note that only owners of the covered vehicles will be notified. If you are contacted by an owner who
has not yet received a notification, please verify eligibility by confirming through TIS prior to performing
inspections. Dealers should perform the inspection as outlined in the Technical Instructions found on TIS.
Dealer Inventory Procedures
Used Vehicles in Dealership Inventory (In-Stock Vehicles)
Toyota believes it is a best practice to inspect the battery condition on all used vehicles. Therefore, we
recommend that you perform this inspection and apply the label before selling any used vehicles currently in
dealer inventory that are covered by this Consumer Advisory prior to customer delivery.
NOTE: Dealers can identify if any of their used inventory has any open campaigns in the Vehicle Inventory
Summary available in Dealer Daily (Non SET and GST dealers: https://dealerdaily.toyota.com/). The Vehicle
Inventory Summary may take up to 4 hours to populate information for newly launched campaigns.
Toyota Certified Used Vehicle (TCUV)
The TCUV policy already prohibits the certification of any vehicle with the incorrect battery size or inadequate
hold-down hardware. Thus, no affected units are to be designated, sold, or delivered as a TCUV until the
inspection and application of the label under this Consumer Advisory has been completed on that vehicle.
Customer Handling, Parts Ordering, and Remedy Procedures
Customer Contacts
Owners who receive the owner letter may contact your dealership with questions regarding the letter and/or
the Consumer Advisory. 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.
Owners with additional questions or concerns are asked to please contact the Toyota Brand Engagement
Center (1-888-270-9371) - Monday through Friday, 8:00 am to 8:00 pm, Saturday 9:00 am to 7:00 pm Eastern
Time.
© 2021 Toyota Motor Sales, USA
Consumer Advisory 21TG01 - D - Page |3
Salvage Title Vehicles
Every attempt should be made to complete this Consumer Advisory when circumstances permit, unless noted
otherwise in this dealer letter.
For complete details on this policy, refer to Toyota Warranty Policy 4.17, “What Is Not Covered by The Toyota
New Vehicle Limited Warranty”.
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.
Parts Ordering Process - Non SET and GST Parts Ordering Process
It is possible that parts for this Consumer Advisory 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. Dealers can also identify which parts ordering method to use by reviewing the parts
information section of Dealer Daily and checking for a MAC code on the part numbers below. For MAC code
C, order through CPOR. For MAC code D, refer to the MAC report for further instructions.
Parts only should be ordered as needed based on specific vehicle inspection.
Part Number
Description
74404-0R030
Clamp Sub-Assy, Battery (VINs starting with “2”)
74404-42190
Clamp Sub-Assy, Battery (VINs starting with “J”)
90119-A0213
Bolt, W/Washer
74431-0R040
Tray, Battery
74451-10061
Bolt, Battery Clamp (J-Hook)
90182-A0027
Nut, W/Washer
Quantity
1 (as needed)
1 (as needed)
1 (as needed)
1 (as needed)
1 (as needed)
Additional labels are available through MDC.
NOTE: As of 2/14/2022, these labels can no longer be ordered through the MDC website.
Click here to open an order request e-mail template, then fill in the required details in the message body and
send the email to the MDC.
Part Number
Description
Quantity
1 sheet (10
0041121001*
Label, Battery Clamp (Group 35)*
labels)*
*As needed only. Owners will also receive a label in the Consumer Advisory mailing and may have already
applied the label before visiting your dealership for inspection.
© 2021 Toyota Motor Sales, USA
Consumer Advisory 21TG01 - D - Page |4
Technician Training Requirements
The inspection and repair quality of covered vehicles is extremely important to Toyota. All dealership
technicians performing this Consumer Advisory inspection 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 inspection performed correctly; technicians performing this inspection are required to
currently have completed all of the following courses:
• T623 – Toyota Electrical Circuit Diagnosis
Always check which technicians can perform the inspection by logging on. It is the dealership’s responsibility
to select technicians with the above certification level or greater to perform this inspection. Carefully review
your resources, the technician skill level, and ability before assigning technicians to this inspection. It is
important to consider technician days off and vacation schedules to ensure there are properly trained
technicians available to perform this inspection at all times.
Inspection Procedures
Refer to TIS for Technical Instructions on inspection.
Parts Recovery Procedures
All parts replaced as part of this Consumer Advisory 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.
© 2021 Toyota Motor Sales, USA
Consumer Advisory 21TG01 - D - Page |5
Warranty Reimbursement Procedures
Warranty Reimbursement Procedure
Verify Vehicle Eligibility
Check TIS Vehicle Inquiry
System to verify eligibility
Not Covered
No further action required
Not Group 35
or JIS D23
Offer discounted True-2
Group 35 (see Dealer Letter
for sublet instructions)
Covered
Check Battery Group Size
Group 35 or JIS D23
Inspect and replace battery
hold-down components as
necessary
Battery Replaced
with Correct Size
Customer Declined
Battery Replacement
Battery Secured
Provide Customer
Disclosure Form regarding
battery not meeting Toyota
specifications
Adhere caution label to
hold-down clamp if not
already installed
Label Installed
Inspection Completed
Return Vehicle to Customer
© 2021 Toyota Motor Sales, USA
Consumer Advisory 21TG01 - D - Page |6
Op Code
TEC001
TEC002
TEC003
TEC004
TEC005
TEC006
•
•
•
Description
Inspect Battery Size - Size
Correct, and Confirm Secured
(Ok)
Inspect Battery Size - Size
Correct, Not Secured Properly,
Condition Corrected
Inspect Battery Size - Wrong
Battery, Customer declines New
battery, Disclosure provided
Inspect Battery Size – Size Correct
– Crash damage, Disclosure
provided
Inspect Battery Size – Wrong
Battery – Crash damage,
Disclosure provided
Inspect Battery Size - Wrong
Battery, Battery Replaced and
Secured
Flat Rate Hours
0.2
0.4
0.2
0.2
0.2
0.4
The flat rate times include 0.1 hours for administrative cost per unit for the dealership.
A battery discount of $32 can be claimed under Op Code TEC006 as sublet type “BA” in the event the
customer had the wrong group size battery installed and elects to purchase the correct size True-2 battery
from Toyota.
o Toyota requires a picture of the RO and the incorrect size battery in the engine bay to be attached to
all battery sublet campaign claims.
Towing can be claimed under Op Codes TEC001-TEC006 for a maximum of $250 as sublet type “TW” in the
event the customer requests vehicle pickup.
o Towing invoice MUST be attached to all towing claims. These claims may be subject to debit if towing
invoice is not attached.
Claim Filing Accuracy and Correction Requests
It is the dealer’s responsibility to file claims correctly for this Consumer Advisory. 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.
© 2021 Toyota Motor Sales, USA
Consumer Advisory 21TG01 - D - Page |7
Campaign Designation / Phase Decoder
19TA01
19
T
Year Campaign
is Launched
Vehicle Make
19 = 2019
20 = 2020
21 = 2021
22 = 2022
23 = 2023
Etc...
A
01
Field Action Category and Phase
T = Toyota
L = Lexus
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
G = Consumer Advisory
(May use other characters in unique
cases)
01 = 1 st Field Action of the year
02 = 2nd Field Action of the year
03 = 3rd Field Action of the year
(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 Consumer Advisory.
Thank you for your cooperation.
TOYOTA MOTOR SALES, U.S.A., INC.
© 2021 Toyota Motor Sales, USA
CONSUMER ADVISORY 21TG01
Certain 2013-2018 Model Year RAV4
12-Volt Battery Size and Installation Inspection
Frequently Asked Questions
Original Publication Date: November 18, 2021
Q1:
A1:
What is the advisory for?
During a recent investigation of reported battery fires in 2013-2018 RAV4 vehicles with gasoline
engines (excluding hybrid models), Toyota discovered that many non-Toyota retailers and others
who sell or install replacement batteries were recommending a small size battery for replacement.
Toyota specifies a particular size replacement battery for the RAV4 that does not include this small
size. The smaller battery may not fit securely with the RAV4’s battery mounting parts, and, in some
cases, can move around when the vehicle is driven, causing a short circuit. Using the wrong size
battery, or not installing a replacement battery properly, can cause damage to the battery and the
vehicle, and it could cause a vehicle fire.
Q2:
A2:
What is Toyota going to do?
Some RAV4 owners may already have replaced the original battery that was equipped with their
vehicle. If you are one of these owners, or if you are unsure if your battery has been replaced in the
past, it is important to confirm that you have:
•
The correct size battery installed, and;
•
That the correct size battery is installed securely.
Toyota wants to help you identify if the correct battery is installed securely in your vehicle. Your Toyota
dealer is available to perform one inspection of the battery to confirm if it is the correct size FREE OF
CHARGE. If certain components used to secure the battery in place are damaged or missing during
this inspection, they will be replaced FREE OF CHARGE as long as the correct size battery is installed.
In addition, your Toyota dealer can also apply the label provided with the Consumer Advisory letter for
you during this inspection FREE OF CHARGE if you prefer.
NOTE: If previous damage to the mounting location of the battery has occurred (such as crash
damage), this may prevent a dealer from properly inspecting and securing a battery. In this case, it will
be your responsibility to have the damage repaired.
FAQ Page 1 of 3
© 2021 Toyota Motor Sales, USA
Q2a:
A2a:
Q2b:
Why can't the dealer replace the components that secure the battery in place if the battery is
the wrong size?
These components are designed for a specific size battery and may not properly secure the
wrong size battery. An improperly secured battery can move around and cause damage to the
battery and the vehicle, and it could cause a vehicle fire.
Which parts will Toyota provide FREE of charge during
the dealer inspection?
A2b:
1.
2.
3.
4.
5.
Q3:
A3:
The battery clamp (hold-down bracket)
The bolt that secures the battery clamp to the vehicle
The J-hook bolt
The nut that threads onto the J-hook bolt
The tray under the battery
What if my vehicle has the wrong size battery installed?
If the wrong battery size is installed in your vehicle, Toyota recommends that the correct size battery
be installed promptly. To support owners, Toyota will offer a discount of $32 off your dealer’s retail
price on a Toyota True-2 battery of the correct size at the time of inspection. If you would prefer to
purchase a correct size battery other than through a Toyota dealer, please have the installer carefully
follow the instructions contained on the label that was provided with the Consumer Advisory letter to
ensure that the correct size battery is installed securely.
Q3a: Why isn’t Toyota covering the full cost of a correct size battery?
A3a: Toyota specifies a particular size battery for the RAV4. However, Toyota wants to support
owners who may have received the wrong battery size recommendation from other sources. Therefore,
Toyota is reducing the price of the Toyota True-2 battery.
Q4:
A4:
Can I inspect my battery’s condition myself?
If you prefer to perform this inspection yourself and are comfortable doing so, we have prepared a
video that shows you how to inspect the battery size and installation condition. Please be sure to fully
read and carefully follow all warnings and instructions provided in the video. To access the video, scan
the QR code below with your smartphone camera and follow the link, or navigate to the URL below in
your web browser.
https://youtu.be/w1msmKx2kwg
FAQ Page 2 of 3
© 2021 Toyota Motor Sales, USA
Q5:
A5:
Which and how many vehicles are covered by this Consumer Advisory?
There are approximately 1,854,000 vehicles covered by this Consumer Advisory.
Model Name
Model Year
Production Period
RAV4
2013-2018
Late November 2012 – Mid-November 2018
Q6:
A6:
How long will the dealer inspection take?
The inspection should be brief but plan to spend approximately 45 minutes at the dealership. However,
depending upon the dealer’s work schedule, it may be necessary to make the vehicle available for a
longer period of time.
Q7:
A7:
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.
Q8:
A8:
What if I have additional questions or concerns?
If you have additional questions or concerns, please contact the Toyota Brand Engagement Center at
1-888-270-9371 Monday through Friday, 8:00 am to 8:00 pm, Saturday 9:00 am to 7:00 pm Eastern
Time.
FAQ Page 3 of 3
© 2021 Toyota Motor Sales, USA
TOYOTA
2013 – 2018 Model Year RAV4
12-Volt Battery Size and Installation Inspection
Consumer Advisory
[VIN]
Dear Toyota Owner:
At Toyota, we are dedicated to providing vehicles of outstanding quality and value. As part of our continuing
efforts to provide superior customer satisfaction, Toyota is providing this Consumer Advisory, which applies
to your vehicle.
You received this notice because our records, which are based primarily on state registration and title data,
indicate that you are the current owner.
Consumer Advisory Overview
During a recent investigation of reported battery fires in 2013-2018 RAV4 vehicles with gasoline engines
(excluding hybrid models), Toyota discovered that many non-Toyota retailers and others who sell or install
replacement batteries were recommending a small size battery for replacement. Toyota specifies a particular
size replacement battery for the RAV4 that does not include this small size. The smaller battery may not fit
securely with the RAV4’s battery mounting parts, and, in some cases, can move around when the vehicle is
driven, causing a short circuit. Using the wrong size battery, or not installing a replacement battery properly,
can cause damage to the battery and the vehicle, and it could cause a vehicle fire.
Toyota has contacted major retailers and publishers of replacement battery information to request tha t they
no longer recommend the smaller battery. This advisory provides steps you should take to confirm that your
battery is the correct size. It also provides other installation information in the event you need to replace your
battery in the future.
What should you do?
Some RAV4 owners may already have replaced the original battery that was equipped with their vehicle.
If you are one of these owners, or if you are unsure if your battery has been replaced in the past, it is
important to confirm that you have:
1. The correct size battery installed, and;
2. That the correct size battery is installed securely.
Please contact any authorized Toyota dealer to make an appointment to have an inspection performed
to confirm your vehicle’s condition, FREE OF CHARGE. This inspection should be brief but plan to spend
approximately 45 minutes at the dealership. However, depending on the dealer’s work schedule, it may
be necessary to make your vehicle available for a longer period of time.
If you prefer to perform this inspection yourself and are comfortable doing so, we have prepared a video
that shows you how to do this. To access the video, scan the QR code below with your smartphone
camera and follow the link, or navigate to the URL below in your web browser.
https://youtu.be/w1msmKx2kwg
We are also enclosing a label with battery replacement information that will assist service providers who
may replace your battery in the future. Please review the instructions and warnings in the attached
Label Installation Instruction Sheet.
What will Toyota Do?
Toyota wants to help you identify if the correct battery is installed securely in your vehicle. Your Toyota
dealer is available to perform one inspection of the battery to confirm if it is the correct size FREE OF
CHARGE. If certain components used to secure the battery in place are damaged or missing during this
inspection, they will be replaced FREE OF CHARGE as long as the correct size battery is installed. In
addition, your Toyota dealer can also apply the label provided with the Consumer Advisory letter for you
during this inspection FREE OF CHARGE if you prefer.
NOTE: If previous damage to the mounting location of the battery has occurred (such as crash damage), this
may prevent a dealer from properly inspecting and securing a battery. In this case, it will be your responsibility
to have the damage repaired. The proper size battery should be used, and it should be installed securely
following the instructions on the enclosed label.
What if my vehicle has the wrong size battery installed?
If the wrong battery size is installed in your vehicle, Toyota recommends that the correct size battery be
installed promptly. To support owners, Toyota will offer a discount of $32 off your dealer’s retail price on a
Toyota True-2 battery of the correct size at the time of inspection. If you would prefer to purchase a correct
size battery other than through a Toyota dealer, please have the installer carefully follow the instructions
contained on the enclosed label to ensure that the correct size battery is installed securely.
What if you have other questions?
• Your local Toyota dealer will be more than happy to answer any of your questions.
•
If you require further assistance, you may contact the Toyota Brand Engagement Center at 1-888-2709371 Monday through Friday, 8:00 am to 8:00 pm, Saturday 9:00 am to 7:00 pm Eastern Time.
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.
If you are a vehicle lessor, please assist us by forwarding this notice to the lessee.
We have sent this notice in the interest of your continued satisfaction with our products, and 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.
Label Installation Instructions
WARNING
•
Install the label while the vehicle is in parked in a safe, flat area and the parking brake
is engaged.
•
DO NOT install the label with the engine running.
•
Wear protective gloves and exercise caution as there are sharp, hot, and corrosive
components in the engine compartment. If you are unable to wear gloves while
installing the label, be extra cautious around the battery clamp (hold-down bracket)
as the edges can be sharp.
•
DO NOT wear any watches, rings, or other jewelry while working around the engine
compartment.
•
Be careful around the engine as it and other components in the engine compartment
may be hot and could burn you.
•
The battery contains poisonous and corrosive acidic electrolyte.
•
When working with the battery, always wear safety glasses and take care not to allow
any battery fluids (acid) to come into contact with skin, clothing or the vehicle body.
•
In the event that battery fluid comes into contact with the skin or eyes, immediately
wash the affected area with water and seek medical attention. Place a wet sponge or
cloth over the affected area until medical attention can be received.
•
Wash your hands immediately after installing the label.
•
DO NOT lean over the battery.
•
DO NOT allow children near the battery.
•
DO NOT touch the positive (+) battery terminal.
•
DO NOT smoke or allow any sparks/flames near the battery.
Label installation instructions:
1. Open the hood of the vehicle by releasing
the hood latch.
2. Push the auxiliary catch lever to the left
and lift the hood.
3. Raise the hood and insert the hood
support (prop) rod into the slot in the
hood.
WARNING
Make sure the rod supports the hood
securely from falling down on to your
head or body.
4. Ensure battery hold-down clamp is clean
and free of moisture or dirt in the area
shown in the image to the right so that the
label can properly adhere. If you are
unable to sufficiently clean the bracket,
contact your Toyota dealer for assistance.
5. Peel the label from the included sheet and
adhere it to the battery clamp (hold-down
bracket) in the area shown in the
illustration to the right.
6. Remove the hood support (prop) rod from
the hood and secure it to its retaining clip.
NOTICE
Attempting to close the hood with the
support (prop) rod up could cause the
hood to bend.
7. Close the hood by dropping it from approximately 6 inches.
WARNING
Be sure to move your fingers out of the way before closing the hood.
8. Ensure that the hood is properly latched by attempting to lift the hood. You should not be able
to fit your fingers under the hood.
WARNING
If the hood is not latched properly, it may open while the vehicle is in motion and cause an
accident, which may result in death or serious injury.