22TE05_Dealer Le

Toyota Motor Sales, USA, Inc.
6565 Headquarters Drive
Plano, TX 75024
(469) 292-4000
Original Publication Date: April 6, 2023
To:
All Toyota Dealer Principals, General Managers, Service Managers, and Parts Managers
CUSTOMER SUPPORT PROGRAM 22TE05
Certain 2019-2021 Model Year RAV4, RAV4 HV
Certain 2021 Model Year RAV4 Prime
Coverage for Roof Rail Water Leak
Model / Years
2019 – 2021 RAV4
2019-2021 RAV4HV
2021 RAV4 Prime
Production Period
Early March 2018 – Late August 2021
Late August 2018 – Late July 2021
Late November 2019 – Early October
2020
Approximate Total Vehicles
858,200
267,900
2,000
In our continuing efforts to ensure the best in customer satisfaction, Toyota is announcing a Customer Support Program to
provide coverage for roof rail water leaks on 2019 – 2021 model year RAV4, RAV4HV, and RAV4 Prime vehicles.
Background
Although the roof rails are 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 roof
rail water leaks.
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 roof rails on certain 2019-2021 RAV4 and RAV4HV and
RAV4 Prime vehicles. The specific condition covered by this program is roof rail water leaks from the roof rail mounting clips
due to deterioration of the seal of the roof rail clips. If a water leak has been verified, the vehicle will be inspected and
repaired with new roof rail clips. The vehicle will also be inspected for water damage and cleaned and/or repaired accordingly
under the terms of this Customer Support Program.
•
This coverage will be offered 10 years from the Date of First Use (DOFU), regardless of mileage
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 1,128,100 vehicles covered by this Customer Support Program. There are 13,200 vehicles in Puerto
Rico involved in this Customer Support Program.
Owner Letter Mailing Date
Toyota will begin to notify owners in Mid April, 2023 and will be mailed over several months. A sample of the owner notification
letter has been included for your reference.
© 2023 Toyota Motor Sales, USA
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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 (1-888-2709371) - Monday through Friday, 8:00 am to 8:00 pm, Saturday 9:00 am to 7:00 pm Eastern 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 NOT emission related; therefore, vehicles branded as salvage, total loss, true mileage unknown, or similar title
are NOT 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 5.22,
“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 Aaron Fowles (469) 292-1097 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 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. Dealers can 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.
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
04002-1410R
04002-1610R
04002-1810R
Normal/Moon Roof Type
Description
ROOF CLIP
RETAINER, ROOF RACK, FR
PAD, ROOF SIDE RAIL GARNISH
Quantity
1
1
1
Part Number
04002-1420R
04002-1810R
Panoramic Roof Type
Description
RETAINER, ROOF RACK, FR KIT
PAD, ROOF SIDE RAIL GARNISH
Quantity
1
1
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Part Number
04002-1410R
04002-1610R
PT278-422FP-RH
PT278-422FP-LH
63437-0E070
Off Road Roof Type
Description
ROOF CLIP
RETAINER, ROOF RACK, FR
RAV PAD ROOF SIDE RAIL GARN RT
RAV PAD ROOF SIDE RAIL GARN LT
SEAL, ROOF CARRIER, NO.2
Quantity
1
1
1
1
8
All Customer Support Program (CSP) parts are eligible for the Monthly Parts Return Program. Please refer to PANT Bulletin 2011087 for campaign parts that are currently returnable under the Monthly Parts Return Program and for additional details.
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 Service Technician (any specialty)
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-0016-23.
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.
© 2023 Toyota Motor Sales, USA
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Warranty Reimbursement Procedures
Reimbursement Procedure
Opcode varies based on model grade in flow chart. Use grade to select correct opcode.
•
•
Verify Vehicle Eligibility
Confirm vehicle VIN matches the RO
Check for Campaign eligibility using TIS
Not Covered
No Water Leak Present
Water Leak Present
Perform organic growth inspection in each water leak
location.
Was ANY Organic growth found?
Perform organic growth remediation
and replace other water damaged
parts
22TE05M2 or 22TE05M4
..Yes..
No
Are the water stains gray in
color?
No
Headliner does NOT
qualify for cleaning
Yes
Are other parts damaged
due to water intrusion?
No
Yes
Are there 4 or more stains?
Yes
File Op Code 22TE05RF or
22TE05RR
Yes
File Op Code 22TE05RL or
22TE05RW
File Op Code 22TE05RA or
22TE05RN
No
No
Is Cleaning Required?
No
Are other parts damaged
due to water intrusion?
Yes
File Op Code 22TE05RH or
22TE05RT
File Op Code 22TE05RE or
22TE05RQ
Yes
No
Clean Headlining Assembly:
Was the cleaning procedure
successful?
No
Replace Headliner
No
File Op code 22TE05RD or
22TE05RP
Are other parts damaged
due to water intrusion?
Yes
File Op Code 22TE05RK or
22TE05RV
Yes
Are other parts damaged due to
water intrusion?
Yes
File Op Code 22TE05RJ or
22TE05RU
NOTE: All claims filed for this repair should be submitted under the CSP, including vehicles still under the New Vehicle Limited
Warranty.
© 2023 Toyota Motor Sales, USA
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Op Code
22TE05RA
All Trim levels except Off Road Trim Opcodes
Description
All Trim levels except Off Road
Replace Roof Rail clips (N/M/P)
Flat Rate Hours
1.1
NOTE: For repairs requiring part replacement beyond 22TE05RA and 22TE05RN, Toyota requires a clear copy of the
approved inspection report be attached to all campaign claims. Please see Warranty Policy 4.21 for photo
documentation requirements.
22TE05RD
Clean Headliner and Install Roof Rail Clips (N/M/P)
2.6
22TE05RE
Clean Headliner, Replace Headliner and Roof Rail clips (N/M/P)
4.4
22TE05RF
Replace Headliner and Roof Rail clips (N/M/P)
2.9
22TE05RH
Headliner OK, Replace other water Damaged Parts, and Replace Roof Rail Clips
1.1 + Actual Time*
(N/M/P)
22TE05RJ
Clean Headliner, Replace other Water Damaged Parts, Replace Roof Rail Clips
2.6 + Actual Time*
(N/M/P)
22TE05RK
Clean and Replace Headliner, Replace other Parts, Replace Roof Rail Clips
4.4 + Actual Time*
(N/M/P)
22TE05RL
Replace Headliner and Replace other Parts, and Replace Roof Rail Clips (N/M/P) 2.9 + Actual Time*
*Utilize the Electronic Flat Rate Manual as a guideline to aggregate labor times associated with the removal of interior
components damaged due to water intrusion, taking into consideration any overlapping labor. Time Punches and additional
documentation will be required. Refer to Warranty Policy 4.21 and 8.14 for additional information.
•
•
Off Road Trim Opcodes
Op Code
Description
Flat Rate Hours
22TE05RN
Replace Roof Rail clips (OR)
2.9
NOTE: For repairs requiring part replacement beyond 22TE05RA and 22TE05RN, Toyota requires a clear copy of the
approved inspection report be attached to all campaign claims. Please see Warranty Policy 4.21 for photo
documentation requirements.
22TE05RP
22TE05RQ
22TE05RR
22TE05RT
Clean Headliner and Install Roof Rail Clips (OR)
4.4
Clean and Replace Headliner and Roof Rail clips (OR)
4.4
Replace Headliner and Roof Rail clips (OR)
2.9
Headliner OK, replace other water Damaged Parts, and Replace Roof Rail Clips
2.9 + Actual Time*
(OR)
22TE05RU
Clean Headliner, replace other Water Damaged Parts, Replace Roof Rail Clips
4.4 + Actual Time*
(OR)
22TE05RV
Clean and Replace Headliner, replace other Parts, and Replace Roof Rail Clips
4.4 + Actual Time*
(OR)
22TE05RW
Replace Headliner and Replace other Parts, and Replace Roof Rail Clips (OR)
4.4 + Actual Time *
*Utilize the Electronic Flat Rate Manual as a guideline to aggregate labor times associated with the removal of interior
components damaged due to water intrusion, taking into consideration any overlapping labor. Time Punches and additional
documentation will be required. Refer to Warranty Policy 4.21 and 8.14 for additional information.
• Dealers may claim the cost of glass cleaner and microfiber towels needed for headliner cleaning under Op Code 22TE05RD,
22TE05RE, 22TE05RJ, 22TE05RK, 22TE05RP, 22TE05RQ, 22TE05RU and 22TE05RV at a maximum rate of $2.00 per vehicle
as sublet type “OF”.
• A loaner vehicle or alternative transportation through the Toyota Rent-A-Car (TRAC) can be claimed up to a maximum of 1
day at $42.00/day as a sublet type “RT” under Op Code 22TE05RE, 22TE05RK, 22TE05RP, 22TE05RQ, 22TE05RU, and
22TE05RV.
o For rentals that exceed the maximum number of allowable days and/or dollars per day, refer to the Toyota
Transportation Assistance Policy (TTAP) for DSPM authorization requirements.
o Rental invoice MUST be attached to all rental claims. These claims may be subject to debit if rental invoice is not
attached.
• This coverage will be offered 10 years from the Date of First Use (DOFU), regardless or mileage.
© 2023 Toyota Motor Sales, USA
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Organic Growth Remediation Required Repairs
Organic Growth remediation is conducted through a nationwide program with SERVPRO Commercial, LLC that has been
implemented by Toyota Motor North America (TMNA). While this program has been implemented by TMNA, it requires the
dealer to confirm services rendered by SERVPRO and requires direct payment from the dealer to SERVPRO Commercial, LLC
(SERVPRO Headquarters). Reimbursement for this expense is recovered under approved repairs through specific sublet
instructions below.
Note: At the end of this section is a flowchart outlining the responsibilities of all parties involved for vehicle remediation.
Op Code
22TE05M2
Op Code
22TE05M4
All Trims Except Off Road Op Codes
Description
Replace Headliner, Organic Growth Remediation, Replace Roof Clips, and other
water damaged parts (N/M/P)
Off Road Trim Op Codes
Description
Replace Headliner, Organic Growth Remediation, Replace Roof Rail Clips, and
other water damaged parts (OR)
Flat Rate Hours
4.5 + Actual Time*
Flat Rate Hours
4.5 + Actual Time*
*NOTE:
• For repairs requiring part replacement beyond 22TE05RA and 22TE05RN, Toyota requires a clear copy of the
approved inspection report be attached to all campaign claims. Please see Warranty Policy 4.21 for photo
documentation requirements.
• Utilize the Electronic Flat Rate Manual as a guideline to aggregate labor times associated with the removal of interior
components damaged due to water intrusion, taking into consideration any overlapping labor. Time Punches and
additional documentation will be required. Refer to Warranty Policy 4.21 and 8.14 for additional information.
© 2023 Toyota Motor Sales, USA
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SERVPRO Remediation Sublet Details
Dealers claim the cost of organic growth remediation by vendor SERVPRO under Op Code 22TE05M2 and 22TE05M4 as
sublet type “WL”.
Sample SERVPRO Commercial, LLC Invoice
•
•
•
•
•
•
•
IMPORTANT SERVPRO INVOICING INFORMATION
Invoice must be from SERVPRO Commercial, LLC
DO NOT PAY THE SERVPRO FRANCHISE! SERVPRO
FRANCHISES are NOT AUTHORIZED to invoice dealers!
Invoice will include 2 cost related items:
• Servpro Restoration Services (If travel fee is
included it will be included in this cost)
• Commercial Management Fee (This must be on
invoice)
7-10 business days after remediation is completed
invoice will be emailed to dealer and sent from
[email protected]
Invoices are NET 30 and should be paid
IMMEDIATELY – DO NOT WAIT FOR THE WARRANTY
CLAIM TO BE PAID BEFORE PAYING THE INVOICE!
If you have invoice questions or have not received an
invoice within the 7-10 days from completion, contact
SERVPRO Commercial at: [email protected]
If you have additional questions, please reference the
Servpro Quick Reference guide on TIS – Featured
Content
Other Sublet Details
• Dealers may claim the cost of seam sealer and spray adhesive needed for installing insulation sheeting under Op Code
22TE05M2 and 22TE05M4 at a maximum rate of $70.00 per vehicle as sublet type “SL”.
• Dealers may claim the cost of personal protective equipment needed for organic growth remediation preparation under Op
Code 22TE05M2 and 22TE05M4 at a maximum rate of $20.00 per vehicle as sublet type “ZZ”.
• A loaner vehicle or alternative transportation through the Toyota Rent-A-Car (TRAC) can be claimed up to a maximum of 17
days at $42.00 as a sublet type “RT” under Op Code 22TE05M2 and 22TE05M4.
o For rentals that exceed the maximum number of allowable days and/or dollars per day, refer to the Toyota
Transportation Assistance Policy (TTAP) for DSPM authorization requirements.
o Rental invoice MUST be attached to all rental claims. These claims may be subject to debit if rental invoice is not
attached.
• This coverage will be offered 10 years from the Date of First Use (DOFU), regardless or mileage.
© 2023 Toyota Motor Sales, USA
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SERVPRO Remediation Process Flow
Dealer
SERVPRO Franchise
SERVPRO Commercial, LLC
Review and approves or denies
remediation
Vehicle comes to dealer for service
Approved
Dealer diagnosis vehicle and
identifies organic growth
Contacts SERVPRO
Commercia, LLC to initiate
remediation process
Dealer submits request with
documentation of organic growth
and key dealer contacts for
remediation process
(i.e. TAS, Campaign website, etc.)
Dealer removes interior in prep for
remediation per TSB
(Complete before Servpro arrival)
Dealer reassembles vehicle and
returns vehicle to customer
$$$
Dealer pays SERVPRO Commercial,
LLC invoice immediately
(Due in 30 days from receipt)
$$$
Toyota
SERVPRO Commercial, LLC assigns
franchise
Franchise contacts dealer to
set remediation time
Franchise remediates vehicle
and takes test sample to
confirm remediation is
complete and effective
SERVPRO Commercial, LLC
analyzes test sample and provides
clearance test results
(2-3 days)
SERVPRO Commercial, LLC sends
invoice via email to dealer
provided contacts
(7 – 10 days)
Dealer files claim for warranty/
campaign and reimbursement for
SERVPRO service
Toyota pays warranty claim
with sublet to reimburse
SERVPRO Expense.
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.
© 2023 Toyota Motor Sales, USA
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Campaign Designation / Phase Decoder
22TE05
22
T
E
05
Year Campaign
is Launched
Vehicle Make
Field Action Category and Phase
Field Action Sequence
19 = 2019
20 = 2020
21 = 2021
22 = 2022
23 = 2023
Etc...
T = Toyota
L = Lexus
A = Safety Recall Remedy
B = Safety Recall Interim
C = Special Service Campaign
D = Limited Service Campaign
E = Customer Support Program
F = Emissions Recall
(May use other characters in unique cases)
01 = 1 st Field Action of the year
02 = 2 nd Field Action of the year
03 = 3 rd 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-by-step
procedures required to implement this Customer Support Program.
Thank you for your cooperation.
TOYOTA MOTOR SALES, U.S.A., IN
© 2023 Toyota Motor Sales, USA
CUSTOMER SUPPORT PROGRAM 22TE05
Certain 2019-2021 Model Year RAV4 and RAV4HV
Certain 2021 Model Year RAV4 Prime
Coverage for Roof Rail Water Leak
Frequently Asked Questions
Original Publication Date: April 6, 2023
Q1:
What is the condition?
A1:
The subject vehicles are equipped with roof rails which are retained by clips in the roof’s sheet metal. Some RAV4 series
vehicles may have an increased potential for a water leak due to deterioration of the sealing portion of the clips.
Q1a:
A1a:
Q2:
A2:
Are there any symptoms of this condition?
If the condition exists, the vehicle’s headliner could be damp or have a water stain present in the area.
What is Toyota going to do?
Toyota will send an owner notification (in phases consistent with parts availability and repair capacity) starting in Mid
April, 2023, 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 as soon as possible to minimize damage to vehicle parts from any water leak. If the condition is verified,
the dealer will replace the roof rail clips with new ones FREE OF CHARGE and inspect the vehicle for water damage. If
water damage is found as the result of the roof rail leak, Toyota will clean, replace and/or repair damaged parts, FREE
OF CHARGE.
Q3:
A3:
Q4:
A4:
Which and how many vehicles are covered by this Customer Support Program?
There are approximately 1,128,100 vehicles covered by this Customer Support Program.
Model Name
Model Year
Production Period
UIO
RAV4
RAV4 HV
RAV4 Prime
2019-2021
2019 - 2021
2021
Early March 2018 – Late August 2021
Late August 2018 – Late July 2021
Late November 2019 – Early October 2020
858,200
267,900
2,000
What are the details of this program?
This Customer Support Program provides coverage as it applies to the roof rails and their retaining clips on certain 20192021 RAV4, RAV4HV, and RAV4 Prime vehicles. The specific condition covered by this program is roof rail water leaks
from the roof rail mounting clips. If the condition is verified, the vehicle will be repaired with new roof clips under the
terms of this Customer Support Program.
• This coverage will be offered for 10 years from the Date of First Use (DOFU), regardless of mileage.
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.
© 2023 Toyota Motor Sales, USA
FAQ Page 1 of 2
Q5:
A5:
What should an owner do if experiencing this condition?
If an owner thinks that he/she has experienced the condition described in this Customer Support Program, to minimize
damage to vehicle parts from any water leak and resulting inconvenience, a local Toyota dealer should be contacted as
soon as possible for appropriate diagnosis and repair. If the condition is verified as being in accordance with the terms
of the program, the repair will be performed FREE OF CHARGE to the owner.
Q6a:
A6a:
What if the diagnosis is performed and my vehicle is not covered by the Customer Support Program?
Please be aware that, if the condition is not covered by this Customer Support Program, you may be
responsible for the initial diagnostic fees and 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.
Q6:
A6:
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.
Q7:
A7:
What should an owner do to prepare for the inspection?
Please ensure that all vehicle roof accessories are removed for example remove bicycle racks, storage containers, or
any other accessory that may utilize the roof rails.
Q8:
A8:
How long will the repair take?
The repair time ranges from 1 - 4 hours depending on the vehicle model. However, the repair time may increase
significantly over several days depending on the extent of any water intrusion resulting from this condition that is
identified. Your dealer’s work schedule may also require the vehicle to be available for a longer period of time.
Q9:
A9:
What if I previously paid for repairs related to this Customer Support Program?
Reimbursement consideration instructions will be provided in the owner letter.
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 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.
© 2023 Toyota Motor Sales, USA
FAQ Page 2 of 2
TOYOTA
Toyota Motor Sales, USA, Inc.
6565 Headquarters Drive
Plano, TX 75024
Certain 2019-2021 Model Year RAV4, RAV4HV, and RAV4 Prime
Coverage for Roof Rail Water Leak
CUSTOMER SUPPORT PROGRAM (22TE05) NOTIFICATION
[VIN]
Dear Toyota Owner:
PL
E
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.
This Customer Support Program provides coverage as it applies to the roof rails and their retaining clips on certain 2019-2021
RAV4, RAV4HV, and RAV4 Prime vehicles. The specific condition covered by this program is roof rail water leaks from the roof
rail mounting clips. If the condition is verified, the vehicle will be repaired with new roof clips under the terms of this Customer
Support Program.
Coverage
•
M
This Customer Support Program provides coverage as it applies to roof rails on certain 2019-2021 RAV4 and RAV4HV and
RAV4 Prime vehicles. The specific condition covered by this program is roof rail water leaks from the roof rail mounting clips.
If a water leak has been verified, the vehicle will be inspected and repaired with new roof rail clips, and Toyota will clean,
replace and/or repair water damaged parts under the terms of this Customer Support Program.
This coverage will be offered 10 years from the Date of First Use (DOFU), regardless or mileage.
SA
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.
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, to minimize damage to vehicle parts from any water leak, we recommend you contact
any authorized Toyota dealer and make arrangements for diagnosis and, if applicable, repair as soon as possible. The repair
could take 1 - 4 hours depending on the vehicle model. However, the repair time and resulting inconvenience to you may increase
significantly over several days depending on the extent of any water intrusion resulting from this condition that is identified. Your
dealer’s work schedule may also require the vehicle to be available for a longer period of time.
Note: Non-Toyota-Approved aftermarket accessories of certain types such as, cargo baskets, luggage carriers ladder racks, and roof
top tents can make it difficult or impossible for a dealer to install the remedy parts. Toyota does not recommend modifying vehicles
with non-Toyota-approved parts and cannot evaluate how any such aftermarket parts could affect a vehicle’s operation. That is why
it may be necessary for you to remove the accessories prior to the remedy being performed. Dealers may charge additional costs to
do this. In addition, if the use of non-Toyota-approved accessories cause or contribute to the condition covered by this Program,
coverage will not apply, and you will be responsible for any repairs that are needed.
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 (1-888270-9371) - 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/owners
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 details (for example: a repair
order), proof-of-payment, and ownership information to the following address for reimbursement consideration:
PL
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Toyota Brand Engagement 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.
Sincerely,
M
Thank you for driving a Toyota
SA
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 roof rails on
certain 2019-2021 RAV4 and RAV4HV and RAV4 Prime vehicles. The specific
condition covered by this program is roof rail water leaks from the roof rail mounting
clips. If a water leak has been verified, the vehicle will be inspected and repaired
with new roof rail clips. The vehicle will also be inspected for water damage and
cleaned and/or repaired accordingly under the terms of this Customer Support
Program.
•
This coverage will be offered 10 years from Date of First Use (DOFU),
regardless of mileage
Please note that this coverage is for work performed at an authorized Toyota
dealer only.
PL
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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
Please see your Toyota dealer for additional details
Q2:
A2:
Q3:
A3:
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.
SA
Q1:
A1:
CUSTOMER SUPPORT PROGRAM
FREQUENTLY ASKED QUESTIONS
M
TOYOTA
A voluntary Customer Support Program has been
initiated for your vehicle
Customer Support Program Details
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.
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?
Refer to the owner letter to find the specific component(s) covered by this program.
Q6:
A6:
What if the diagnosis is performed and my vehicle is not covered by the Customer Support Program?
Please be aware that, if the condition is not covered by this Customer Support Program, you may be responsible for the
initial diagnostic fees and 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.