Wayne Hutchinson I TMS Toyota Customer Services
Product Quality and Service Support, Quality Compl iance
March 31 , 2014
Approved By: Bob Waltz
To:
From :

All Toyota Dealers
Product Support Division
Limited Service Campaign BST Phase 3
******URGENT******

On July 24 , 2013 , the settlement of claims for Economic Loss arising from allegations of un intended
acceleration was approved. As part of the settlement Toyota will be launching the third phase of a Limited
Service Campaign to install Smart Stop Technology on March 31, 2014, for the following models:
Phase

Model
Year

1

20092010
20092010
20082010

2

3

20082010
20062010
20032009
20072010

Model

Appx. Number
of Covered
Vehicles

Corolla

843 ,300

Corolla
Matrix
Land
Cruiser

85 ,200
8,600

Highlander

277 ,900

RAV4

761 ,000

4Runner

603 ,100

Tundra

477 ,500

Production Range

Software
Availability
Date

LSC
Expiration
Date

Late July, 2007 through Late
December, 201 O
Early January, 2008 through Early
December, 2010
Early September, 2007 through
Early August, 2010

8/7/2013

8/7/2015

Early March , 2007 through Early
September, 2010
Late July, 2005 through Early
September, 2010

12/11 /2013

12/11/2015

Mid-May, 2002 through MidAugust, 2009
Late October, 2006 through MidAugust, 2010

3/31 /2014

3/31/2016

The following LSC BST documents have been updated and are visible on TIS :
Dealer Letter
FAQ
Technical Instructions
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 Cindy Knight (310) 468-2170 in Toyota Corporate Communications. (Please
do not provide this number to customers . Please provide this contact to only media associates. )
Dealership associates who have any questions are requested to contact their District Service/Parts Manager.
Please review this preliminary notification with your staff to ensure that all relevant personnel have been briefed
regarding this subject.
Thank you for your cooperation .

®TOYOTA
Limited Service Campaign - BST

Multiple Models and Model Years
Smart Stop Technology

Customer Frequently Asked Questions
Updated March 31, 2014 (Phase 3)
Updated December 11 , 2013 (Phase 2)
Published August 1, 2013 (Phase 1)
We are providing the following information to keep you informed of the Limited Service Campaign details.
Q1:
A 1:

What is Toyota offering and why?
On July 24 , 2013 a settlement of claims for Economic Loss arising from allegations of unintended
acceleration was approved. As part of the settlement, Toyota will initiate a Limited Service Campaign (LSC)
to install Smart Stop Technology on the models listed in the following table. This feature will cut engine
power in case of simultaneous application of both the accelerator and brake pedals at certain speeds and
under certain driving conditions. This LSC will be available for 2 vears from the availabilitv of the Smart Stop
Technoloqv for each applicable model. Please refer to the following table for model specific expiration dates.
Phase
1
2
3

Q2:
A2 :

Model Year

Model

Appx. UIO

2009-2010
2009-2010
2008-2010
2008-2010
2006-2010
2003-2009
2007-2010

Corolla
Corolla Matrix
Land Cruiser
Highlander
RAV4
4Runner
Tundra

843 ,300
85 ,200
8,600
277 ,900
761 ,000
603 ,100
477 ,500

Software
Availability Date

LSC Expiration
Date

08/07/2013

08/07/2015

12/11/2013

12/11/2015

3/31/2014

3/31/2016

How does the Smart Stop Technology operate?
Smart Stop Technology cuts engine power in case of simultaneous application of both the accelerator and
brake pedals at certain speeds and in certain driving conditions .
When Smart Stop Technology is engaged , engine output is cut to the idle position , reducing the load on the
brakes. System logic helps ensure Smart Stop does not engage when it is not needed or might be
inconvenient in certain driving conditions.
For example, the system will not activate in 4WD vehicles while driving in the low range . This system also
allows the driver, for instance , to depress the brake pedal in conjunction with the accelerator pedal when
starting on a steep hill . No matter the situation, activation is canceled when the brake pedal is released .

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© 2014 Toyota Motor Sales, USA

Q3:
A3 :

Which and how manv vehicles are covered bv this Limited Service Campaign?
There are approximately 3.0 Million Toyota veh icles covered by this LSC . The entire LSC cove rs
approximately 3.2 Mill ion Toyota and Lexus vehicles . Please refer to the fol lowing table for model specific
deta ils .
Phase Model Year

1
2
3

Q3a:
A3a:

2009-2010
Corolla
2009-2010 Corolla Matrix
2008-2010 Land Cruiser
2008-2010
Highlander
2006-2010
RAV4
2003-2009
4Runner
2007-2010
Tundra

Late July, 2007 through Late December, 2010
Early January, 2008 through Early December, 2010
Early September, 2007 through Early August, 2010
Early March , 2007 through Early September, 2010
Late July, 2005 through Early September, 2010
Mid-May, 2002 throuqh Mid-Auqust, 2009
Late October, 2006 through Mid-August, 2010

Appx.
UIO
843 ,300
85 ,200
8,600
277 ,900
761 ,000
603 , 100
477 ,500

Are there any Lexus or Scion vehicles covered by this Limited Service Campaign?
Yes , please reference the following table for Lexus models covered by this Limited Service
Campaign .

Phase Model Year

Model

2008 -2010
2010

LX 570
RX 350

1

Production Date Range

Model

Production Range

Appx.

UIO
13,800
Mid-July, 2007 through Early May, 2010
Early December, 2008 through Early September, 2010 131 ,800

Q4:
A4 :

How will Toyota notify owners about this Limited Service Campaign?
Starting in early February 2013 , owner notifications were mailed to owners by the court appo inted
administrator, Gilardi and Company. Approximately 22 million notices were mailed to Toyota and Lexus
customers informing them of the settlement. In early March 2013 , notice of the settlement was also run in
select U.S. publications along with banner ads which were posted on the internet.

Q5:
A5 :

How long will it take to install the Smart Stop Technology software?
The software installation will take approximately 45 minutes . However, depending upon the dealer's work
schedule, it may be necessary to make your vehicle available for a longer period of time.

Q6:
A6 :

When does this Limited Service Campaign expire?
This LSC will be available for 2 vears from the availabilitv of the Smart Stop Te chnologv. Please refer to the
table in A 1 for model specific expiration dates. Any authorized Toyota dealer will install the Smart Stop
Technology at no charge to the vehicle owner prior to the model specific expiration date.

Q7:
A7 :

What if an owner has additional questions or concerns about the LSC?
Owners with questions or concerns are asked to please contact the Toyota Customer Experience Center at
1-888-270-9371 Monday through Friday , 5:00 am to 6:00 pm , or Saturday 7:00 am through 4:00 pm Pacific
Time .

QB:
A8 :

What if an owner has additional questions or concerns about the settlement?
Inquiries regarding the settlement should be directed to the court-appointed administrator, Gilardi &
Company. Customers with questions about the settlement should be directed to the settlement webs ite ,
www.ToyotaELSettlement.com , or asked to call 877-283-0507 .

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© 2014 Toyota Motor Sales , USA