TOYOTA

‘Toyota Motor Sales, US.A,. Ine,
190M South Westerns Avenue
Torrance, CA 9050

(340) 168-1000

To: All Toyota Dealer Principals, General Managers, Service and Parts Managers

Subject: Toyota Floor Mat Installation Inspection Process

Earlier in the year each Dealer was once again requested to immediately inspect their new, used, and
loaner fleet vehicles to ensure correct vehicle application/secure installation of All Weather Floor Mats.

As part of Toyota's on-going support to our dealers, we will be sending this reminder letter to your dealer
on a bi annual basis.

In addition, in the next several months TMS will be developing additional support materials that will
enhance your ability to train your staff and help educate customers on the importance of proper floor mat
usage. More information on these additional support materials will be coming soon.

While we are confident your dealership has implemented a very effective process, we want to remind you
of the importance of communicating this important message to your staff by:

14. Sharing the attached reminder letter and attachments with your staff.

2. Continuing to conduct periodic management meetings/training sessions on the importance of
following your dealership's standardized quality control business processes, including those
applicable to floor mats.

3. Ensuring your dealership has adopted a policy to remove all driver's side mats that are not
secured, double stacked or interfere with the vehicles pedal operation and place them in the
vehicles trunk. (It's important to document this action on the repair order and explain to the
customer why.)

Reminder Letter

This letter is designed to remind you and your staff of the importance of ensuring that only appropriate
floor mats are installed in a vehicle and that they are properly secured.

This Reminder Letter focuses on the following key areas:
Dealership Associate Reminder/Training

« Ensure that all (current and new) staff members fully understand and continue to follow the
dealership’s quality control business processes.

¢ Dealership managers should continue to discuss the importance of proper floor mat usage at their
internal staff meetings and provide regular training sessions.

e These training sessions should include all staff members from Parts, Service, Car Wash, New
Vehicle, New Car Preparation, Used Vehicle, Used Vehicle Reconditioning and Body Shop
operations. Also include in these training sessions, outsourced services as well as any other
operational areas that have access to customer and/or dealership vehicles.

New and Used Vehicle Sales:

e Remind sales associates of the importance of Proper Floor Mat Installation and Care and ask them
to educate customers during the sales process. (See attached New Vehicle Delivery Checklist)

P: in vi

ts:

« Verify the correct application mat is installed and properly secured during Pre-Delivery Service
(PDS) and used vehicle reconditioning. Make sure multiple (stacked) floor mats are never
installed. (See attached Website instructions, Floor Mat inspection/Application/Instatlation
Instructions and Referenced TSB on TIS)

e ASMs and Parts Depariment Sales associates should be prepared to assist any customer who
asks to verify correct floor mat application and secure installation.

e ASMs should also be reminded to routinely check customer vehicles in the service drive for proper
and secure floor mat installation, as well as to ensure multiple (stacked) floor mats are never

installed.

* To ensure consistent handling in cases where a dealership finds a customer vehicle with an
incompatible, unsecured or double-stacked floor mat, the dealership should follow this process:

Vs

PYeN

Remove any incompatible or double-stacked driver's foot-well floor mats and place
them in the trunk.

If the fioor mat is compatible, but unsecured, properly secure it in place.
Document the condition on the vehicle Repair Order.

Explain to the customer the condition that was found

Itis important for all dealership associates to convey and demonstrate to the customer that Toyota cares.
When interacting with customers regarding this important subject, please always communicate with care

and patience.

Toyota Rent-A-Car (TRAC):

e All TRAC vehicles should be inspected for proper and secure floor mat installation before they are
made available to customers. The proper and secute installation of floor mats should be verified
immediately prior to each time a vehicle is loaned out.

¢ Floor mats installed in TRAC vehicles should be properly marked using a contrasting colored paint
marker. Markings should include the correct make, model and model year to ensure the correct
mat application is installed at all times.

‘We appreciate your full and immediate cooperation in assuring your staff is following your dealer's quality
control business processes on a regular basis.

Thank you.

Reference: T-SB-002412 on TIS

Attachment #1

All Floor Mat Inspection (Carpeted and AWFM), Application and Installation Instructions

@ Read these important Warnings BEFORE installing ANY type of Floor Mat.

A. General Floor Mat Warnings

Post this at all locations where Floor Mats are stored and/or installed.

Only install floor mats designed specifically for that model and model year. This applies both to All
Weather Floor Mats as well as carpet floor mats.

co Never install a floor mat if you are uncertain of the model application.

co Never install the passenger floor mat in the driver's position.

o Never install the floor mat with the securing end (side with clip grommets) in the reverse direction

facing the pedals.

Always properly secure the driver's floor mat using the retaining hooks (clips) supplied in the bag with the
floor mats. If the mat is properly secured and you have confirmed vehicle applicability, it will not interfere
with the accelerator pedat. (Note: Some mats may have the knob style retaining clips instead of the hook
style)

o Never install the front driver's floor mat without confirming that all retaining hooks or knob style clips

have secured the mat firmly into place.

The retaining hooks are designed to accommodate only one floor mat at a time.

o Do not install another floor mat(s) on top of an existing driver's floor mat,
Never turn the driver's floor mat over on the vehicle floor to keep the mat’s top carpet side clean or to
prevent wear.
After installation, always check the operation of the accelerator, brake and clutch (if applicable) pedals to
assure the floor mat does not interfere with them.
DO NOT Remove the warning tag attached to the front driver's floor mat (Customer to remove only).
To ensure the floor mats proper non slip operation, DO NOT place anything between the floor mat and the
vehicles carpet.

B. Inspection Instructions and Application Information

Before placing any floor mat in a vehicle, be familiar with the procedure outlined below.

Each dealership associate storing or installing the floor mats should be familiar with the following:
o Identifying the correct floor mat for the specific vehicle application.
o Correctly installing the floor mat.

Permanently mark each floor mat used for TRAC (Service Loaner) vehicles with the correct vehicle
application (i.e. make, model and model year). Regularly check each floor mat to ensure correct
application.

Regularly verify the correct floor mat is securely installed in the appropriate model using the
retaining hooks/knob style clips.

Inspect all vehicles in dealer stock to ensure that the correct floor mat is securely installed in the vehicle
using the retaining hooks (clips).

2 TRAC (Service Loaner Vehicles) both before and after the vehicle is loaned out to the customer
New Vehicle Inventory

Used Vehicle Inventory

Demonstration Vehicles

All vehicles returning from a car wash

NOTE: Use the Toyota Accessory website www.ToyotaASG.com to confirm the correct floor mat
application for the specific model/MY vehicle your inspecting (See the attached instructions)

forester th: ) Floor mat part
4 number is located on
eaxgace the bottom of the
a back side of the mat.
Hook Style Clip

Make sure the floor mat is properly secured by the retaining hooks (clips).
Confirm that the retaining hooks (clips) are secured into the grommet holes in the
vehicle's floor (carpet).

Warning: Do not stack the floor mats in any vehicle. The retaining hooks
(clips) are designed to accommodate only one floor mat at a time.

Note: Some vehicles may be equipped with a “knob type” retaining clip
system that is permanately mounted to the floor carpet of the vehicle. Make
sure the knob is twisted into the lock position

Check the following pedal operation (fully depress the pedal) to assure the floor
mat does not interfere with it. Make sure the vehicle is tuned off and in the
“Park” position when testing:

e Accelerator Pedal

° Brake Pedal

e Clutch Pedal (if equipped)

Note: Refer to attached TSB (T-SB-0040-11) for more detailed
instructions

Regularly verify that all AWFMs involved in previous recalls have been purged
from your parts inventory; and are not used in any vehicle application. (Please
see TIS for further information.)

Floor Mat Installation
If you are installing Carpeted or Ali Weather Floor Mats (AWFM) in a specific vehicle for the first time, please
follow these important instructions.

1.
2.

sa OP

Carefully read the General Floor Mat Warnings.

Check for correct part number on the packaging label as well as on the floor mats to confirm vehicle
applicability.

Check for correct model name on the packaging label to confirm vehicle application.

Carefully read the warning tag attached to the driver's floor mat regarding installation.

Install only the driver's floor mat in the driver's foot area.

Do not install more than one floor mat in the driver's foot area.

Follow the floor mat retention clip installation instructions supplied with the vehicles floor mats. (Note: The
hooks style clips are supplied in the bag with the floor mats. Some models come equipped with a Knob Style

clip that is part of the floor carpet).

Ensure all retaining hooks (clips) supplied with the floor mats are securely installed to the vehicle floor
carpet’s grommet holes.

Install the floor mats securely to the retaining hooks verifying the driver's floor mat is secured to the vehicle
floor.

10. Check the following pedal operation to assure the floor mat does not interfere with the:

o Accelerator Pedal
o Brake Pedal
o Clutch Pedal (if equipped)

Attachment #2

Floor Mat Application Chart

For detailed information on the appropriate floor mat application, by model and model year, please visit Toyota's
Corporate Accessories website www.ToyotaASG.com.

From the opening screen, enter your Region and Dealer code and Click GO.

> | ACCFSSORIF:

Poramatia: Specialize. \earsoris

You will be brought to the opening dashboard. From here the pull down menus will help you filter down to the
exact MY, Model, Category (Floor Mats} and Sub Categories (Type of Floor Mats) for your vehicle. Click GO

Ey PRODUCTS SALES MARKETING

<

DasHBoaRD [fE SALES MARKETING
_BAOWSCPROBIETE SANRY GrER REPORT EXPORT F-LARG —CRMIBETEAGKER eer
Browse: (for —v][Gany —_____}[Finoraiate [ES sizetFipar tints =] [20
| nsrocare) SERrIeewe
| Product Browser
[vem at erty catepory vias Reptacenent Barts

Carpet Floor Mats Accessories.
Found 3 Camper Roar Mats Accessories trot matd your request

su soge smiles © at zeve ten» Comer)

Attachment #3

@)TOYOTA
New Vehicle Delivery Checklist wi

Toyota vehicles undergo one of the most demanding Inspection processes in the automotive Industry. Hundreds of
Inspections are conducted at the factory, our U.S. port of entry inspection centers and your authorized Toyota dealer. The
following checklist Is our assurance that your vehicle Is clean, in excellent condition, has a full tank of gas, and is not missing
any promised Items.

Vehicle identification Number 2 LL LL
Dealership Name.
(Please Print)
Quality Inspection Explain New Vehicle Publications
C1 Reviewed Owner's Manual
1 We have performed a quality Pre-Delivery Inspection C1 Reviewed Pocket Reference Guide
a we Hs vehicle, Our factory trained a CO Reviewed Owner's Warranty Information Booklet
professionals have veri at all systems ani ; i"
controls are operating properly. Reviewed Scheduled Maintenance Guide
Reviewed www. ToyotaiGuide.com
Vehicle Inspection
O Exterior Clean and Undamaged Dealer Staff introductions
C1 Interior Clean and Undamaged | (Provide Business Cards)
Full tank of fuel or gas voucher O Service Manager
O Vehicle Delivered with all features promised O Parts Manager

. O Cust Relations M:
Products or Services Due to Customer ustomer Relations Manager

Description of any Products/Services Due Date Promised For New Customers:
To the Customer Q1 Introduced the Customer to the Parts and Service
Departments

O Reviewed Hours of Operation & Provide
Parts and Service Departments Telephone Numbers
During Normal Business Hours:

O Scheduled First Service Appointment:

Explain Vehicle Features and Benefits Date Time

© Thoroughly explained Major Features and Proper Floor Mat Installation and Care
Demonstrated Operation of Controls IC. Verified that the correct driver's floor mat is installed.

\__ Explained proper driver's floor mat installation using the
retaining hooks (clips).

| Explained floor mat care: Never install the driver's floor
mat with tne bottom-side up, do not place another floor
mat(s) on top of an existing mat, regularly verify the
driver's Roor mat is properly secure. e.g., after carwash,
interior cleaning, etc.

Customer Acknowledgement
Ihave inspected my new Toyota and acknowledge that all Pre-Delivery and Delivery Checklist items have been reviewed
with me by the dealership representative.

Customer Signature Name (Please Print)

Dealership Representative Signature Name (Please Print)

To Receive Future Contacts About Products, Services, Events and Promotions please register at:
www.ToyotaOwnersOnline.com