◄ IMPORTANT UPDATE ►
The attached Dealer Letter has been updated. Refer to the details below.
DATE
October 8, 2018

TOPIC
A watermark has been added to the Dealer Letter to indicate that H0N expired on September
30, 2018.

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 North America

Toyota Motor Sales, USA, Inc.

6565 Headquarters Drive
Plano, TX 75024
(469) 292-4000

Published: September 14, 2017
All Toyota Dealer Principals, General Managers, Service Managers, and Parts Managers

Subject:

Limited Service Campaign H0N – Remedy Notice
Certain 2018 Model Year C-HR XLE Premium
Rear Bumper Garnish Installation

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To:

Remedy
Any authorized Toyota dealer will install the rear bumper garnish.

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Condition
Certain C-HR XLE Premium vehicles did not have a rear bumper garnish installed prior to delivery of the vehicle to
the dealer. The rear bumper garnish is a factory trim panel accessory installed on the rear bumper to enhance its
appearance.

Model Name

Model Year

C-HR

2018

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Covered Vehicles
There are approximately 7,500 vehicles covered by this Limited Service Campaign. Also, note that no vehicles covered
by this Limited Service Campaign were distributed to Puerto Rico.
Arrival Period

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Mid-March 2017 – Late July 2017

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Owner Letter Mailing Date
Toyota will begin to notify owners in late September 2017. A sample of the owner notification letter has been included
for your reference.

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Toyota makes significant effort to obtain current customer name and address information when mailing owner letters.
In the event your dealership receives a notice for a vehicle that was sold prior to the Limited Service Campaign
announcement, it is the dealership’s responsibility to forward the owner letter to the customer who purchased the
vehicle.

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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 repairs. Dealers
should perform the repair as outlined in the Technical Instructions found on TIS.

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New and Used Vehicles in Dealership Inventory (In-Stock Vehicles)
To ensure customer satisfaction Toyota requests that dealers conduct this Limited Service Campaign remedy on any
new or used vehicles currently in dealer inventory that are covered by this Limited Service Campaign prior to customer
delivery.

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Also, as a reminder, Toyota Certified Used Vehicle (TCUV) policy prohibits the certification of any vehicle with an
outstanding Limited Service Campaign or Safety Recall. Thus, no affected units should be designated, sold, or
delivered as a TCUV until the Limited Service Campaign has been completed on that vehicle.

© 2017 Toyota Motor North America

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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:
Maintenance Technician
Certified Technician (Any specialty)
Expert Technician (Any specialty)
Master Technician
Master Diagnostic Technician

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Always check which technicians can perform the recall remedy 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.

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Remedy Procedures
Refer to TIS for Technical Instructions on repair. Conduct all non-completed Safety Recalls and Service Campaigns
on the vehicle during the time of appointment.

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This Limited Service Campaign will be available until 09/30/2018, and is only available at an authorized Toyota dealer.

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Repair Quality Confirmation
The repair quality of covered vehicles is extremely important to Toyota. To help ensure that all vehicles have the
repair performed correctly, please designate at least one associate (someone other than the individual who performed
the repair) to verify the repair quality of every vehicle prior to customer delivery.

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Parts Ordering Process - Non SET and GST Parts Ordering Process
Due to potentially limited availability, the parts may have been placed on either Manual Allocation Control (MAC) or
Dealer Ordering Solutions (DOS). As the parts inventory changes, the ordering process may change. Please check
the Toyota Special Activities MAC/DOS report on Dealer Daily for the most up-to-date parts ordering information.

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All Safety Recall, Service Campaign (SSC/LSC) parts are eligible for the Monthly Parts Return Program. Please refer
to PANT Bulletin 2011-087 for campaign parts that are currently returnable under the Monthly Parts Return Program
and for additional details.
Description
C-HR Rear Bumper Garnish

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Part Number
PT938-1C180-03

© 2017 Toyota Motor North America

Quantity
1

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Warranty Reimbursement Procedure

Verify Vehicle Eligibility
-Check the TIS Vehicle Inquiry System

No further action required

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Not Covered

Covered

Install a new rear bumper garnish

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Description
Install Rear Bumper Garnish

Flat Rate Hours
0.3

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Opcode
H0NLGW

The flat rate times include 0.1 hours for administrative cost per unit for the dealership.
This Limited Service Campaign expires on 09/30/2018.

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Campaign completed, return vehicle
to customer

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Claim Filing Accuracy and Correction Requests
It is the dealer’s responsibility to file claims correctly for this Limited 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.

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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.

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Customer Contacts
Customers who receive the owner letter may contact your dealership with questions regarding the letter and/or the
Limited Service Campaign. 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.

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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.

© 2017 Toyota Motor North America

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Campaign Designation Decoder

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
Etc...

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H

0 = Remedy
1 = Interim (Remedy not yet
available) “1” will change to “0”
when the Remedy is available

1st Campaign = A
2nd Campaign = B
3rd Campaign = C
4th Campaign = D
5th Campaign = E
27th Campaign = 1
28th Campaign = 2
Etc...

(May use other characters in
unique cases)

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Examples:
C1B = Launched in 2012, Interim Phase, 2nd Campaign Launched in 2012
E0A = Launched in 2014, Remedy Phase, 1st Campaign Launched in 2014
H0A = Launched in 2017, Remedy Phase, 1st Campaign Launched in 2017.

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Please review this entire package with your Service and Parts staff to familiarize them with the proper stepby-step procedures required to implement this Limited Service Campaign.

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Thank you for your cooperation.
TOYOTA MOTOR SALES, U.S.A., INC.

© 2017 Toyota Motor North America

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Limited Service Campaign H0N – Remedy Notice
Certain 2018 Model Year C-HR XLE Premium
Rear Bumper Garnish Installation
Frequently Asked Questions
Published: September 14, 2017
Q1:
A1:

What is the condition?
Certain C-HR XLE Premium vehicles did not have a rear bumper garnish installed prior to delivery of the
vehicle to the dealer.

What is the rear bumper garnish?
The rear bumper garnish is a factory trim panel accessory installed on the rear bumper to enhance
its appearance.

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Q1a:
A1a:

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What is Toyota going to do?
Toyota will send an owner notification by first class mail advising owners to make an appointment with their
authorized Toyota dealer to have the rear bumper garnish installed at NO CHARGE.

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How long will this Limited Service Campaign be available?
This Limited Service Campaign will be offered an NO CHARGE until September 30, 2018.

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Q2a:
A2a:

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Q2:
A2:

Which and how many vehicles are covered by this Limited Service Campaign?
There are approximately 7,500 vehicles covered by this Limited Service Campaign. Also, note that no vehicles
covered by this Limited Service Campaign were distributed to Puerto Rico.

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Q3:
A3:

Rear Bumper Garnish

Model Name
C-HR
Q3a:
A3a:

Model Year
2018

Arrival Period
Mid-March 2017 – Late July 2017

Are there any other Lexus/Toyota/Scion vehicles covered by this Limited Service Campaign
in the U.S.?
No, there are no other Lexus/Toyota/Scion vehicles covered by this Limited Service Campaign.

© 2017 Toyota Motor North America

FAQ Page 1 of 2

How long will the repair take?
The repair takes approximately 45 minutes. However, depending upon the dealer’s work schedule, it may be
necessary to make the vehicle available for a longer period of time.

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.

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Q4:
A4:

© 2017 Toyota Motor North America

FAQ Page 2 of 2

Certain 2018 Model Year C-HR XLE Premium
Rear Bumper Garnish Installation
Limited Service Campaign (Remedy Notice)
[VIN]

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Dear Toyota Customer:
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 announcing a Limited Service Campaign, which includes your
vehicle.

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You received this notice because our records, which are based primarily on state registration and title data, indicate
that you are the current owner.

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What is the condition?
Certain C-HR XLE Premium vehicles did not have a rear bumper garnish installed prior to delivery of the vehicle to
the dealer. The rear bumper garnish is a factory trim panel accessory installed on the rear bumper to enhance its
appearance.

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What will Toyota do?
Any authorized Toyota dealer will install the rear bumper garnish at NO CHARGE to you.

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What should you do?

Any authorized Toyota dealer will install the rear bumper garnish at NO CHARGE to you.

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Please contact your authorized Toyota dealer to make an appointment to have the rear bumper garnish
installed. The remedy will take approximately 45 minutes. However, depending on the dealer’s work schedule,
it may be necessary to make your vehicle available for a longer period of time.

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This Program will be offered until 09/30/2018, and will only be available at an authorized Toyota dealer.

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 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.

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What if you have other questions?

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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.

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If you are a vehicle lessor, please assist us by forwarding this notice to the lessee.

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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.

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Thank you for driving a Toyota.
Sincerely,

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TOYOTA MOTOR SALES, U.S.A., INC.