Toyota Motor Sales, USA, Inc.
6565 Headquarters Drive
Plano, TX 75024
(469) 292-4000
Original Publication Date: June 17, 2019
To:

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

SAFETY RECALL / SPECIAL SERVICE CAMPAIGN RENOTIFICATION
Customer Renotification KR2
Safety Recall/Special Service Campaign completion is an important part of our commitment to meet customer
expectations of Toyota products. Toyota will be conducting follow-up notifications to remind owners whose
vehicles have not yet had Safety Recall/Special Service Campaign repairs completed in the campaign(s) listed
below.
We request your assistance in completing the applicable campaign repairs as owners receive follow-up
notifications and contact your dealership. Please note the follow-up activity may cause an increase in owner
appointments. Toyota plans to mail these follow-up activities in the months to come. Please take this into
consideration when analyzing your manpower requirements.
Campaigns Covered in the Renotification
Campaign

Model and Model Year

G05
H0M
J0I
H0C
H0P
J0F
J0W
F0L

2017 Camry
2016 Camry HV & Avalon HV
2017 Tundra
2016-2017 Tundra
2017 Yaris
2016 Prius
2004 - 2006 Scion xA
2004-2005 RAV4

Approximate
UIO
1
85
2,020
12,700
750
90
14,000
21,500

Approximate
PR UIO
N/A
N/A
1
60
120
10
5
900

Renotification
Schedule

Late June 2019

Follow-Up Owner Notification Letter Mailing Date
The Campaign Follow-Up Owner Notification(s) will begin in late June 2019, as indicated in the chart above.
The customer will be notified using the following method(s) to the extent that customer information is
available:
• First Class Mail Letter
• Email
• Phone Calls (Live)
The above owner notifications will occur over a period of several weeks, consistent with parts availability.
© 2019 Toyota Motor Sales, USA

関係者外秘

Dealer Inventory Procedures
Pre-Owned Vehicles in Dealer Inventory
To ensure customer satisfaction, Toyota requests that dealers complete Safety Recalls/Special Service
Campaigns on any used vehicles currently in dealer inventory prior to customer delivery. However, if the
campaign cannot be completed (for example, due to remedy parts availability), delivery of a covered vehicle
is acceptable if disclosed to the customer that the vehicle is involved in a Safety Recall/Special Service
Campaign.
Toyota expects dealers to use the attached Customer Contact and Vehicle Disclosure Form to obtain vehicle
buyer information. Dealers are expected to provide a copy of the completed form, along with the most current
FAQ for that campaign, to the vehicle buyer. Toyota and the dealer may use this information to contact the
customer when the remedy becomes available.
Keep the completed form on file at the dealership and send a copy to [email protected]. In the
subject line of the email state, “Disclosure Form [G05, H0M, J0I, H0C, H0P, J0F, J0W, DSF, E04 & F0L]” and
include the VIN.
NOTE: Dealers can identify if any of their new and used inventory has any open campaigns in the Vehicle
Inventory Summary available in Dealer Daily (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 prohibits the certification of any vehicle with an outstanding Safety Recall, Special Service
Campaign, or Limited Service Campaign. Thus, no affected units are to be designated, sold, or delivered as
a TCUV until all applicable Safety Recalls, Special Service Campaigns, and Limited Service Campaigns have
been completed on that vehicle.
Toyota Rent-A-Car (TRAC) & Service Loaners
Toyota requests that dealers remove all TRAC and Service Loaner vehicles from service that are covered by a
Safety Recall unless the defect has been remedied.

Customer Handling, Parts Ordering, and Remedy Procedures
Technical Instructions
Refer to TIS for Technical Instructions on repair. Conduct all non-completed Safety Recalls/Special Service
Campaigns on the vehicle during the time of appointment.
Parts Ordering
The applicable parts ordering information can be found in the Dealer Letter and Technical Instructions of the
specific campaign. As a general practice, please utilize the following guidelines to determine your parts order
for this renotification activity:
• Check current stock levels.
• Subsequent orders should be based on customer appointments.
• Replenishment orders of parts should be based on a "sell one, buy one" basis.
Customer Handling and Dealership Follow-Up

関係者外秘

Please consider this follow-up notice a great opportunity to focus on assuring customers that their safety
remains a top priority at Toyota. Customers who receive a Safety Recall/Special Service Campaign Follow-Up
Notice may contact your dealership with questions regarding the letter and/or remedy. Please ensure that all
customer contact personnel are aware of the Safety Recalls and Special Service Campaigns involved in this
renotification activity and know how to accurately answer a customer’s questions or how to direct the
customer to someone that can. Please welcome them to your dealership and answer any questions that they
may have.
Toyota encourages dealerships to follow-up with their customers by telephone to encourage them to
complete these Safety Recalls and Special Service Campaigns. The following word track has been provided
for this purpose. To assure a consistent and accurate description of the Safety Recall/Special Service
Campaign is communicated to the customer, dealership associates are requested to refer to the specific
Safety Recall or Special Service Campaign Q&A (available in TIS) to answer any specific customer questions.

Hello [Mr./Ms.] _____________ [Customer Name],
Our dealership __________ [Dealership Name] is following up with you regarding [Safety
Recall/Special Service Campaign] ______ [Safety Recall No/Special Service Campaign No] which
involves ________ [Safety Recall or Special Service}. Our records indicate that your vehicle falls
within the parameters of this [Safety Recall or Special Service Campaign]. As a customer
convenience, I would like to answer any questions that you may have. [Answer any questions
using the Safety Recall or Special Service Campaign Q&A for the applicable recall]
May I schedule an appointment for your vehicle to complete this [Important Safety Recall or
Special Service Campaign}?
What date and time will be convenient for you to bring your vehicle into our service department
which is located at ______ [dealership address]. If you have any further questions or concerns,
please contact me at _________ [contact name and telephone no.]
NOTE: Additional guidelines regarding dealership follow-up for non-completed recalls and other campaigns
can be found in Warranty Policy 5.21.

Please review this entire package with your Service and Parts staff to familiarize them with the proper step-bystep procedures required to implement this Owner Renotification of Non-Completed Safety Recall, Special
Service and/or Limited Service Campaign.
Thank you for your cooperation.
TOYOTA MOTOR SALES, U.S.A., INC.

© 2019 Toyota Motor Sales, USA

TOYOTA
Toyota Motor Sales, USA, Inc.
6565 Headquarters Drive
Plano, TX 75024
(469) 292-4000

CUSTOMER CONTACT & VEHICLE DISCLOSURE FORM
This form is not applicable for new vehicles in dealership inventory and TCUV units.

This vehicle is involved in a Safety Recall. At this time, remedy parts are not available and the remedy has NOT
been performed. I understand that the vehicle will need to be returned to an authorized Toyota dealer to have
the remedy performed at NO CHARGE when the remedy is available.
Customer Signature
Toyota recommends that you register with the Toyota Owners Community at http://www.toyota.com/owners/
and regularly check recall applicability using www.toyota.com/recall or www.safercar.gov. You will need to
input your 17-digit Vehicle Identification Number (VIN).
VIN

Campaign Code

Model

Model Year

Customer Information
Customer Name

Customer Email

Customer Address

Home Phone #
Mobile Phone #
Date

Please provide this information so that Toyota or your dealer can notify you when the remedy becomes
available. This information will only be used for campaign communications. If you’d like to update your
preferred contact information in the future, visit www.toyota.com/ownersupdate or contact us at 1-888270-9371.
Dealer Information
Dealer Name/Address

Dealer Code
Dealer Phone Number
Dealer Staff Name
Dealer Staff Signature
© 2019 Toyota Motor Sales, USA – Version 3a

TOYOTA
Toyota Motor Sales, USA, Inc.
6565 Headquarters Drive
Plano, TX 75024
(469) 292-4000

CUSTOMER CONTACT & VEHICLE DISCLOSURE FORM
This form is not applicable for TCUV units.

This vehicle is involved in a Special Service Campaign. At this time, remedy parts are not available and the
remedy has NOT been performed. I understand that the vehicle will need to be returned to an authorized
Toyota dealer to have the remedy performed at NO CHARGE when the remedy is available.
Customer Signature
Toyota recommends that you register with the Toyota Owners Community at http://www.toyota.com/owners/
and regularly check recall applicability using www.toyota.com/recall or www.safercar.gov. You will need to
input your 17-digit Vehicle Identification Number (VIN).
VIN

Campaign Code

Model

Model Year

Customer Information
Customer Name

Customer Email

Customer Address

Home Phone #
Mobile Phone #
Date

Please provide this information so that Toyota or your dealer can notify you when the remedy becomes
available. This information will only be used for campaign communications. If you’d like to update your
preferred contact information in the future, visit www.toyota.com/ownersupdate or contact us at 1-888270-9371.
Dealer Information
Dealer Name/Address

Dealer Code
Dealer Phone Number
Dealer Staff Name
Dealer Staff Signature
© 2019 Toyota Motor Sales, USA – Version 3b