In the interests of customer satisfaction, Toyota is notifying customers about this condition and that
Toyota is working on a repair. If the condition does occur or currently exists with your covered vehicle,
a repair will be provided at no cost to you in accordance with the terms of the Customer Support
Program once preparations for the repair are completed for this Customer Support Program. There is
no need to contact your dealer for confirmation of the condition or diagnosis until the repair
preparations for this program are complete.
When does Toyota anticipate the repair will be ready?
Toyota is currently working on the repair procedures and necessary materials to complete the repair
for the affected vehicles and we anticipate that this may take several months. Once those preparations
are complete, any vehicle exhibiting the condition will be eligible to receive a repair under the terms
of this Customer Support Program.
At that time, Toyota will begin notifying customers that repairs are ready to be performed under this
program through a second letter. Letters will be sent over several months. At that point, if the owner
experiences or has experienced the condition, they should contact their local authorized Toyota
dealership for diagnosis. If the condition is verified, the dealer will arrange to have the repair
performed FREE OF CHARGE in accordance with the terms of this Customer Support Program.

Q7:
A7:

Q8:
A8:

Q9:
A9:

Do I need to wait until I actually receive a second owner notification letter before visiting a dealer to
receive a repair?
No. As soon as the repair under this this Customer Support Program begins, you should visit any
authorized Toyota dealer for diagnosis if your vehicle is exhibiting the condition and, if applicable,
repair.
Can I be reimbursed if I previously paid for repairs related to factory-applied paint peeling from my
vehicle due to this condition?
Customers who have already paid for repairs related to this condition may qualify for reimbursement
of some, or all, of their out of pocket costs. The expense must have been incurred prior to September
26, 2019, and sufficient documentation submitted, to qualify for reimbursement. Toyota will not
reimburse for out of pocket costs incurred after September 26, 2019. Customer reimbursement
instructions will be included in the owner letter.
What should I do if the factory-applied Blizzard Pearl or Super White paint is currently peeling from
this condition?
Toyota is currently working on the repair for this condition under this program. Toyota recommends
that you wait until the repair has been launched because dealers are not yet ready to perform the
repair. We will begin sending the second owner notification letter as soon as the repair for this
Customer Support Program is ready.

FAQ Page 3 of 4
© 2019 Toyota Motor Sales, USA

Q10:
A10:

What is involved in the repair?
Toyota is still developing the repair and the specific details of the repair covered under this program
have not been finalized yet. However, the repair will be limited to repainting the specific area of the
vehicle’s exterior affected by the condition.
Please note, as the program is still under development, the above details are still subject to change.
When Toyota launches the repair for this Customer Support Program, the specific details of the repair
covered under this program will be provided.

Q11:
A11:

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.

Q12:
A12:

What if I have additional questions or concerns?
If you have additional questions or concerns, please 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.

Q13:
A13:

Which factory-applied paints are covered by this Customer Support Program?
The factory-applied Blizzard Pearl (Toyota paint code 070) and Super White (Toyota paint code 040)
paint on the vehicle’s exterior metal body panels are covered by this program.
Q13a:
A13a:

Is the factory-applied paint on plastic body panels covered by this Customer Support
Program?
No. Factory-applied paint on plastic body panels (for example: a plastic bumper cover) is not
covered. Only factory-applied Blizzard Pearl (Toyota paint code 070) and Super White (Toyota
paint code 040) paint on the vehicle’s exterior metal body panels are covered by this program.
Plastic body panels are not covered by this program because plastic body panels do not have
the base metal electrodeposition layer that is affected by this condition.

FAQ Page 4 of 4
© 2019 Toyota Motor Sales, USA

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

E

CUSTOMER SUPPORT PROGRAM NOTIFICATION
Paint Peeling (Vehicles Painted with Factory-Applied Blizzard Pearl or Super White Paint)
[VIN]
Dear Toyota Owner:

PL

At Toyota, we provide vehicles of outstanding quality and value. As part of our continuing efforts to ensure
customer satisfaction, Toyota would like to notify you of a voluntary Customer Support Program that has been
initiated for your vehicle.
Toyota has received reports of paint peeling on certain vehicles with the original factory-applied Blizzard Pearl
or Super White paint colors. These reports indicate that vehicles with these specific paint colors, applied
during the vehicle manufacturing process, may experience paint peeling on any exterior metal body panels.

M

This Customer Support Program provides coverage for involved vehicles with the original factory Blizzard Pearl
or Super White paint. The covered condition may occur when sunlight over time degrades the adhesion
between the factory-applied paint primer coat layer and the base metal electrodeposition layer causing the
paint to peel from the metal body panel.

SA

What should you do?
At this time, Toyota is working on a repair for this Customer Support Program. However, we want you to know
your vehicle is included in this program and that the repair under this program is forthcoming. Reimbursement
may also be available if you have previously paid for repairs involving this condition prior to September 26,
2019.
We will send you another owner notification letter once the repair under this Customer Support Program is
available for your vehicle. If you have not experienced the condition described, there is no action necessary at
this time. Please retain a copy of this letter for future reference.

What if you have other questions?
•
•

Refer to the Frequently Asked Questions sheet included with this letter.
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.

E

If you would like to update your vehicle ownership or contact information, please visit
www.toyota.com/owners .You will need your full 17-digit Vehicle Identification Number (VIN) to input the new
information.

PL

What if you have previously paid for repairs to your vehicle for this specific condition?
Please note: Once the repair is finalized and available, an authorized Toyota dealer inspection is required
under this Customer Support Program. The authorized Toyota dealer will confirm the condition and affected
areas for coverage under the program.
In the interest of customer satisfaction, if you have previously paid for repairs related to this condition prior to
September 26, 2019, 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:
Note that the expense must have been incurred prior to September 26, 2019. Toyota does not reimburse for
expenses incurred after September 26, 2019.

M

Toyota Customer Experience 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

SA

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.
Thank you for driving a Toyota.
Sincerely,

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

TOYOTA
CUSTOMER SUPPORT PROGRAM
FREQUENTLY ASKED QUESTIONS
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.

Q2:

Why is Toyota notifying me now if Toyota is not ready to implement the repair for this Customer Support
Program?
In the interests of customer satisfaction, Toyota is notifying you about this condition and that Toyota
is working on a repair. If the condition does occur or currently exists with your covered vehicle, a repair
will be provided at no cost to you in accordance with the terms of the Customer Support Program once
preparations for the repair are completed for this Customer Support Program. There is no need to
contact your dealer for confirmation of the condition or diagnosis until the repair preparations for this
program are complete.

Q3:
A3:

PL

A2:

E

Q1:
A1:

When does Toyota anticipate the repair will be ready?
Toyota is currently working on the repair procedures and necessary materials to complete the repair
for the affected vehicles and we anticipate that this may take several months. Once those preparations
are complete, any vehicle exhibiting the condition will be eligible to receive a repair under the terms
of this Customer Support Program.

Do I need to wait until I actually receive a second owner notification letter before visiting a dealer to
receive a repair?
No. As soon as the repair under this this Customer Support Program begins, you should visit any
authorized Toyota dealer for diagnosis if your vehicle is exhibiting the condition and, if applicable,
repair.

SA

Q4:

M

At that time, Toyota will begin notifying customers that repairs are ready to be performed under this
program through a second letter. Letters will be sent over several months. At that point, if the you
experience or have experienced the condition, you should contact your local authorized Toyota
dealership for diagnosis. If the condition is verified, the dealer will arrange to have the repair
performed FREE OF CHARGE in accordance with the terms of this Customer Support Program.

A4:

Q5:
A5:

Can I be reimbursed if I previously paid for repairs related to factory-applied paint peeling from my
vehicle due to this condition?
Customers who have already paid for repairs related to this condition may qualify for reimbursement
of some, or all, of their out of pocket costs. The expense must have been incurred prior to September
26, 2019, and sufficient documentation submitted, to qualify for reimbursement. Toyota will not
reimburse for out of pocket costs incurred after September 26, 2019.

Q6:
A6:

What is involved in the repair?
Toyota is still developing the repair and the specific details of the repair covered under this program
have not been finalized yet. However, the repair will be limited to repainting the specific area of the
vehicle’s exterior affected by the condition.

E

Q7:
A7:

What should I do if the factory-applied Blizzard Pearl or Super White paint is currently peeling from
this condition?
Toyota is currently working on the repair for this condition under this program. Toyota recommends
that you wait until the repair has been launched because dealers are not yet ready to perform the
repair. We will begin sending the second owner notification letter as soon as the repair for this
Customer Support Program is ready.

Please note, as the program is still under development, the above details are still subject to change.

PL

When Toyota launches the repair for this Customer Support Program, the specific details of the repair
covered under this program will be provided.
Q8:
A8:

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.

Q9:
A9:

Which factory-applied paints are covered by this Customer Support Program?
The factory-applied Blizzard Pearl (Toyota paint code 070) and Super White (Toyota paint code 040)
paint on the vehicle’s exterior metal body panels are covered by this program.
Is the factory-applied paint on plastic body panels covered by this Customer Support
Program?
No. Factory-applied paint on plastic body panels (for example: a plastic bumper cover) is not
covered. Only the factory-applied Blizzard Pearl (Toyota paint code 070) and Super White
(Toyota paint code 040) paint on the vehicle’s exterior metal body panels are covered by this
program. Plastic body panels are not covered by this program because plastic body panels do
not have the base metal electrodeposition layer that is affected by this condition.

M

Q9a:

SA

A9a: