NHTSA ID Number: 10165993
Manufacturer Communication Number: ZKA_Dealer Packa
TSB/Document Date: 2019-10-15
Summary
Dealer Package: Toyota has received a number of reports regarding vehicle frame corrosion perforation on certain 2011-2017 model year Tacoma vehicles. These reports have indicated that these vehicles, when operated in specific cold climate areas (Cold Climate States1) with high road salt usage, or exposed to other environmental factors, may exhibit more-than-normal corrosion to the vehicle?s frame.
includes conducting a Pre-Hoist Inspection, in which the structural integrity of the frame can be
confirmed prior to raising the vehicle off the ground. During this time, technicians can also visually
inspect for broken components under the vehicle. If there are any additional broken factory parts
identified prior to the start of, or during, the repair, Toyota will not be responsible for the costs to
replace these parts. Customers should be made aware of this prior to the start of the repair.
Q6:
What if a vehicle is equipped with aftermarket parts?
A6:
If the vehicle is modified with non-Toyota, aftermarket parts that prevent the dealer from being able
to replace the vehicle frame using the Toyota supplied Technical Instructions, the dealer may choose
not to participate in the replacement of the frame until the vehicle is brought back to a condition in
which the frame replacement can be performed using the supplied instructions. Dealers may also
choose to offer to perform the vehicle frame replacement, but with additional costs associated with
removal and installation of aftermarket parts charged to the vehicle owner.
Q7:
How long will the repair take?
A7:
The inspection of the vehicle’s frame will take approximately 1 hour. If vehicle frame corrosion
perforation that meets or exceeds the program’s Rust Perforation Standard is found and the frame
requires replacement, the repair will take approximately one week. Depending upon the dealer’s
work schedule, however, it may be necessary to make the vehicle available for a longer period of
time. A complimentary loaner vehicle will be offered if vehicle frame replacement is required.
Q8:
What if an owner previously paid for repairs related to this Customer Support Program?
A8:
Reimbursement consideration instructions will be provided in the owner letter.
FAQ Page 3 of 4
© 2019 Toyota
Motor Sales, USA
Q9:
What if an owner HAS NOT experienced this condition but would like to have the repair completed?
A9:
This Customer Support Program only applies to vehicles that have exhibited the condition described
above. If an owner has not experienced the condition, he/she is asked to tear off the sheet included
in the owner letter and insert it into the Owner’s Warranty Information Booklet for future reference.
Q10:
How does Toyota obtain my mailing information?
A10:
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.
Q11:
What if an owner has additional questions or concerns?
A11:
If an owner has additional questions or concerns, please refer them to 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.
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
CUSTOMER SUPPORT PROGRAM NOTIFICATION
[VIN]
Dear Toyota Owner:
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At Toyota, we are dedicated to providing vehicles of outstanding quality and value. As part of our continual
efforts to ensure customer satisfaction, Toyota would like to advise you of a voluntary Customer Support
Program that has been initiated for your vehicle.
Toyota has received a number of reports regarding vehicle frame corrosion perforation on certain 2011-2017
model year Tacoma vehicles. These reports have indicated that these vehicles, when operated in specific cold
climate areas (Cold Climate States1) with high road salt usage, or exposed to other environmental factors,
may exhibit more-than-normal corrosion to the vehicle’s frame. Our records indicate that your vehicle is
registered in one of these states.
– District of Columbia (DC), CT, DE, IL, IN, KY, MA, MD, ME, MI, MN, NH, NJ, NY, OH, PA, RI, VA, VT, WI, and
WV.
1
Although perforation of the vehicle’s frame is covered by Toyota’s New Vehicle Limited Warranty for 3 years or
36,000 miles (whichever comes first), we at Toyota care about the customers’ ownership experience.
This Customer Support Program provides coverage as it applies to the vehicle’s frame. The specific condition
covered by this program is vehicle frame corrosion perforation. If the condition is verified, and meets the
program’s Rust Perforation Standard, the vehicle will be repaired with a new vehicle frame under the terms of
this Customer Support Program (other terms are outlined in the Frequently Asked Questions included with
this letter).
In addition to the Customer Support Program, Toyota will announce a Limited Service Campaign to apply CRC
(Corrosion Resistant Compound) to the frame for vehicles registered in a cold climate state. This campaign
will be available for a period of at least two years from the time vehicle owners are notified. A separate owner
notification letter will be sent once this program becomes available.
Coverage
12 years from the Date of First Use (DOFU) with no mileage limitations*
*After announcement of the Limited Service Campaign to apply CRC, vehicle owners located in cold climate
states will have two years from the time customers are notified to have the CRC applied to their vehicle. If the
CRC is not applied to your vehicle within this two-year period, you will not be eligible for the frame
replacement coverage mentioned above.
What should you do?
Please tear off and insert the sheet at the bottom of the page into the back of your Owner’s Manual for future
reference. If you have not experienced the condition described in the Customer Support Program Details
below, there is no action necessary at this time.
Important Note: When the Limited Service Campaign to apply CRC is announced, an additional owner
notification will be sent to you advising you of the availability of that program. At that time, you will be
encouraged to visit an authorized Toyota dealer within the two-year period which the Limited Service
Campaign will be available to have CRC applied to your vehicle. Application of CRC is required to maintain
the frame replacement coverage mentioned above.
If you have experienced this condition, please contact any authorized Toyota dealer and make arrangements
for diagnosis and, if applicable, repair. The inspection of the vehicle’s frame will take approximately 1 hour. If
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vehicle frame corrosion perforation that meets or exceeds the program’s Rust Perforation Standard is found
and the frame requires replacement, the repair will take approximately one week. Depending upon the
dealer’s work schedule, however, it may be necessary to make the vehicle available for a longer period of time.
A complimentary loaner vehicle will be offered during the replacement of the frame.
What if you have other questions?
•
•
•
Refer to the Frequently Asked Questions sheet included with this letter.
Your local Toyota dealer will also be more than happy to answer any of your questions.
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.
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.
What if you have previously paid for repairs to your vehicle for this specific condition?
If you have previously paid for repairs related to this condition, please mail a copy of your repair order, proofof-payment, and ownership information to the following address for reimbursement consideration:
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
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.
▼ Remove at perforation and place in the back of your owner’s manual ▼
This Customer Support Program provides coverage as it applies to the
vehicle’s frame. The specific condition covered by this program is frame
corrosion perforation. If the condition is verified, and meets the
program’s Rust Perforation Standard, the vehicle will be repaired with a
new vehicle frame under the terms of this Customer Support Program*.
•
Coverage will be offered for 12 years from the Date of First Use
(DOFU) with no mileage limitation.
Please note that this coverage is for work performed at an authorized
Toyota dealer only.
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This coverage is subject to the same terms and conditions set forth in the New Vehicle Limited
Warranty Section of the Owner’s Warranty Information booklet. For example, damage from
abuse, an accident, theft and/or vandalism is not covered.
A voluntary Customer Support Program has been
initiated for your vehicle
Customer Support Program Details
VIN
#
Date of First Use
*Please see your Toyota dealer for additional
details
TOYOTA
CUSTOMER SUPPORT PROGRAM
FREQUENTLY ASKED QUESTIONS
Q1:
A1:
Is this a recall?
Q2:
A2:
If my vehicle does not have this condition, do I need to make an appointment with my dealership?
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.
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No. You do not need to take your vehicle to a dealership unless your vehicle is exhibiting the condition
described in this letter. If you have not experienced this condition, please tear off and insert the sheet
from the bottom of the owner letter into the back of your owner’s manual for future reference.
Q3:
A3:
Q4:
A4:
Q5:
A5:
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.
What should I do if my vehicle has the condition described?
If you experience this condition, please contact any authorized Toyota dealer and make arrangements
for diagnosis and, if applicable, repair.
Which part(s) are covered by this Customer Support Program?
The vehicle frame comes with all necessary parts required for most replacements. Occasionally, other
parts may break during the removal and replacement of the frame. Some of these parts, such as bolts
or other hardware, can be covered under this Customer Support Program, but there could be some for
which the customer will be responsible, including maintenance items such as shocks and brakes.
It's important to note that, as part of this repair, technicians are instructed to inspect the frame. This
includes conducting a Pre-Hoist Inspection, in which the structural integrity of the frame can be
confirmed prior to raising the vehicle off the ground. During this time, technicians may be able to
identify broken components under the vehicle, make the customer aware of those before the start of
the repair, and discuss whether those broken parts will be covered or not. If there are any additional
broken factory parts identified during the repair, the customer may be responsible for the cost of
replacing those broken parts depending on the type of part.
Q6:
What if a vehicle is equipped with aftermarket parts?
A6:
If the vehicle is modified with non-Toyota aftermarket parts that prevent the dealer from being able to
replace the vehicle frame using the Toyota supplied Technical Instructions, the dealer may choose not
to participate in the replacement of the frame until the vehicle is brought back to a condition in which
the frame replacement can be performed using the supplied instructions. Dealers may also choose to
offer to perform the vehicle frame replacement, but with additional costs associated with removal and
installation of aftermarket parts charged to the vehicle owner.
What if the diagnosis is performed and my vehicle is not covered by the Customer Support Program?
A frame inspection is included in this Customer Support Program. Customers will not be charged to
have their vehicle frame inspected. However, if other concerns with the vehicle are identified during
this inspection, they will be made aware to the customer for repair options.
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Q7:
A7:
TOYOTA
Toyota Motor Sales, USA, Inc.
6565 Headquarters Drive
Plano, TX 75024
(469) 292-4000
CUSTOMER SUPPORT PROGRAM NOTIFICATION
[VIN]
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Dear Toyota Owner:
At Toyota, we are dedicated to providing vehicles of outstanding quality and value. As part of our continual
efforts to ensure customer satisfaction, Toyota would like to advise you of a voluntary Customer Support
Program that has been initiated for your vehicle.
Toyota has received a number of reports regarding vehicle frame corrosion perforation on certain 2011-2017
model year Tacoma vehicles. These reports have indicated that these vehicles, when operated in specific cold
climate areas (Cold Climate States1) with high road salt usage, or exposed to other environmental factors,
may exhibit more-than-normal corrosion to the vehicle’s frame.
– District of Columbia (DC), CT, DE, IL, IN, KY, MA, MD, ME, MI, MN, NH, NJ, NY, OH, PA, RI, VA, VT, WI, and
WV.
1
Although perforation of the vehicle’s frame is covered by Toyota’s New Vehicle Limited Warranty for 3 years or
36,000 miles (whichever comes first), we at Toyota care about the customers’ ownership experience
SA
This Customer Support Program provides coverage as it applies to the vehicle’s frame. The specific condition
covered by this program is vehicle frame corrosion perforation. If the condition is verified, and meets the
program’s Rust Perforation Standard, the vehicle will be repaired with a new vehicle frame under the terms of
this Customer Support Program (other terms are outlined in the Frequently Asked Questions included with
this letter).
Coverage
W
12 years from the Date of First Use (DOFU) with no mileage limitations
What should you do?
Please tear off and insert the sheet at the bottom of the page into the back of your Owner’s Manual for future
reference. If you have not experienced the condition described in the Customer Support Program Details
below, there is no action necessary at this time.
If you have experienced this condition, please contact any authorized Toyota dealer and make arrangements
for diagnosis and, if applicable, repair. The inspection of the vehicle’s frame will take approximately 1 hour. If
vehicle frame corrosion perforation that meets or exceeds the program’s Rust Perforation Standard is found
and the frame requires replacement, the repair will take approximately one week. Depending upon the
dealer’s work schedule, however, it may be necessary to make the vehicle available for a longer period of time.
A complimentary loaner vehicle will be offered during the replacement of the frame.
What if you have other questions?
Refer to the Frequently Asked Questions sheet included with this letter.
Your local Toyota dealer will also be more than happy to answer any of your questions.
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.
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•
•
•
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.
What if you have previously paid for repairs to your vehicle for this specific condition?
If you have previously paid for repairs related to this condition, please mail a copy of your repair order, proofof-payment, and ownership information to the following address for reimbursement consideration:
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.
W
Thank you for driving a Toyota.
Sincerely,
TOYOTA MOTOR SALES, U.S.A., INC.
▼ Remove at perforation and place in the back of your owner’s manual ▼
This Customer Support Program provides coverage as it applies to the
vehicle’s frame. The specific condition covered by this program is frame
corrosion perforation. If the condition is verified, and meets the
program’s Rust Perforation Standard, the vehicle will be repaired with a
new vehicle frame under the terms of this Customer Support Program*.
•
Coverage will be offered for 12 years from the Date of First Use
(DOFU) with no mileage limitation.
M
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at m E
e C Ve lim
hi a
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es
Please note that this coverage is for work performed at an authorized
Toyota dealer only.
A voluntary Customer Support Program has been
initiated for your vehicle
Customer Support Program Details
This coverage is subject to the same terms and conditions set forth in the New Vehicle Limited
Warranty Section of the Owner’s Warranty Information booklet. For example, damage from
abuse, an accident, theft and/or vandalism is not covered.
VIN
#
Date of First Use
W
SA
*Please see your Toyota dealer for additional
details
TOYOTA
CUSTOMER SUPPORT PROGRAM
FREQUENTLY ASKED QUESTIONS
Q1:
A1:
Is this a recall?
Q2:
A2:
If my vehicle does not have this condition, do I need to make an appointment with my dealership?
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.
M
P
a
St r L
at m E
e C Ve lim
hi a
cl te
es
No. You do not need to take your vehicle to a dealership unless your vehicle is exhibiting the condition
described in this letter. If you have not experienced this condition, please tear off and insert the sheet
from the bottom of the owner letter into the back of your owner’s manual for future reference.
Q3:
A3:
Q4:
A4:
What should I do if my vehicle has the condition described?
If you experience this condition, please contact any authorized Toyota dealer and make arrangements
for diagnosis and, if applicable, repair.
Which part(s) are covered by this Customer Support Program?
The vehicle frame comes with all necessary parts required for most replacements. Occasionally, other
parts may break during the removal and replacement of the frame. Some of these parts, such as bolts
or other hardware, can be covered under this Customer Support Program, but there could be some for
which the customer will be responsible, including maintenance items such as shocks and brakes.
It's important to note that, as part of this repair, technicians are instructed to inspect the frame. This
includes conducting a Pre-Hoist Inspection, in which the structural integrity of the frame can be
confirmed prior to raising the vehicle off the ground. During this time, technicians may be able to
identify broken components under the vehicle, make the customer aware of those before the start of
the repair, and discuss whether those broken parts will be covered or not. If there are any additional
broken factory parts identified during the repair, the customer may be responsible for the cost of
replacing those broken parts depending on the type of part.
W
SA
Q5:
A5:
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.
Q6:
What if a vehicle is equipped with aftermarket parts?
A6:
If the vehicle is modified with non-Toyota aftermarket parts that prevent the dealer from being able to
replace the vehicle frame using the Toyota supplied Technical Instructions, the dealer may choose not
to participate in the replacement of the frame until the vehicle is brought back to a condition in which
the frame replacement can be performed using the supplied instructions. Dealers may also choose to
offer to perform the vehicle frame replacement, but with additional costs associated with removal and
installation of aftermarket parts charged to the vehicle owner.
Q7:
A7:
What if the diagnosis is performed and my vehicle is not covered by the Customer Support Program?
A frame inspection is included in this Customer Support Program. Customers will not be charged to
have their vehicle frame inspected. However, if other concerns with the vehicle are identified during
W
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this inspection, they will be made aware to the customer for repair options.
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TSB/Document ID: ZKA_Dealer Packa
Replacement Service Bulletin Number:
MFR Communication Date: 2019-09-05
MFR Internal Campaign ID/Software Version:
Communication Type: Service Bulletin/Repair Instructions
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