0.0 hrs/veh

If the vehicle is still under the New Vehicle Limited Warranty (3 yrs/36,000 miles), submit the repair as a
Regular warranty claim using the information below.
Opcode

Description

Time

OFP

FRA001
Frame Inspection* – Side Rail Seal Installed
0.1
51001-04###
FRA002*
Frame Inspection*
0.6
* If perforation of the vehicle’s frame is found, contact the Warranty Hotline.

T1

T2

99

99

Frame Inspection* + Replace 2WD Frame + Install Frame Plugs
39.2 hrs/veh
(Dealer)
Frame Inspection* + Replace 4WD Frame + Install Frame Plugs
ZKA11D
40.8 hrs/veh
(Dealer)
Frame Inspection* + Replace 2WD Frame + Install Frame Plugs
ZKA11G
0.6 hrs/veh
(Sublet)
Frame Inspection* + Replace 4WD Frame + Install Frame Plugs
2016-2017
ZKA11H
0.6 hrs/veh
(Sublet)
ZKA11L
Replace 2WD Frame + Install Frame Plugs (Dealer)
38.6 hrs/veh
ZKA11M
Replace 4WD Frame + Install Frame Plugs (Dealer)
40.2 hrs/veh
ZKA11S
Replace 2WD Frame + Install Frame Plugs (Sublet)
0.0 hrs/veh
ZKA11U
Replace 4WD Frame + Install Frame Plugs (Sublet)
0.0 hrs/veh
ZKA11V
Blind Spot Monitoring Correction
0.7 hrs/veh
*Frame Inspection includes: Pre-hoist inspection and website-based frame inspection with all photos when
applicable.
 Upon customer request, and ONLY during the frame replacement repair, for a maximum of 7 days, a
loaner vehicle or alternative transportation ($60 per day maximum) through Toyota Rent-A-Car (TRAC)
can be claimed as a sublet type RT under the above Op. Codes ZKA11A/B/E/F/J/K/N/R. This rental sublet
is only to be used for the time when the vehicle’s frame is being replaced.
NOTE:
ZKA11C

© 2019 Toyota Motor Sales, USA

Customer Support Program ZKA - D - Page |9

Rental invoice MUST be attached to all rental claims. These claims may be subject to debit if
rental invoice is not attached.
 Rentals that exceed the maximum allowable daily rate will require DSPM authorization per the
Toyota Transportation Assistance Policy (TTAP).
The sublet cost for Op. Codes ZKA11E/F/N/R (Replace Frame by a sublet shop) should be claimed under
sublet type YF using the following formula:
o ZKA11E/N = Maximum 39.6 Hours X Dealer Hourly Rate
o ZKA11F/R = Maximum 41.2 Hours X Dealer Hourly Rate
The transportation cost of vehicle frame between dealer and outside repair shop will be reimbursed for
the maximum cost US $50.00 under the sublet cost column for the Op. Codes ZKA11E/N/F/R with sublet
type YC.
The transportation cost of vehicle between dealer and outside repair shop will be reimbursed for the
maximum cost US $250.00 under the sublet cost column for the Op. Codes ZKA11E/N/F/R with sublet
type YG.








Claim Filing Accuracy and Correction Requests
It is the dealer’s responsibility to file claims correctly for this Customer Support Program. 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 Op Code or a claim has been
filed for an incorrect VIN, refer to Warranty Procedure Bulletin PRO17-03 to correct the claim.
Customer Reimbursement
Reimbursement consideration instructions will be included in the owner letter.
Thank you for your cooperation.
TOYOTA MOTOR SALES, U.S.A., INC.

© 2019 Toyota Motor Sales, USA

CUSTOMER SUPPORT PROGRAM ZKA
Certain 2011-2017 Model Year Tacoma
Coverage for Vehicle Frame Corrosion Perforation
Dealer - Frequently Asked Questions
Original Publication Date: September 5, 2019

Q1:
A1:

What is the condition?
On the subject vehicles, Toyota has received reports that certain vehicles operated in specific cold
climate areas (Cold Climate States*) with high road salt usage, or other environmental factors, may
exhibit more-than-normal corrosion perforation to the vehicle’s frame. This condition is unrelated to
and separate from normal surface rust which is commonly found on metallic surfaces after some
years of usage and/or exposure to the environment.
*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.

Q2:
A2:

What is Toyota going to do?
Toyota will send, starting in September 2019, an owner notification by first class mail advising owners
of this Customer Support Program.
If the owner experiences the condition described above, they should contact their local, authorized
Toyota dealership for diagnosis.

If the vehicle’s frame exhibits significant corrosion perforation

based on Toyota inspection criteria, the dealer will replace the vehicle’s frame with a new one FREE

OF CHARGE to the customer. If the vehicle’s frame does not display significant rust perforation
based on Toyota inspection criteria, the dealer may, if available, apply CRC (Corrosion Resistant
Compound) to the vehicle’s frame FREE OF CHARGE. Corrosion Resistant Compound can only be

applied in the approved cold-climate 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).

FAQ Page 1 of 4
© 2019 Toyota Motor Sales, USA

Q3:
A3:

Q4:
A4:

Which and how many vehicles are covered by this Customer Support Program?
There are approximately 1,102,200 vehicles covered by this Customer Support Program.
Model Name

Model Year

Production Period

Tacoma

2011-2017

Late June 2010 – Early June 2017

Q3a:

Are there any other Lexus/Toyota/Scion vehicles covered by this Customer Support Program
in the U.S.?

A3a:

No. There are no other Lexus/Toyota/Scion vehicles covered by this Customer Support
Program.

What are the details of this program?
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,
the vehicle will be repaired with a new frame under the terms of this Customer Support Program.
Warm / Cold
Climate
Cold Climate State
Vehicles*
Warm Climate
State Vehicles

Coverage

12 years from the Date of First Use (DOFU) with no mileage limitation

*All cold climate state vehicles are eligible for CSP ZKA up until the expiration of LSC K0D. Once K0D
expires, if a cold climate state vehicle has not had LSC K0D performed, the vehicle will no longer be
eligible for ZKA and will be marked as expired under ZKA.
This coverage is for work performed at an authorized Toyota dealer only. It 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.

Q4a:

How does Toyota determine if a vehicle should be grouped into the cold climate states, and
thus responsible for having the frame sprayed, when available?

A4a:

Based on the most recent registration or title information available through each state’s
Department of Motor Vehicles, Toyota will apply corrosion resistant compound to vehicles
registered in a cold climate state when available. This will launch as part of the Limited
Service Campaign (LSC) designated by Toyota as K0D for those vehicles in cold climate states.

FAQ Page 2 of 4
© 2019 Toyota Motor Sales, USA

Q5:
A5:

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 can be
covered under this Customer Support Program, but there could be some for which the customer will
be responsible (for example, maintenance items). Items that can be considered for coverage are
listed below:
Hardware (applicable Bolts, Nuts, Clips, Clamps, Washers, Cotter Pins, Brackets, etc.), Brake
Tube/Lines (including Flexible), Bumper Springs, Cab Mounting Cushions, Toe/Camber Cam
Assemblies, Control Arm Bushings, Differential Supports, Engine/Transmission Mounts, Fender
Apron Seals, Crossmember Extension, Stabilizer Bar Links/Bushings/Cushions, Front Suspension
Member Brace, Fuel Tank, Fuel Tank Protector, Fuel Tank Straps, Fuel Lines/Tubes, Parking Brake
Cables, Toe Adjustment Plates, Spare Tire Carrier, Shackle Kit, Steering Intermediate Shaft, Power
Steering Rack (including lines attached to Rack) and Tie Rod Ends, Upper Control Arms, Hub Grease
Caps
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 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