SPECIAL SERVICE CAMPAIGN 19TC04 (Remedy Notice)
Certain 2017 – 2019 Model Year Highlander HV
Oil Cooler Pipe
Frequently Asked Questions
Original Publication Date: January 30, 2020
Q1:
A1:

What is the condition?
The involved vehicles are equipped with an engine oil cooling system. The oil cooling system could
experience a small leak due to a manufacturing issue. If a vehicle is continuously operated with this
condition, it may result in abnormal engine noise, illumination of the Malfunction Indicator Light (MIL),
and an engine oil level low message. Over time, an oil pressure warning message may be displayed
on the multi-information display and/or a buzzer may sound.
Q1a:
A1a:

Are there any warnings prior to the occurrence of this condition?
No. However, if a vehicle is continuously operated with this condition, it may result in abnormal
engine noise, illumination of the Malfunction Indicator Light (MIL), an engine oil level low
message. Over time, an oil pressure warning message may be displayed on the multiinformation display and/or a buzzer may sound.
Malfunction Indicator Light
(MIL)

Q2:
A2:

Engine Oil Level Low
Warning Message

Oil Pressure Warning
Message

What is Toyota going to do?
Toyota will send an owner notification by first class mail starting in mid-February 2020, advising owners
to make an appointment with their authorized Toyota dealer to have the engine oil cooler pipe
replaced with a new one not affected by this condition FREE OF CHARGE.

FAQ Page 1 of 2
© 2019 Toyota Motor Sales, USA

NOTE (Customers who live in the state of California)
The state of California requires the completion of Safety Recalls / Service Campaigns on emission
related parts prior to vehicle registration renewal. In addition, the State requires that every vehicle
must pass an emission test (SMOG Check) every two years and before it is sold. Without the completion
of this FREE Special Service Campaign, the California Air Resources Board (CARB) will not allow your
vehicle to be registered. State of California Regulations require Toyota to provide the Department of
Motor Vehicles with a record of all vehicles that have not had the Special Service Campaign completed.
Your Toyota dealer will provide you with a Vehicle Emissions Recall Proof of Correction Form after the
campaign has been completed. Please ensure you retain this form, because the DMV may require that
you supply proof that the campaign has been completed during your vehicle registration renewal
process.

Q3:
A3:

Which and how many vehicles are covered by this Special Service Campaign?
There are approximately 30,000 vehicles covered by this Special Service Campaign.
Model Name

Model Year

Production Period

Highlander HV

2017 - 2019

Late October 2016 – Late January 2019

Q3a:
A3a:

Are there any other Lexus/Toyota/Scion vehicles covered by this Special Service Campaign in
the U.S.?
Yes, there are certain Lexus RX450h vehicles covered by this Special Service Campaign.

Q4:
A4:

How long will the repair take?
The repair takes approximately one and a half hours. 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 previously paid for repairs related to this Special Service Campaign?
Reimbursement consideration instructions will be provided in the owner letter.

Q6:
A6:

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.

Q7:
A7:

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.

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