Avalon Hybrid

2012- 2014
2013- 2015

Early April 2011 – Early September 2014
Late May 2012 – Late October 2015

Q3a:

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

A3a:

No. However, certain 2010-2015 MY Prius and Prius PHV vehicles are covered for this condition
under Customer Support Program ZJB. Certain 2008-2010 MY Highlander Hybrid vehicles are
covered for this condition under Customer Support Program ZKC. Certain 2013-2015 MY ES300
h vehicles are covered for this condition under Customer Support Program ZLM. Please refer
to the ZJB, ZKC, and ZLM Dealer Letters and FAQs for additional information.

What are the details of this program?
This Customer Support Program provides coverage as it applies to the Brake Booster and Brake Booster
Pump Assemblies. If the condition is verified, the vehicle will be repaired with new Brake Booster and
Brake Booster Pump Assemblies under the terms of this Customer Support Program.
•
•

The Primary Coverage offers coverage until March 31, 2021, regardless of mileage.
After the Primary Coverage, the Secondary Coverage is applicable for 10 years or 150,000 miles
from the vehicle’s date of first use, whichever occurs first.

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.

FAQ Page 2 of 3
© 2019 Toyota Motor Sales, USA

Q5:
A5:

Q6:
A6:

Which part(s) are covered by this Customer Support Program?
The specific components covered by this program are as follows
• Brake Booster Assembly
• Brake Booster Pump Assembly

What should an owner do if experiencing this condition?
If an owner thinks that he/she has experienced the condition described in this Customer Support
Program, a local Toyota dealer should be contacted for appropriate diagnosis and repair. If the
condition is verified as being in accordance with the terms of the program, the repair will be performed
FREE OF CHARGE to the owner.

Q6a:

What if the diagnosis is performed and my vehicle is not covered by the Customer Support
Program?

A6a:

Please be aware that, if the condition is not covered by this Customer Support Program, the
customer may be responsible for the initial diagnostic fees and any other repairs he/she may
decide to have performed. Any authorized Toyota Dealership can determine if a condition is
covered by this Customer Support Program.

Q7:
A7:

Q8:
A8:

Q9:
A9:
Q10:
A10:

Q11:
A11:

What if an owner HAS NOT experienced this condition but would like to have the repair completed?
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.

How long will the repair take?
The repair takes approximately three 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.

What if I previously paid for repairs related to this Customer Support Program?
Reimbursement consideration instructions will be provided in the owner letter.

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.

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 3 of 3
© 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
[VIN]
Dear Toyota Owner:

PL

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 reports regarding certain internal malfunctions of the Brake Booster Assembly in certain
2012 - 2014 model year Camry Hybrid vehicles and certain 2013 - 2015 model year Avalon Hybrid Vehicles. In
these reports, customers have noted various brake system related warning lamps illuminated.

M

This Customer Support Program provides coverage as it applies to the Brake Booster and Brake Booster Pump
Assemblies. The specific condition covered by this program is related to an internal malfunction of the Brake
Booster Assembly. If the condition is verified, the vehicle will be repaired with new Brake Booster and Brake
Booster Pump Assemblies under the terms of this Customer Support Program*.

SA

If the following warning lamps are illuminated, the vehicle may be experiencing a concern with the Brake
Booster and Brake Booster Pump Assemblies that are covered by this Customer Support Program*.

Master Warning
Light (Yellow)

Brake System
Warning Light
and Warning
Buzzer (Red)

Brake System
Warning
Light(Red)

ABS Warning
Light (Yellow)

SLIP Indicator
(Yellow)

NOTE: It is possible for the lights above to be illuminated and the condition not be related to this
Customer Support Program.

Primary Coverage
Applicable until March 31, 2021 with no year/mileage
limitation.

Secondary Coverage
(After Primary Coverage ends)

Applicable for 10 years from the vehicle’s date of
first use or 150,000 miles, whichever occurs first.

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 repair will take approximately three and a half hours. However,

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.

PL

•
•
•

E

depending upon the dealer’s work schedule, it may be necessary to make the vehicle available for a longer
period of 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.

M

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:

SA

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
Brake Booster and Brake Booster Pump Assemblies. The specific
condition covered by this program is related to an internal malfunction
of the Brake Booster Assembly. If the condition is verified, the vehicle will
be repaired with new Brake Booster and Brake Booster Pump Assemblies
under the terms of this Customer Support Program*.
•

The Primary Coverage will be offered until March 31, 2021,

•

E

regardless of mileage.

A voluntary Customer Support Program has been initiated for
your vehicle

Customer Support Program Details

After the Primary Coverage, the Secondary Coverage is applicable

for 10 years or 150,000 miles from the date of first use, whichever
comes first.

PL

Please note that this coverage is for work performed at an authorized
Toyota dealer only.

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

SA

M

*Please see your Toyota dealer for additional
details

TOYOTA
CUSTOMER SUPPORT PROGRAM
FREQUENTLY ASKED QUESTIONS

Q4:
A4:

Q5:
A5:

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.

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?

Refer to the owner letter to find the specific component(s) covered by this program.

What if the diagnosis is performed and my vehicle is not covered by the Customer Support Program?
Please be aware that, if the condition is not covered by this Customer Support Program, you may be
responsible for the initial diagnostic fees and any other repairs you may decide to have performed. Any
authorized Toyota Dealership can determine if a condition is covered by this Customer Support
Program.

SA

Q6:
A6:

If my vehicle does not have this condition, do I need to make an appointment with my dealership?

E

Q3:
A3:

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.

PL

Q2:
A2:

Is this a recall?

M

Q1:
A1: