Toyota Motor Sales, USA, Inc.
6565 Headquarters Drive
Plano, TX 75024
(469) 292-4000
Original Publication Date: October 29, 2020
To:

All Toyota Dealer Principals, General Managers, Service Managers, and Parts Managers

CUSTOMER SUPPORT PROGRAM 20TE04
Certain 2019 - 2020 Model Year RAV4 HV
Coverage for Vehicle Refueling Performance
Model / Years
2019 – 2020 RAV4 HV

Production Period
Mid-August 2018 – Early July 2020

Approximate Total Vehicles
143,600

In our continuing efforts to ensure the best in customer satisfaction, Toyota is announcing a Customer Support
Program to provide coverage for Fuel Tank and Fuel Sender Gauge Unit on 2019 – 2020 RAV4 HV.
Background
Toyota has received customer reports of certain 2019-2020 model year RAV4 HV vehicle fuel gauges displaying
less than full and/or total fuel dispensed is less than expected, when the fuel nozzle automatically clicks off.
Some customer reports have also noted the “Distance to Empty” shown on the multi-information display is
less than expected.
Based on our investigation, Toyota believes these conditions to be primarily related to a variation of fuel tank
shape and the potential for the fuel sender gauge to become inclined. These conditions can cause the fuel
level to be read incorrectly and may cause the low fuel light to illuminate with more fuel in the tank than usual.
Although the fuel tank and fuel sender gauge unit are covered by Toyota’s New Vehicle Limited Warranty for
normal Basic Warranty coverage period, 3 years or 36,000 miles (whichever comes first), we at Toyota care
about the customers’ ownership experience. Toyota is providing coverage for repairs related to refueling
performance concerns.
Note: Fuel tanks are covered under the normal California Emissions Control Warranty period, 7 years or 70,000
miles (whichever comes first), for the following states: Connecticut, Delaware, Maine, Maryland,
Massachusetts, New Jersey, New York, Oregon, Pennsylvania, Rhode Island, Vermont, and Washington.
The following information is provided to inform you and your staff of the program notification schedule and
your degree of involvement.

© 2020 Toyota Motor Sales, USA

Customer Support Program 20TE04 - D - Page |2

Customer Support Program Details
This Customer Support Program provides coverage as it applies to the fuel tank and fuel sender gauge
unit. The specific condition covered by this program is vehicle refueling performance. If the condition is
verified, the vehicle will be repaired with a new fuel tank and fuel sender gauge unit under the terms of
this Customer Support Program.
•

Coverage is applicable for 8 years from the date of first use or 100,000 miles, 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.

Covered Vehicles
There are approximately 143,600 vehicles covered by this Customer Support Program. Approximately 500
vehicles involved in this Customer Support Program were distributed to Puerto Rico.
Program Phase Schedule
Toyota is administering this program in multiple phases.
Phase 1 – Customer Notification
In the interest of customer satisfaction, Toyota first notified owners via first class mail between late May
2020 and mid-July 2020 about this program, informed owners that Toyota is working on the repair for
their vehicle, and that they will be re-notified when the repair becomes available.
Phase 2 – Repair Available, Customer Re-notification and approximately 10,200 vehicles added
In late October 2020 Toyota launched the repair portion of this program and included approximately
10,200 additional vehicles to this Customer Support Program. Toyota will begin re-notifying the owners
involved in phase 1 regarding the availability of the repair in early November 2020.
Owner Letter Mailing Date
Toyota will begin to notify owners in early November 2020. A sample of the owner notification letter has been
included for your reference.

© 2020 Toyota Motor Sales, USA

Customer Support Program 20TE04 - D - Page |3

Dealer Inventory Procedures
New and Used Vehicles in Dealership Inventory (In-Stock Vehicles)
Toyota expects dealers to use the attached Vehicle Disclosure Form to inform buyers about this Customer
Support Program. Dealers are expected to provide a copy of the completed form, along with the most current
Customer Notification Letter with included FAQ, to the vehicle buyer.
Keep the completed form on file at the dealership and send a copy to quality_compliance@toyota.com. In the
subject line of the email state, “Disclosure Form 20TE04” and include the VIN.
NOTE: Dealers can identify if any of their new and used inventory is potentially eligible for this Customer
Support Program in the Warranty Tab on Service Lane (https://one.tis.toyota.com/serviceLane).

Customer Handling, Parts Ordering, and Remedy Procedures
Customer Contacts
Customers who receive the owner letter may contact your dealership with questions regarding the letter
and/or the Customer Support Program. Please welcome them to your dealership and answer any questions
that they may have. A Q&A is provided to assure a consistent message is communicated.
Customers with additional questions or concerns are asked to please contact the Toyota Brand Engagement
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.
Salvage Title Vehicles
There is no New Vehicle Limited Warranty coverage or non-emission CSP coverage for vehicles that have been
branded as salvage, total loss, true mileage unknown, or similar title under any state’s law. Nonetheless, every
attempt should be made to complete an open emission related CSP when circumstances permit, unless noted
otherwise in the CSP dealer letter.
•

This CSP IS emission related; therefore, vehicles branded as salvage, total loss, true mileage unknown, or
similar title ARE ELIGIBLE for coverage under this CSP.

For complete details on this policy, refer to Toyota Warranty Policy 4.17, “What Is Not Covered by The Toyota
New Vehicle Limited Warranty”.
Customer Marketing
Direct marketing of this Customer Support Program is strictly prohibited pursuant to the Toyota Warranty
Policy 5.21, “Warranty Solicitation.” Non-compliance of this policy may result in a claim debit.
Media Contacts
It is imperative that all media contacts (local and national) receive a consistent message. In this regard, all
media contacts must be directed to Ed Hellwig (469) 292-1165 in Toyota Corporate Communications. Please
do not provide this number to customers. Please provide this contact only to media.
© 2020 Toyota Motor Sales, USA

Customer Support Program 20TE04 - D - Page |4

Parts Ordering Process
It is possible that parts for this campaign are either required to be ordered in Campaign Part Order Request
(CPOR) on Service Lane or have been placed on Manual Allocation Control (MAC) due to potential limited
part availability. Please check the CPOR/MAC report on Dealer Daily for the most up-to-date parts ordering
information.
As this is a Customer Support Program, the condition MUST be verified by inspecting the vehicle. Therefore,
dealers SHOULD NOT increase their stock of related repair parts. Dealers are requested to only order parts for
vehicles experiencing this condition only. DO NOT ORDER FOR STOCK. As always, if a customer experiences
the condition described, dealers should conduct appropriate diagnosis and order the applicable parts.
Part Number
04000-15142
04000-15247
04000-16142

Description
TANK SUB-ASSY, FUEL SSP KIT
GASKET, FUEL SUCTION TUBE SET SSP KIT
GAUGE ASSY, FUEL SENDER

Quantity
1
1
1

Technician Training Requirements
The repair quality of covered vehicles is extremely important to Toyota. All dealership technicians performing
this repair are required to successfully complete the most current version of the E-Learning course “Safety
Recall and Service Campaign Essentials”. To ensure that all vehicles have the repair performed correctly;
technicians performing this repair are required to currently hold at least one of the following certification
levels:
• Certified
• Senior
• Master
Always check which technicians can perform the repair by logging on to https://LCTPReports.com. It is the
dealership’s responsibility to select technicians with the above certification level or greater to perform this
repair. Carefully review your resources, the technician skill level, and ability before assigning technicians to
this repair. It is important to consider technician days off and vacation schedules to ensure there are properly
trained technicians available to perform this repair at all times.

NOTE: Claims for repairs that were performed by non-qualified technicians are subject to debit.
Remedy Procedures
Technical instructions for this Customer Support Program can be found in T-SB-0000-00.
Note: In order to perform the inspection outlined in T-SB-0000-00, the owner must fill their fuel tank until the
nozzle automatically clicks off prior to arriving at the dealership. This requirement is also outlined in the owner
letter. Please remind the vehicle owner about this requirement when an appointment for inspection is made.
As outlined in the Warranty Reimbursement section, if an inspection is performed and no problem is found,
your dealership will only be reimbursed for up to 1 gallon of fuel for the inspection.

© 2020 Toyota Motor Sales, USA

Customer Support Program 20TE04 - D - Page |5

Parts Recovery Procedures
All parts replaced as part of this Customer Support Program must be turned over to the parts department
until appropriate disposition is determined. The parts department must retain these parts until notification via
the Parts Recovery System (PRS) is received indicating whether to ship or scrap the parts. These parts are
utilized by various departments for defect analysis, quality control analysis, product evaluation, as well as
other purposes.
To help minimize dealer storage challenges, Toyota recommends that dealers:
• File the campaign claim accurately and promptly. The time a dealer is required to hold parts is based on
when the campaign claim is paid by Toyota.
• Monitor the Warranty Parts Recovery Notifications and Part Scrap Report regularly.
Refer to Warranty Policies 9.3 and 9.6 for additional details.

© 2020 Toyota Motor Sales, USA

Customer Support Program 20TE04 - D - Page |6

Warranty Reimbursement Procedures
Reimbursement Procedure

Type

1

Operation
1.
Take to gas station and fill until fuel pump auto stop
2.
'Fuel Input Level' check
3a. Draining Fuel check *If replacement of part(s) is the same day or not required
3b. Draining Fuel check *If replacement of part(s) is not same day as inspection
4.
Replace Fuel Tank sub assembly
5.
Replace Sender gauge assembly
Operation
Flat Rate Time
Op. No.
(hours/vehicle)
2
3a
3b
4
5

-

●

-

-

-

-

RAV041

0.2

●

●

-

-

-

-

RAV042

0.5

●

●

-

-

●

●

RAV043

2.4

●

●

●

-

-

-

RAV044

1.1

●

●

-

●

●

●

RAV045

2.4

-

●

●

-

-

-

RAV046

0.8

-

●

-

●

●

●

RAV047

2.1

●

●

●

-

●

●

RAV048

3.0

-

●

●

-

●

●

RAV049

2.7

Inspection

Repair

•

•

The cost for gasoline (filling until gas pump auto-stop, Max. 1 gallon) will be reimbursed under the
sublet cost column for the Op. No. RAV042, RAV043, RAV044, RAV045 and RAV048 with sublet
type “GA”.
The cost for gasoline (filling up fuel to full tank, Max. 14.5 gallon) will be reimbursed under the sublet
cost column for the Op. No. RAV043, RAV045, RAV047, RAV048, and RAV049 with sublet type
“GA”.

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.

Campaign Designation / Phase Decoder
© 2020 Toyota Motor Sales, USA

Customer Support Program 20TE04 - D - Page |7

19TA01
19

T

A

01

Year Campaign
is Launched

Vehicle Make

Field Action Category and Phase

Field Action Sequence

A = Safety Recall Remedy
B = Safety Recall Interim
C = Special Service Campaign
D = Limited Service Campaign
E = Customer Support Program
F = Emissions Recall

01 = 1st Field Action of the year
02 = 2nd Field Action of the year
03 = 3rd Field Action of the year

19 = 2019
20 = 2020
21 = 2021
22 = 2022
23 = 2023
Etc...

T = Toyota
L = Lexus

(May use other characters in unique
cases)

(The sequence is unique for each
Field Action category)
(May use other characters in
unique cases)

Examples:
19TA01 = Launched in 2019, Toyota, Safety Recall Remedy Phase, 1st Safety Recall Launched in 2019
20TC02 = Launched in 2020, Special Service Campaign, 2nd Special Service Campaign Launched in 2020
21TE05 = Launched in 2021, Customer Support Program, 5th Customer Support Program Launched in 2021

Please review this entire package with your Service and Parts staff to familiarize them with the proper step-bystep procedures required to implement this Customer Support Program.
Thank you for your cooperation.
TOYOTA MOTOR SALES, U.S.A., INC.

© 2020 Toyota Motor Sales, USA

CUSTOMER SUPPORT PROGRAM 20TE04
Certain 2019 - 2020 Model Year RAV4 HV
Coverage for Vehicle Refueling Performance
Frequently Asked Questions
Original Publication Date: October 29, 2020
Q1:
A1:

Q2:
A2:

What is the condition?
Toyota has received customer reports of certain 2019-2020 model year RAV4 HV vehicle fuel gauges
displaying less than full and/or total fuel dispensed is less than expected, when the fuel nozzle
automatically clicks off when refueling. Some customer reports have also noted the “Distance to
Empty” shown on the multi-information display is less than expected. Based on our investigation,
Toyota believes these conditions to be primarily related to a variation of fuel tank shape and the