Model Name

Production Period

2016 – 2017

Land Cruiser

Late August 2015– Late June 2017

Q3a:

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

A3a:

Yes, the following Lexus vehicles are also covered by Customer Support Program 20LE01:
certain 2016-2017 model year GS F, certain 2016-2017 model year GS200T, certain 2016-2017
model year IS200T, certain 2016-2017 model year RC200T, certain 2013-2017 model year
GS350, certain 2013-2017 model year GS450H, certain 2014-2015 model year IS250, certain
2016-2017 model year IS300, certain 2016-2017 model year RC300, certain 2014-2017 model
year IS350, certain 2015-2017 model year RC F, certain 2015-2017 model year RC350, and
certain 2016-2017 model year LX570.

What are the details of this program?
This Customer Support Program provides coverage as it applies to the A/C servo motor(s). The specific
condition covered by this program is an internal electrical malfunction in the A/C servo motor(s) which
could lead to inconsistent air temperature coming from the air conditioner (A/C) vents, air not coming
out at the selected temperature, and/or air not coming out of the selected A/C vent of the vehicle. If
the condition is verified, the dealer will reprogram the A/C control module, test the A/C servo motor(s)
and, if necessary, replace any failed servo motor(s) with a new one(s) FREE OF CHARGE under the terms
of this Customer Support Program.
•

The Primary Coverage will be offered until January 12, 2022, regardless of year or mileage.

•

After the Primary Coverage, the Secondary Coverage is applicable for 7 years or 125,000 miles from
the 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.

Q5:
A5:

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.

Q5a:

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

A5a:

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.

Q6:
A6:

Q7:
A7:

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 1 to 10 hours depending on the model of vehicle and the number of
servo motors replaced. However, depending upon the dealer’s work schedule, it may be necessary to
make the vehicle available for a longer period of time. If the repair is estimated to exceed 4 hours, a
loaner vehicle may be provided for the period that your vehicle is undergoing repair.

Q8:
A8:

What if I previously paid for repairs related to this Customer Support Program?

Q9:
A9:

How does Toyota obtain my mailing information?

Q10:
A10:

Reimbursement consideration instructions will be provided in the owner letter.

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 Brand Engagement 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

CUSTOMER SUPPORT PROGRAM 20TE01 NOTIFICATION

E

[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.

M

This Customer Support Program provides coverage as it applies to the air conditioner (A/C) servo motor(s).
The specific condition covered by this program is an internal electrical malfunction in the A/C servo motor(s)
which could lead to inconsistent air temperature coming from the A/C vents, air not coming out at the selected
temperature, and/or air not coming out of the selected A/C vent of the vehicles. If the condition is verified,
the dealer will reprogram the A/C control module, test the A/C servo motor(s) and, if necessary, replace any
failed servo motor(s) with a new one(s) FREE OF CHARGE under the terms of this Customer Support Program.

Primary Coverage

The Primary Coverage offers coverage until
January 07, 2022, regardless of mileage.

Secondary Coverage
(After Primary Coverage ends)

Applicable for 7 years or 125,000 miles from the
date of first use, whichever occurs first.

SA

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 1 to 10 hours, depending on your

vehicle model and the number of A/C servo motors replaced. 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 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/recall/update-info-toyota. You will need your full 17-digit Vehicle Identification Number
(VIN) to input the new information.

E

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:

PL

Toyota Brand Engagement 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.

M

Thank you for driving a Toyota.
Sincerely,

SA

TOYOTA MOTOR SALES, U.S.A., INC.

Customer Support Program Details

•

E

This Customer Support Program provides coverage as it applies to the
air conditioner (A/C) servo motors. The specific condition covered by this
program is inconsistent air temperature coming from the A/C vents, air
not coming out at the selected temperature and/or air not coming out
of the selected A/C vent caused by an electrical malfunction. If the
condition is verified and found to be related to the A/C servo motor(s),
any authorized dealer will reprogram the servo motor(s) and, if
necessary, replace any failed servo motor(s) with a new one(s) under the
terms of this Customer Support Program*.
The Primary Coverage will be offered until January 07, 2022,
regardless of mileage.

After the Primary Coverage, the Secondary Coverage is applicable

PL

•

for 7 years from the date of first use OR 125,000 miles, whichever
occurs first.

A voluntary Customer Support Program has been initiated for your vehicle

▼ Remove at perforation and place in the back of your owner’s manual ▼

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
Q1:
A1:

Is this a recall?
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.

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

Q3:
A3:

Is the Customer Support Program coverage transferable if I sell my vehicle?

Q4:
A4:

What should I do if my vehicle has the condition described?

Q5:
A5:

Which part(s) are covered by this Customer Support Program?

Q6:
A6:

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

E

Q2:
A2:

PL

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.

Yes, this Customer Support Program coverage is fully transferrable to subsequent vehicle owners for
the condition and terms specified in the notification letter.

If you experience this condition, please contact any authorized Toyota dealer and make arrangements
for diagnosis and, if applicable, repair.

M

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

SA

Program.