NHTSA ID Number: 10227916
Manufacturer Communication Number: ZKG_Dealer_Lette
TSB/Document Date: 2022-12-19
Summary
DL: Toyota
has received reports of paint peeling on certain vehicles with the original factory-applied Blizzard Pearl or Super White paint colors. These reports indicate that vehicles with these specific paint colors, applied during the vehicle manufacturing process, may experience paint peeling on exterior metal body panels. Although the original factory paint 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. Toyota is providing coverage for repairs related to the condition described above.
Prius PHV
Prius V
Op Code
Description
Flat Rate Hours
Repaint the affected
panel(s)
1.0 hr / vehicle*
ZKG001
Z2G001
(Submit under campaign Z2G)
Z3G001
a
Warranty Reimbursement Procedures Continued…
A “warranty pre-approval code” must be issued by the website prior to authorizing any repairs. Include the
code in the CCR of the claim. This warranty pre-approval code is not a guarantee for payment of the claim. All
ZKG claims are subject to warranty department review for proper claim submission and compliance with
Toyota Warranty Policy and Procedures including Policies 8.22 and 4.12.
*On October 29, 2021, Toyota increased the flat rate time of Op Code ZKG001 to 1.0 hr / vehicle.
The flat rate time includes 1.0 hour for administrative cost per unit for the dealership which includes the
administrative time to upload photos and body shop preliminary estimate details to the website, and
coordinate the repair with a body shop.
•
Sublets:
• The total cost of the final invoice from the body shop should be included in the sublet section as
sublet type “PT”. A copy of the invoice is required to be attached.
• DO NOT include the actual cost of parts in the sublet section. The actual cost of parts should be
subtracted from the sublet bill if they are included in the body shop’s final invoice. Parts should
ONLY be claimed in the parts section of the warranty claim.
• In the very rare case that your dealership was required to use the damp cloth confirmation
procedure described in T-SB-0162-19 (Toyota) or S-SB-0004-19 (Scion), claim the cost under sublet
type “ZZ” using the following formula: 0.3 hours x Dealer Hourly Warranty Labor Rate x the number
of panels where the condition was confirmed using the damp cloth confirmation procedure. Photos
must be attached to the claim showing that the condition exists after the damp cloth confirmation.
© 2022 Toyota Motor Sales, USA
CUSTOMER SUPPORT PROGRAM ZKG
Multiple Models and Model Years
Vehicles Painted with Blizzard Pearl (070) or Super White (040) Paint Color
Coverage for Peeling of Factory-Applied Paint
Frequently Asked Questions
Original Publication Date: December 4, 2019
◄ IMPORTANT UPDATE ►
DATE
November 17, 2022
April 28, 2022
October 27, 2020
May 15, 2020
December 12, 2019
TOPIC
• Toyota has added approximately 275,590 Prius series vehicles covered by this
Customer Support Program.
• Toyota has added approximately 430,700 2008 – 2018 model year Highlander
and Highlander Hybrid vehicles to this Customer Support Program
• Toyota has added approximately 35,200 certain 2010 – 2018 model year
Sequoia vehicles to this Customer Support Program
• Toyota has added approximately 31,500 vehicles to the covered vehicles
population.
• Q/A #11 has been updated regarding vehicles that have been added to this
Customer Support Program
This document has been updated to clarify that only authorized Toyota dealerships
are authorized to confirm if the paint peeling condition is covered by this program.
However, after confirming that the paint peeling condition is covered by this
program, the authorized Toyota dealership may choose to coordinate to have the
repainting repair performed by a non-Toyota repair facility (e.g. third-party
collision repair facility, body shop, etc).
Note that as of May 15, 2020, Toyota Certified Collision Centers are now permitted
to confirm if the paint peeling condition is covered by this program. Review the
Dealer Letter for detailed information, polices, and training requirements.
The most recent update will be highlighted with a red box.
FAQ Page 1 of 7
© 2022 Toyota Motor Sales, USA
Q1:
A1:
Q2:
A2:
Q3:
A3:
What is the condition?
Toyota has received reports of paint peeling on certain vehicles with the original factory-applied
Blizzard Pearl or Super White paint colors. These reports indicate that vehicles with these specific paint
colors, applied during the vehicle manufacturing process, may experience paint peeling on exterior
metal body panels.
Q1a:
What specific paint colors are affected by this condition?
A1a:
The vehicles involved in this program were factory-painted with Blizzard Pearl (Toyota paint
code 070) or Super White (Toyota paint code 040) paint color.
What is Toyota going to do?
In early August 2019, Toyota announced the “Customer Notification Phase” of this program. Toyota is
now launching the repair portion of this program
How will owners be notified that the repair is available for their vehicle?
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
August 2019 and mid-September 2019 about this program, provided a process for reimbursing out of
pocket expenses associated with this condition incurred prior to September 26, 2019, informed owners
that Toyota is working on the repair for their vehicle, and that they will be re-notified when the repair
becomes available. Refer to the table below for a summary of these vehicles.
Model / Years
2008 – 2015 4Runner
2008 – 2017 Avalon
2013 – 2017 Avalon Hybrid
2008 – 2017 Camry
2008 – 2017 Camry Hybrid
2009 – 2019 Corolla
2011 – 2015 Scion iQ
2008 – 2017 RAV 4
2012 – 2014 RAV 4 EV
2008 – 2015 Scion xB
Production Period
Late December 2007 – Late May 2015
Early January 2008 – Late May 2017
Late May 2012 – Late May 2017
Early January 2008 – Late February 2017
Early January 2008 – Late February 2017
Late November 2007 – Late September 2018
Late September 2010 – Late September 2014
Early January 2008 – Early September 2017
Late July 2012 – Late August 2014
Mid January 2007 – Late December 2015
Approximate Total
Vehicles
73,900
86,600
13,800
555,700
47,400
580,700
3,200
332,400
1,100
44,200
Phase 2 – Repair Available and Customer Re-notification
In early December 2019 Toyota launched the repair portion of this program. Toyota started re-notifying
owners involved in phase 1 regarding the availability of the repair in late December 2019.
FAQ Page 2 of 7
© 2022 Toyota Motor Sales, USA
Phase 3 – Approximately 31,500 vehicles added to this Customer Support Program
In mid-May 2020, Toyota added approximately 31,500 vehicles to this Customer Support Program and
the repair is available for these vehicles. Refer to the table below for a summary of the added vehicles.
Model / Years
2008 Avalon
2008 - 2009 Camry
2008 Camry Hybrid
2008 Corolla
Production Period
Late February 2007 – Late December 2007
Early August 2007 – Late December 2007
Early August 2007 – Late December 2007
Early June 2007 – mid-December 2007
Approximate Total Vehicles
5,000
18,600
2,800
5,100
Phase 4 – Approximately 35,200 model year 2010 – 2018 Sequoia vehicles added to this Customer
Support Program
In late October 2020, Toyota added approximately 35,200 model year 2010 – 2018 Sequoia vehicles to
this Customer Support Program and the repair is available for these vehicles. Refer to the table below
for a summary of the added vehicles.
Model / Years
2010 – 2018 Sequoia
Production Period
Early May 2009 – Late August 2018
Approximate Total Vehicles
35,200
Phase 5 – Approximately 430,700 2008 – 2018 model year Highlander and Highlander Hybrid vehicles
added to this Customer Support Program
In late April 2022, Toyota added approximately 430,700 2008 – 2018 model year Highlander and
Highlander Hybrid vehicles to this Customer Support Program and the repair is available for these
vehicles. Refer to the table below for a summary of the added vehicles.
Model / Years
2010 – 2018 Highlander
2008 – 2018 Highlander
Hybrid
Production Period
Late May 2007 – Late August 2018
Approximate Total Vehicles
401,600
Late August 2007 – Late August 2018
29,100
Phase 6 – Approximately 276,590 model year 2007 – 2015 Prius, Prius C, Prius PHV, and Prius V vehicles
added to this Customer Support Program
In mid-November 2022, Toyota added approximately 276,590 model year 2007 – 2015 Prius, Prius C,
Prius PHV, and Prius V vehicles added to this Customer Support Program and the repair is available for
these vehicles. Refer to the table below for a summary of the added vehicles.
Model / Years
2007 – 2015 Prius
2012 – 2015 Prius C
2012 – 2015 Prius PHV
2012 – 2014 Prius V
Production Period
Early July 2007 – Early November 2015
Mid-December 2011 – Late April 2015
Late July 2011 – Late February 2015
Late September 2010 – Early November 2014
Approximate Total
Vehicles
22,9610
9,640
11,180
26,160
FAQ Page 3 of 7
© 2022 Toyota Motor Sales, USA
Q4:
A4:
Q5:
A5:
Which and how many vehicles are covered by this Customer Support Program?
There are now approximately 2,512,930 vehicles covered by this Customer Support Program.
Model Name
Model Year
Production Period
4Runner
Avalon
Avalon Hybrid
Camry
Camry Hybrid
Corolla
RAV 4
RAV 4 EV
Scion iQ
Scion xB
Sequoia
Highlander
Highlander Hybrid
Prius
Prius C
Prius PHV
Prius V
2008 – 2015
2008 – 2017
2013 – 2017
2008 – 2017
2008 – 2017
2009 – 2019
2008 – 2017
2012 - 2014
2011 – 2015
2008 – 2015
2010 – 2018
2008 – 2018
2008 – 2018
2007 – 2015
2012 – 2015
2012 – 2015
2012 – 2014
Late December 2007 – Late May 2015
Late February 2007 – Late May 2017
Late May 2012 – Late May 2017
Early August 2007 – Late February 2017
Early August 2007 – Late February 2017
Early June 2007 – Late September 2018
Early January 2008 – Early September 2017
Late July 2012 – Late August 2014
Late September 2010 – Late September 2014
Mid-January 2007 – Late December 2015
Early May 2009 – Late August 2018
Late May 2007 – Late August 2018
Late August 2007 – Late August 2018
Early July 2007 – Early November 2015
Mid-December 2011 – Late April 2015
Late July 2011 – Late February 2015
Late September 2010 – Early November 2014
Q4a:
Are there any other vehicles covered by this Customer Support Program in the U.S.?
A4a:
Yes, there are approximately 5,780 2008 – 2009 model year Lexus GX 470 vehicles covered by
this Customer Support Program.
What are the coverage details of this program?
This Customer Support Program provides coverage for involved vehicles with the original factory
Blizzard Pearl or Super White paint. The covered condition may occur when sunlight over time
degrades the adhesion between the factory-applied paint primer coat layer and the base metal
electrodeposition layer causing the paint to peel from the metal body panel. If the condition is verified,
the specific panel affected will be repainted.
•
Phase 1 – 4
vehicles
•
•
Phase 5
vehicles
Phase 6
vehicles
•
•
•
Duration of Coverage
The Primary Coverage will be offered until December 11, 2022, regardless of
mileage.
After the Primary Coverage, the Secondary Coverage is applicable for 10 years
from the date of first use, regardless of mileage.
The Primary Coverage will be offered until November 4, 2024, regardless of
mileage.
After the Primary Coverage, the Secondary Coverage is applicable for 10 years
from the date of first use, regardless of mileage.
The Primary Coverage will be offered until June 13, 2025, regardless of mileage.
After the Primary Coverage, the Secondary Coverage is applicable for 10 years
from the date of first use, regardless of mileage.
Note:
FAQ Page 4 of 7
© 2022 Toyota Motor Sales, USA
Damage to the vehicle exterior (such as collision damage, deep scratches, dents, etc.) may prevent a
repair facility from performing the paint repair covered by this Customer Support Program.
This Customer Support Program does not cover repair of such damage.
If any damage must be repaired prior to performing the paint repair covered by this Customer Support
Program, the dealer may offer to repair the damage at the customer’s expense.
Examples of damage that might prevent paint repair are:
• Collision damage
• Dents
• Deep scratches
• Deep rock chips
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.
*Only authorized Toyota dealerships (and Toyota Certified Collision Centers) are authorized to confirm
if the paint peeling condition is covered by this program. However, after confirming that the paint
peeling condition is covered by this program, the authorized Toyota dealership may choose to
coordinate to have the repainting repair performed by a non-Toyota repair facility (e.g., third-party
collision repair facility, body shop, etc.).
Q6:
What if my vehicle’s paint is peeling from this condition, but my vehicle has damage that requires repair
prior to repairing the peeling condition?
A6:
This Customer Support Program only provides the coverage described above. This program does not
cover the repair of damage (e.g., collision damage, dents, etc.) which may be required to complete
the Customer Support Program repair. Some dealers may be willing to repair damage needed to
complete this Customer Support Program. If your dealer is willing to do so, you will be responsible for
any costs associated with the damage repair. If you elect not to repair the damage, the dealer may
indicate that they are not able to complete the Customer Support Program repair.
Q7:
What should I do if the factory-applied Blizzard Pearl or Super White paint is currently peeling from
this condition?
A7:
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. Note that after confirming that the paint peeling condition is covered
by this program, the authorized Toyota dealership may choose to coordinate to have the repainting
repair performed by a non-Toyota repair facility (e.g., third-party collision repair facility, body shop,
etc.).
Q7a:
What if the diagnosis is performed and my vehicle is not covered by the Customer Support
Program?
FAQ Page 5 of 7
© 2022 Toyota Motor Sales, USA
A7a:
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.
Q8:
A8:
Q9:
A9:
Q10:
A10:
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.
Do I need to wait until I receive an owner notification letter before visiting a dealer to receive a repair?
No. you may visit any authorized Toyota dealer for diagnosis if your vehicle is exhibiting the condition
and, if applicable, repair.
What is involved in the repair?
If the condition is verified as being in accordance with the terms of the program, the specific metal
panel affected will be repainted. Your vehicle will not be completely repainted under this program.
Q10a:
May the affected panel be repainted with a new color different from the factory-applied color?
A10a:
No. The affected panel will be repainted to match the current color of the vehicle’s factoryapplied Blizzard Pearl or Super White paint.
For example, if your vehicle was factory painted with Super White paint, the affected panel
will be painted to match the current color of the vehicle’s factory-applied Super White paint.
The panel may not be repainted with any other color such as Blizzard Pearl, orange, blue,
grey, etc.
Q11:
Can I be reimbursed if I previously paid for repairs related to factory-applied paint peeling from my
vehicle due to this condition?
A11:
Phase 1 and 2 vehicle owners:
Owners involved in phases 1 and 2 who have already paid for repairs related to this condition may
qualify for reimbursement of some, or all, of their out of pocket costs. The expense must have been
incurred prior to September 26, 2019, and sufficient documentation submitted, to qualify for
reimbursement. Toyota will not reimburse for out of pocket costs incurred after September 26, 2019.
Customer reimbursement instructions will be included in the owner letter.
Phase 3 vehicle owners:
Owners of the approximately 31,500 vehicles involved in phase 3 who have already paid for repairs
related to this condition may qualify for reimbursement of some, or all, of their out of pocket costs.
The expense must have been incurred prior to August 8, 2020, and sufficient documentation
submitted, to qualify for reimbursement. Toyota will not reimburse for out of pocket costs incurred
after August 8, 2020. Customer reimbursement instructions will be included in the owner letter.
Phase 4 vehicle owners:
FAQ Page 6 of 7
© 2022 Toyota Motor Sales, USA
Owners of the approximately 35,200 vehicles involved in phase 4 who have already paid for repairs
related to this condition may qualify for reimbursement of some, or all, of their out of pocket costs.
The expense must have been incurred prior to December 28, 2020, and sufficient documentation
submitted, to qualify for reimbursement. Toyota will not reimburse for out of pocket costs incurred
after December 18, 2020. Customer reimbursement instructions will be included in the owner letter.
Phase 5 vehicle owners:
Owners of the approximately 430,700 vehicles involved in phase 5 who have already paid for repairs
related to this condition may qualify for reimbursement of some, or all, of their out of pocket costs.
The expense must have been incurred prior to November 12, 2022, and sufficient documentation
submitted, to qualify for reimbursement. Toyota will not reimburse for out of pocket costs incurred
after November 12, 2022. Customer reimbursement instructions will be included in the owner letter.
Phase 6 vehicle owners:
Owners of the approximately 276,590 vehicles involved in phase 6 who have already paid for repairs
related to this condition may qualify for reimbursement of some, or all, of their out of pocket costs.
The expense must have been incurred prior to June 21, 2023, and sufficient documentation
submitted, to qualify for reimbursement. Toyota will not reimburse for out of pocket costs incurred
after June 21, 2023. Customer reimbursement instructions will be included in the owner letter.
Q12:
A12:
Q13:
A13:
Q14:
A14:
Q15:
A15:
Q16:
A16:
Which factory-applied paints are covered by this Customer Support Program?
The factory-applied Blizzard Pearl (Toyota paint code 070) and Super White (Toyota paint code 040)
paint on the vehicle’s exterior metal body panels are covered by this program.
Is the paint on plastic body panels covered by this Customer Support Program?
Factory-applied paint on plastic body panels (for example: a plastic bumper cover) is not covered.
Only factory-applied Blizzard Pearl (Toyota paint code 070) and Super White (Toyota paint code 040)
paint on the vehicle’s exterior metal body panels are covered by this program. Plastic body panels are
not covered by this program because plastic body panels do not have a base metal electrodeposition
layer and are; therefore, not affected.
How long will the repair take?
Depending upon the location and extent of the peeling condition on your vehicle, the repair time for
your vehicle can vary (for example: between approximately 1 day and 2 weeks). Once the peeling
condition covered by this program has been verified on your vehicle, your authorized Toyota dealer
will advise you about the necessary repair 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
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, 8:00 am to 8:00 pm, Saturday 9:00 am to 7:00 pm Eastern
Time.
FAQ Page 7 of 7
© 2022 Toyota Motor Sales, USA
C u s t o m e r S u p p o r t P r o g r a m Z K G - D - P a g e | 10
Labor Rate for Body and Paint Work:
As provided in Policy 8.22, a dealership’s service department mechanical rate may not be used for the body
and paint work performed under ZKG. If the work is performed by the dealership’s own body shop, the labor
rate used for calculation of labor charges must be the posted body shop labor rate, not the service
department’s mechanical rate. If the work is performed as a sublet by an independent body shop, as provided
in Policy 4.12, the sublet repair shop’s invoice must include the reasonable and customary repair shop rate,
not the dealership’s service department rate.
Important Note: As provided in Policy 5.3, pre-authorization is required to submit a claim for paint repairs
exceeding $1,000, or as required in any Policy or Procedure. For ZKG work, this pre-authorization is obtained
at the ZKG website (“warranty pre-approval code”) by a dealer submitting a preliminary estimate and photos.
As provided in Policy 5.3, this authorization to submit a claim is not a guarantee for payment of the claim,
which is subject to Toyota’s review, including proper claim submission and compliance with Toyota Warranty
Policy and Procedures. In addition, a dealer claim for the work must follow the labor rate policies described
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Replacement Service Bulletin Number:
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