NHTSA ID Number: 10227919
Manufacturer Communication Number: Z2G_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. The following information is provided to inform you and your staff of the program notification schedule and your degree of involvement.
E
Q3:
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.
Q5:
A5:
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.
Q7:
A7:
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?
No. 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.
B
Q6:
A6:
Can I be reimbursed if I previously paid for repairs related to factory-applied paint peeling from my
vehicle due to this condition?
A8:
Customers 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.
Q9:
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.
A9:
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.
SA
M
PL
E
Q8:
TOYOTA
Toyota Motor Sales, USA, Inc.
6565 Headquarters Drive
Plano, TX 75024
(469) 292-4000
[VIN]
Dear Toyota Owner:
C
CUSTOMER SUPPORT PROGRAM NOTIFICATION
Paint Peeling (Vehicles Painted with Factory-Applied Blizzard Pearl or Super White Paint)
E
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
PL
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 any exterior metal body panels.
SA
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.
Note:
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.
Examples of damage that might prevent paint repair are:
•
Collision damage.
•
Dents.
•
Deep scratches.
•
Deep rock chips.
C
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.
E
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.
SA
M
PL
*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.).
Primary Coverage
Applicable until December 11, 2022
Secondary Coverage
(After Primary Coverage ends)
Applicable for 10 years from the vehicle’s date of
first use regardless of mileage.
What should you do?
C
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.
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.
M
PL
•
•
•
E
What if you have other questions?
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.
What if you have previously paid for repairs to your vehicle for this specific condition?
Please note, an authorized Toyota dealer inspection is required under this Customer Support Program. The
authorized Toyota dealer will confirm the condition and affected areas for coverage under the program.
SA
In the interest of customer satisfaction, if you have previously paid for repairs related to this condition prior to
August 8, 2020, please mail a copy of your repair details (for example: a repair order), proof-of-payment, and
ownership information to the following address for reimbursement consideration:
Note that the expense must have been incurred prior to August 8, 2020. Toyota does not reimburse for
expenses incurred after August 8, 20120.
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,
SA
M
PL
E
C
TOYOTA MOTOR SALES, U.S.A., INC.
▼ Remove at perforation and place in the back of your owner’s manual ▼
Customer Support Program Details
E
Note:
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.
M
PL
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.
•
•
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.
SA
Please note that this coverage is for work performed at an authorized
Toyota dealer only.
*Please see your Toyota dealer for additional details
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 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.).
VIN#
Date of First Use
A voluntary Customer Support Program has been initiated for your vehicle
C
This Customer Support Program provides coverage for affected 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*.
TOYOTA
CUSTOMER SUPPORT PROGRAM
FREQUENTLY ASKED QUESTIONS
Q1:
A1:
Is this a recall?
Q2:
A2:
What if an owner HAS NOT experienced this condition but would like to have the repair completed?
C
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.
This Customer Support Program only applies to vehicles that have exhibited the condition described
above. If you have not experienced the condition, please tear off the sheet included in the owner letter
and insert it into your Owner’s Warranty Information Booklet for future reference.
What should I do if the factory-applied Blizzard Pearl or Super White paint is currently peeling from
this condition?
A3:
If you believe that you have experienced the condition described in this Customer Support Program,
contact your local Toyota dealer 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.
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).
M
PL
Q3a:
What if the diagnosis is performed and my vehicle is not covered by the Customer Support
Program?
A3a:
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.
What is involved in the repair?
If the condition is verified as being in accordance with the terms of the program, the specific panel
affected will be repainted. Your vehicle will not be completely repainted under this program.
SA
Q4:
A4:
E
Q3:
Q4a:
May the affected panel be repainted with a new color different from the factory-applied color?
A4a:
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.
Q7:
A7:
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.
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.
C
Q6:
A6:
How long will the repair take?
Is the paint on plastic body panels covered by this Customer Support Program?
No. 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.
E
Q5:
A5:
Can I be reimbursed if I previously paid for repairs related to factory-applied paint peeling from my
vehicle due to this condition?
A8:
Customers 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.
Q9:
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.
A9:
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.
SA
M
PL
Q8:
TOYOTA
Toyota Motor Sales, USA, Inc.
6565 Headquarters Drive
Plano, TX 75024
(469) 292-4000
[VIN]
Dear Toyota Owner:
D
CUSTOMER SUPPORT PROGRAM NOTIFICATION
Paint Peeling (Vehicles Painted with Factory-Applied Blizzard Pearl or Super White Paint)
E
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
PL
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 any exterior metal body panels.
SA
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.
Note:
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.
Examples of damage that might prevent paint repair are:
•
Collision damage.
•
Dents.
•
Deep scratches.
•
Deep rock chips.
D
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.
E
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.
SA
M
PL
*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.).
Primary Coverage
Applicable until December 11, 2022
Secondary Coverage
(After Primary Coverage ends)
Applicable for 10 years from the vehicle’s date of
first use regardless of mileage.
What should you do?
D
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.
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.
M
PL
•
•
•
E
What if you have other questions?
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.
What if you have previously paid for repairs to your vehicle for this specific condition?
Please note, an authorized Toyota dealer inspection is required under this Customer Support Program. The
authorized Toyota dealer will confirm the condition and affected areas for coverage under the program.
SA
In the interest of customer satisfaction, if you have previously paid for repairs related to this condition prior to
December 18, 2020, please mail a copy of your repair details (for example: a repair order), proof-of-payment,
and ownership information to the following address for reimbursement consideration:
Note that the expense must have been incurred prior to December 18, 2020. Toyota does not reimburse for
expenses incurred after August 8, 2020.
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
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