NHTSA ID Number: 10236189
Manufacturer Communication Number: T-SB-0016-23
TSB/Document Date: 2023-05-15
Summary
TSB: Some 2019 ? 2021 model year RAV4 and RAV4 Hybrid
and 2021 model year RAV4 Prime vehicles may exhibit water entry from one or more roof rail garnish clips. Follow the procedures in this bulletin to address this condition.
YES — Go to the CSP Inspection Website Submission Procedure section.
NO — Continue to the Headlining Assembly Inspection Procedure section.
Headlining Assembly Inspection Procedure
Inspect the vehicle headlining assembly as instructed to determine if it qualifies for cleaning.
1. Inspect the vehicle headlining assembly for water stains.
Are there water stains present on the vehicle headlining assembly?
Figure 15. Water Stain Example
Figure 16. Water Stain Example
YES — Continue to step 2.
NO — Go to the Roof Rail Garnish Clips and Pad Replacement Procedures section.
2. Take a photograph of EACH stain location with the Repair Order (RO) and VIN in the frame.
© 2022 Toyota Motor Sales, USA
T-SB-0016-23
April 5, 2023
Page 18 of 24
Water Entry From One or More Roof Rail Garnish Clips
Headlining Assembly Inspection Procedure (continued)
3. Reference Figure 17 and determine the water stain color on the headlining assembly.
Figure 17. Water Stain Color Examples
1
2
1
z
2
z
1
Example of a Gray Color Stain
2
Example of a Different Color Stain
z
z
Are the water stain(s) a gray color?
YES — Continue to step 4.
NO — The headlining assembly will require replacement. Go to the CSP Inspection Website
Submission Procedures section.
4. Confirm the number of stains present.
Are there four or more stains on the vehicle
headlining assembly?
YES — The headlining assembly will
require replacement. Go to
the CSP Inspection Website
Submission Procedures section.
NO — Continue to the Headlining
Assembly Cleaning
Procedure section.
Figure 18. Example of Four Stains, One on
Each Corner
© 2022 Toyota Motor Sales, USA
T-SB-0016-23
April 5, 2023
Page 19 of 24
Water Entry From One or More Roof Rail Garnish Clips
Headlining Assembly Cleaning Procedure
In this Service Bulletin the headlining assembly is shown removed from the vehicle to
demonstrate the headlining assembly cleaning. ALL RAV4 model vehicles can have the
headlining assembly cleaned while it is installed on the vehicle. However, to repair the roof rail
garnish clips on the Off-road Grade RAV4 mode vehicles, the headlining assembly MUST be
removed from the vehicle. In Off-road Grade RAV4 model vehicles it is acceptable to remove the
headlining assembly for cleaning.
1. Refer to the video link below and clean the headlining assembly.
Headlining Assembly Cleaning Video
2. Take photographs of the stain(s).
NOTE
Ensure you take photographs.
Photographs are required BEFORE and AFTER cleaning if cleaning is NOT successful.
3. Ensure the following materials are available to clean the headlining assembly:
Microfiber towels.
Zep® Foaming Glass Cleaner.
Portable lighting (to view the work area).
Compressed air with nozzle.
NOTICE
Do NOT use a cloth shop towel. The color of the towel will transfer to the headlining
assembly, leaving an unremovable stain.
Do NOT use paper shop towels, as they will leave a lint residue on the surface.
Do NOT use any cleaner other than the Zep® Foaming Glass Cleaner specified.
4. Spray a generous amount of Zep® Foaming
Glass Cleaner directly onto the stained
area(s) of the headlining assembly.
Figure 19.
NOTE
If working on a larger stain area, work an
area of about 12” X 12” at a time.
5. Allow the foam to sit for 30 seconds.
© 2022 Toyota Motor Sales, USA
T-SB-0016-23
April 5, 2023
Page 20 of 24
Water Entry From One or More Roof Rail Garnish Clips
Headlining Assembly Cleaning Procedure (continued)
6. Scrub the foam into the headlining
assembly with a microfiber towel.
Figure 20.
NOTE
This process should take AT LEAST 30
seconds per 12” X 12” area.
7. Using a compressed air nozzle, blow air
across the affected area until it is dry.
Figure 21.
NOTICE
Blow air across the affected area at a
30-degree angle to avoid damage.
Ensure the compressed air line is fitted
with a water trap to avoid moisture
spray that could stain the
headlining assembly.
8. Inspect the headlining assembly condition AFTER cleaning. The headlining assembly should
have NO visible stains remaining.
Have ALL the stains been removed?
YES — Go to the Roof Rail Garnish Clips and Pad Replacement Procedures section.
NO — Repeat steps 1 – 7 up to three times at EACH stain location.
If it is NOT possible to remove ALL stains after NO MORE than three rounds
of cleaning, the headlining assembly will require replacement. Take photos of the
stains on the headlining assembly after cleaning with the RO and VIN in the frame
and continue to the CSP Inspection Website Submission Procedure section.
© 2022 Toyota Motor Sales, USA
T-SB-0016-23
April 5, 2023
Page 21 of 24
Water Entry From One or More Roof Rail Garnish Clips
CSP Inspection Website Submission Procedure
CSP inspection website submission is required for ALL vehicles with organic growth that require
headlining assembly replacement (due to failed inspection or cleaning), or with water damaged
parts found that require replacement beyond the parts listed in this Service Bulletin.
1. Take photographs of ALL water damaged parts, headlining assembly stains, and parts found
with organic growth.
NOTE
The photographs are required to have the RO and VIN present in the frame.
2. Go to the CSP Inspection Website shown below and document the condition of the vehicle
following the instructions and uploading the photos.
USA, SERVCO dealer: https://22te05.imagespm.info/
Puerto Rico USTT/Canadian Dealer: https://22te05.imagespm.info/
3. Use your dealer code as the login ID, and “XXXXX” as the default password.
4. AFTER completion of the website submission the FTS will review the documentation. AFTER
it has been reviewed by the FTS, the system will provide approval via email to move forward
with the repair or may ask for additional information to be submitted.
5. Once approval is received, proceed with the vehicle repair. If the vehicle has organic growth,
upon approval from the FTS, the website will route the approval to ServproTM so that
scheduling of the odor remediation can occur. Refer to T-SB-0094-21 Odor Remediation
After Water Intrusion.
NOTE
After remediation results are finalized, ServproTM will directly invoice the dealer. Dealers will be
reimbursed for the expense via sublet.
It is the dealer’s responsibility to pay the invoice in a timely manner.
© 2022 Toyota Motor Sales, USA
T-SB-0016-23
April 5, 2023
Page 22 of 24
Water Entry From One or More Roof Rail Garnish Clips
Roof Rail Garnish Clips and Pad Replacement Procedures
1. Remove the left-hand side and right-hand side roof rail garnish clips and pad.
Refer to TIS, applicable model and model year Repair Manual:
2019 – 2021 RAV4:
Vehicle Exterior – Exterior Panels/Trim – “Exterior Panels / Trim: Roof Rack: Removal”
2019 – 2021 RAV4 HV:
Vehicle Exterior – Exterior Panels/Trim – “Exterior Panels / Trim: Roof Rack: Removal”
2021 RAV4 Prime:
Vehicle Exterior – Exterior Panels/Trim – “Exterior Panels / Trim: Roof
Garnish: Removal”
2. Ensure the countermeasure clips and pad are NOT damaged.
3. Carefully install the NEW left-hand side and right-hand side roof rail garnish clips and pad
and reinstall the roof rail garnish to avoid damage.
Refer to TIS, applicable model and model year Repair Manual:
2019 – 2021 RAV4:
Vehicle Exterior – Exterior Panels/Trim – “Exterior Panels / Trim: Roof Rack: Installation”
2019 – 2021 RAV4 HV:
Vehicle Exterior – Exterior Panels/Trim – “Exterior Panels / Trim: Roof Rack: Installation”
2021 RAV4 Prime:
Vehicle Exterior – Exterior Panels/Trim – “Exterior Panels / Trim: Roof
Garnish: Installation”
4. Was there organic growth found on the vehicle?
YES — Go to the Headlining Assembly Replacement Procedure section.
NO — Continue to step 5.
5. Was the headlining assembly water stain a gray color?
YES — Continue to step 6.
NO — Go to the Headlining Assembly Replacement Procedure section.
6. Were there four or more stains present on the headlining assembly?
YES — Go to the Headlining Assembly Replacement Procedure section.
NO — Continue to step 7.
7. Were ALL stains removed from the headlining assembly?
YES — The repair is complete, confirm the condition no longer exists.
NO — Continue to the Headlining Assembly Replacement Procedure section.
© 2022 Toyota Motor Sales, USA
T-SB-0016-23
April 5, 2023
Water Entry From One or More Roof Rail Garnish Clips
Headlining Assembly Replacement Procedure
1. Remove the vehicle headlining assembly.
Refer to TIS, applicable model and model year Repair Manual:
2019 – 2020 RAV4:
Vehicle Interior – Interior Panels/Trim – “Interior Panels / Trim: Roof
Headlining: Removal”
2021 RAV4:
Vehicle Interior – Interior Panels/Trim – “Interior Panels / Trim: Roof
Headlining: Removal”
2019 – 2020 RAV4 HV:
Vehicle Interior – Interior Panels/Trim – “Interior Panels / Trim: Roof
Headlining: Removal”
2021 RAV4 HV:
Vehicle Interior – Interior Panels/Trim – “Interior Panels / Trim: Roof
Headlining: Removal”
2021 RAV4 Prime:
Vehicle Interior – Interior Panels/Trim – “Interior Panels / Trim: Roof
Headlining: Removal”
2. Install the NEW vehicle headlining assembly.
Refer to TIS, applicable model and model year Repair Manual:
2019 – 2020 RAV4:
Vehicle Interior – Interior Panels/Trim – “Interior Panels / Trim: Roof
Headlining: Installation”
2021 RAV4:
Vehicle Interior – Interior Panels/Trim – “Interior Panels / Trim: Roof
Headlining: Installation”
2019 – 2020 RAV4 HV:
Vehicle Interior – Interior Panels/Trim – “Interior Panels / Trim: Roof
Headlining: Installation”
© 2022 Toyota Motor Sales, USA
Page 23 of 24
T-SB-0016-23
April 5, 2023
Page 24 of 24
Water Entry From One or More Roof Rail Garnish Clips
Headlining Assembly Replacement Procedure (continued)
2021 RAV4 HV:
Vehicle Interior – Interior Panels/Trim – “Interior Panels / Trim: Roof
Headlining: Installation”
2021 RAV4 Prime:
Vehicle Interior – Interior Panels/Trim – “Interior Panels / Trim: Roof
Headlining: Installation”
3. The repair is complete, confirm the condition is no longer present.
NOTE
If applicable, replace the approved water damaged components per the applicable model and model
year Repair Manual.
© 2022 Toyota Motor Sales, USA
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TSB/Document ID: T-SB-0016-23
Replacement Service Bulletin Number:
MFR Communication Date: 2023-04-05
MFR Internal Campaign ID/Software Version:
Communication Type: Service Bulletin/Repair Instructions
NHTSA Components: UNKNOWN OR OTHER
MFR Component System:
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