Toyota Motor Sales, USA, Inc.
6565 Headquarters Drive
Plano, TX 75024
(469) 292-4000
Original Publication Date: April 6, 2023
To:

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

CUSTOMER SUPPORT PROGRAM 22TE05
Certain 2019-2021 Model Year RAV4, RAV4 HV
Certain 2021 Model Year RAV4 Prime
Coverage for Roof Rail Water Leak
Model / Years
2019 – 2021 RAV4
2019-2021 RAV4HV
2021 RAV4 Prime

Production Period
Early March 2018 – Late August 2021
Late August 2018 – Late July 2021
Late November 2019 – Early October
2020

Approximate Total Vehicles
858,200
267,900
2,000

In our continuing efforts to ensure the best in customer satisfaction, Toyota is announcing a Customer Support Program to
provide coverage for roof rail water leaks on 2019 – 2021 model year RAV4, RAV4HV, and RAV4 Prime vehicles.
Background
Although the roof rails are 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 roof
rail water leaks.
The following information is provided to inform you and your staff of the program notification schedule and your degree of
involvement.
Customer Support Program Details
This Customer Support Program provides coverage as it applies to the roof rails on certain 2019-2021 RAV4 and RAV4HV and
RAV4 Prime vehicles. The specific condition covered by this program is roof rail water leaks from the roof rail mounting clips
due to deterioration of the seal of the roof rail clips. If a water leak has been verified, the vehicle will be inspected and
repaired with new roof rail clips. The vehicle will also be inspected for water damage and cleaned and/or repaired accordingly
under the terms of this Customer Support Program.
•

This coverage will be offered 10 years from the Date of First Use (DOFU), regardless of mileage

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 1,128,100 vehicles covered by this Customer Support Program. There are 13,200 vehicles in Puerto
Rico involved in this Customer Support Program.
Owner Letter Mailing Date
Toyota will begin to notify owners in Mid April, 2023 and will be mailed over several months. A sample of the owner notification
letter has been included for your reference.
© 2023 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 2 2 T E 0 5 - D - P a g e |2

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 (1-888-2709371) - Monday through Friday, 8:00 am to 8:00 pm, Saturday 9:00 am to 7:00 pm Eastern 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 NOT emission related; therefore, vehicles branded as salvage, total loss, true mileage unknown, or similar title
are NOT 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 5.22,
“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 Aaron Fowles (469) 292-1097 in Toyota Corporate Communications. Please do not provide this number to
customers. Please provide this contact only to media.
Parts Ordering Process - Non SET and GST 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. Dealers can identify which parts ordering
method to use by reviewing the parts information section of Dealer Daily and checking for a MAC code on the part numbers
below. For MAC code C, order through CPOR. For MAC code D, refer to the MAC report for further instructions.
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
04002-1410R
04002-1610R
04002-1810R

Normal/Moon Roof Type
Description
ROOF CLIP
RETAINER, ROOF RACK, FR
PAD, ROOF SIDE RAIL GARNISH

Quantity
1
1
1

Part Number
04002-1420R
04002-1810R

Panoramic Roof Type
Description
RETAINER, ROOF RACK, FR KIT
PAD, ROOF SIDE RAIL GARNISH

Quantity
1
1

© 2023 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 2 2 T E 0 5 - D - P a g e |3

Part Number
04002-1410R
04002-1610R
PT278-422FP-RH
PT278-422FP-LH
63437-0E070

Off Road Roof Type
Description
ROOF CLIP
RETAINER, ROOF RACK, FR
RAV PAD ROOF SIDE RAIL GARN RT
RAV PAD ROOF SIDE RAIL GARN LT
SEAL, ROOF CARRIER, NO.2

Quantity
1
1
1
1
8

All Customer Support Program (CSP) parts are eligible for the Monthly Parts Return Program. Please refer to PANT Bulletin 2011087 for campaign parts that are currently returnable under the Monthly Parts Return Program and for additional details.
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 Service Technician (any specialty)
Always check which technicians can perform the repair by logging on to https://www.uotdealerreports.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-0016-23.
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.

© 2023 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 2 2 T E 0 5 - D - P a g e |4

Warranty Reimbursement Procedures

Reimbursement Procedure
Opcode varies based on model grade in flow chart. Use grade to select correct opcode.
•
•

Verify Vehicle Eligibility
Confirm vehicle VIN matches the RO
Check for Campaign eligibility using TIS

Not Covered

No Water Leak Present

Water Leak Present

Perform organic growth inspection in each water leak
location.

Was ANY Organic growth found?

Perform organic growth remediation
and replace other water damaged
parts
22TE05M2 or 22TE05M4

..Yes..

No

Are the water stains gray in
color?

No

Headliner does NOT
qualify for cleaning

Yes

Are other parts damaged
due to water intrusion?
No

Yes

Are there 4 or more stains?

Yes

File Op Code 22TE05RF or
22TE05RR

Yes

File Op Code 22TE05RL or
22TE05RW

File Op Code 22TE05RA or
22TE05RN
No
No

Is Cleaning Required?

No

Are other parts damaged
due to water intrusion?

Yes

File Op Code 22TE05RH or
22TE05RT

File Op Code 22TE05RE or
22TE05RQ

Yes

No
Clean Headlining Assembly:
Was the cleaning procedure
successful?

No

Replace Headliner

No

File Op code 22TE05RD or
22TE05RP

Are other parts damaged
due to water intrusion?

Yes

File Op Code 22TE05RK or
22TE05RV

Yes

Are other parts damaged due to
water intrusion?

Yes

File Op Code 22TE05RJ or
22TE05RU

NOTE: All claims filed for this repair should be submitted under the CSP, including vehicles still under the New Vehicle Limited
Warranty.
© 2023 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 2 2 T E 0 5 - D - P a g e |5

Op Code
22TE05RA

All Trim levels except Off Road Trim Opcodes
Description
All Trim levels except Off Road
Replace Roof Rail clips (N/M/P)

Flat Rate Hours
1.1

NOTE: For repairs requiring part replacement beyond 22TE05RA and 22TE05RN, Toyota requires a clear copy of the
approved inspection report be attached to all campaign claims. Please see Warranty Policy 4.21 for photo
documentation requirements.
22TE05RD
Clean Headliner and Install Roof Rail Clips (N/M/P)
2.6
22TE05RE
Clean Headliner, Replace Headliner and Roof Rail clips (N/M/P)
4.4
22TE05RF
Replace Headliner and Roof Rail clips (N/M/P)
2.9
22TE05RH
Headliner OK, Replace other water Damaged Parts, and Replace Roof Rail Clips
1.1 + Actual Time*
(N/M/P)
22TE05RJ
Clean Headliner, Replace other Water Damaged Parts, Replace Roof Rail Clips
2.6 + Actual Time*
(N/M/P)
22TE05RK
Clean and Replace Headliner, Replace other Parts, Replace Roof Rail Clips
4.4 + Actual Time*
(N/M/P)
22TE05RL
Replace Headliner and Replace other Parts, and Replace Roof Rail Clips (N/M/P) 2.9 + Actual Time*
*Utilize the Electronic Flat Rate Manual as a guideline to aggregate labor times associated with the removal of interior
components damaged due to water intrusion, taking into consideration any overlapping labor. Time Punches and additional
documentation will be required. Refer to Warranty Policy 4.21 and 8.14 for additional information.
•

•

Off Road Trim Opcodes
Op Code
Description
Flat Rate Hours
22TE05RN
Replace Roof Rail clips (OR)
2.9
NOTE: For repairs requiring part replacement beyond 22TE05RA and 22TE05RN, Toyota requires a clear copy of the
approved inspection report be attached to all campaign claims. Please see Warranty Policy 4.21 for photo
documentation requirements.
22TE05RP
22TE05RQ
22TE05RR
22TE05RT

Clean Headliner and Install Roof Rail Clips (OR)
4.4
Clean and Replace Headliner and Roof Rail clips (OR)
4.4
Replace Headliner and Roof Rail clips (OR)
2.9
Headliner OK, replace other water Damaged Parts, and Replace Roof Rail Clips
2.9 + Actual Time*
(OR)
22TE05RU
Clean Headliner, replace other Water Damaged Parts, Replace Roof Rail Clips
4.4 + Actual Time*
(OR)
22TE05RV
Clean and Replace Headliner, replace other Parts, and Replace Roof Rail Clips
4.4 + Actual Time*
(OR)
22TE05RW
Replace Headliner and Replace other Parts, and Replace Roof Rail Clips (OR)
4.4 + Actual Time *
*Utilize the Electronic Flat Rate Manual as a guideline to aggregate labor times associated with the removal of interior
components damaged due to water intrusion, taking into consideration any overlapping labor. Time Punches and additional
documentation will be required. Refer to Warranty Policy 4.21 and 8.14 for additional information.
• Dealers may claim the cost of glass cleaner and microfiber towels needed for headliner cleaning under Op Code 22TE05RD,
22TE05RE, 22TE05RJ, 22TE05RK, 22TE05RP, 22TE05RQ, 22TE05RU and 22TE05RV at a maximum rate of $2.00 per vehicle
as sublet type “OF”.
• A loaner vehicle or alternative transportation through the Toyota Rent-A-Car (TRAC) can be claimed up to a maximum of 1
day at $42.00/day as a sublet type “RT” under Op Code 22TE05RE, 22TE05RK, 22TE05RP, 22TE05RQ, 22TE05RU, and
22TE05RV.
o For rentals that exceed the maximum number of allowable days and/or dollars per day, refer to the Toyota
Transportation Assistance Policy (TTAP) for DSPM authorization requirements.
o Rental invoice MUST be attached to all rental claims. These claims may be subject to debit if rental invoice is not
attached.
• This coverage will be offered 10 years from the Date of First Use (DOFU), regardless or mileage.
© 2023 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 2 2 T E 0 5 - D - P a g e |6

Organic Growth Remediation Required Repairs
Organic Growth remediation is conducted through a nationwide program with SERVPRO Commercial, LLC that has been
implemented by Toyota Motor North America (TMNA). While this program has been implemented by TMNA, it requires the
dealer to confirm services rendered by SERVPRO and requires direct payment from the dealer to SERVPRO Commercial, LLC
(SERVPRO Headquarters). Reimbursement for this expense is recovered under approved repairs through specific sublet
instructions below.
Note: At the end of this section is a flowchart outlining the responsibilities of all parties involved for vehicle remediation.
Op Code
22TE05M2

Op Code
22TE05M4

All Trims Except Off Road Op Codes
Description
Replace Headliner, Organic Growth Remediation, Replace Roof Clips, and other
water damaged parts (N/M/P)
Off Road Trim Op Codes
Description
Replace Headliner, Organic Growth Remediation, Replace Roof Rail Clips, and
other water damaged parts (OR)

Flat Rate Hours
4.5 + Actual Time*

Flat Rate Hours
4.5 + Actual Time*

*NOTE:
• For repairs requiring part replacement beyond 22TE05RA and 22TE05RN, Toyota requires a clear copy of the
approved inspection report be attached to all campaign claims. Please see Warranty Policy 4.21 for photo
documentation requirements.
• Utilize the Electronic Flat Rate Manual as a guideline to aggregate labor times associated with the removal of interior
components damaged due to water intrusion, taking into consideration any overlapping labor. Time Punches and
additional documentation will be required. Refer to Warranty Policy 4.21 and 8.14 for additional information.

© 2023 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 2 2 T E 0 5 - D - P a g e |7

SERVPRO Remediation Sublet Details
Dealers claim the cost of organic growth remediation by vendor SERVPRO under Op Code 22TE05M2 and 22TE05M4 as
sublet type “WL”.
Sample SERVPRO Commercial, LLC Invoice

•
•
•

•

•
•
•

IMPORTANT SERVPRO INVOICING INFORMATION
Invoice must be from SERVPRO Commercial, LLC
DO NOT PAY THE SERVPRO FRANCHISE! SERVPRO
FRANCHISES are NOT AUTHORIZED to invoice dealers!
Invoice will include 2 cost related items:
• Servpro Restoration Services (If travel fee is
included it will be included in this cost)
• Commercial Management Fee (This must be on
invoice)
7-10 business days after remediation is completed
invoice will be emailed to dealer and sent from

[email protected]

Invoices are NET 30 and should be paid
IMMEDIATELY – DO NOT WAIT FOR THE WARRANTY
CLAIM TO BE PAID BEFORE PAYING THE INVOICE!
If you have invoice questions or have not received an
invoice within the 7-10 days from completion, contact
SERVPRO Commercial at: [email protected]
If you have additional questions, please reference the