Servpro Quick Reference guide on TIS – Featured
Content

Other Sublet Details
• Dealers may claim the cost of seam sealer and spray adhesive needed for installing insulation sheeting under Op Code
22TE05M2 and 22TE05M4 at a maximum rate of $70.00 per vehicle as sublet type “SL”.
• Dealers may claim the cost of personal protective equipment needed for organic growth remediation preparation under Op
Code 22TE05M2 and 22TE05M4 at a maximum rate of $20.00 per vehicle as sublet type “ZZ”.
• A loaner vehicle or alternative transportation through the Toyota Rent-A-Car (TRAC) can be claimed up to a maximum of 17
days at $42.00 as a sublet type “RT” under Op Code 22TE05M2 and 22TE05M4.
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 |8

SERVPRO Remediation Process Flow
Dealer

SERVPRO Franchise

SERVPRO Commercial, LLC

Review and approves or denies
remediation

Vehicle comes to dealer for service

Approved

Dealer diagnosis vehicle and
identifies organic growth

Contacts SERVPRO
Commercia, LLC to initiate
remediation process

Dealer submits request with
documentation of organic growth
and key dealer contacts for
remediation process
(i.e. TAS, Campaign website, etc.)
Dealer removes interior in prep for
remediation per TSB
(Complete before Servpro arrival)

Dealer reassembles vehicle and
returns vehicle to customer
$$$
Dealer pays SERVPRO Commercial,
LLC invoice immediately
(Due in 30 days from receipt)
$$$

Toyota

SERVPRO Commercial, LLC assigns
franchise
Franchise contacts dealer to
set remediation time
Franchise remediates vehicle
and takes test sample to
confirm remediation is
complete and effective

SERVPRO Commercial, LLC
analyzes test sample and provides
clearance test results
(2-3 days)

SERVPRO Commercial, LLC sends
invoice via email to dealer
provided contacts
(7 – 10 days)

Dealer files claim for warranty/
campaign and reimbursement for
SERVPRO service

Toyota pays warranty claim
with sublet to reimburse
SERVPRO Expense.

Claim Filing Accuracy and Correction Requests
It is the dealer’s responsibility to file claims correctly for this Customer Support Program. This claim filing information is used by
Toyota for various government reporting activities; therefore, claim filing accuracy is crucial. If it has been identified that a claim
has been filed using an incorrect Op Code or a claim has been filed for an incorrect VIN, refer to Warranty Procedure Bulletin
PRO17-03 to correct the claim.
Customer Reimbursement
Reimbursement consideration instructions will be included in the owner letter.

© 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 |9

Campaign Designation / Phase Decoder

22TE05
22

T

E

05

Year Campaign
is Launched

Vehicle Make

Field Action Category and Phase

Field Action Sequence

19 = 2019
20 = 2020
21 = 2021
22 = 2022
23 = 2023
Etc...

T = Toyota
L = Lexus

A = Safety Recall Remedy
B = Safety Recall Interim
C = Special Service Campaign
D = Limited Service Campaign
E = Customer Support Program
F = Emissions Recall
(May use other characters in unique cases)

01 = 1 st Field Action of the year
02 = 2 nd Field Action of the year
03 = 3 rd Field Action of the year
(The sequence is unique for each Field
Action category)
(May use other characters in unique
cases)

Examples:
19TA01 = Launched in 2019, Toyota, Safety Recall Remedy Phase, 1st Safety Recall Launched in 2019
20TC02 = Launched in 2020, Special Service Campaign, 2nd Special Service Campaign Launched in 2020
21TE05 = Launched in 2021, Customer Support Program, 5th Customer Support Program Launched in 2021
Please review this entire package with your Service and Parts staff to familiarize them with the proper step-by-step
procedures required to implement this Customer Support Program.
Thank you for your cooperation.
TOYOTA MOTOR SALES, U.S.A., IN

© 2023 Toyota Motor Sales, USA

CUSTOMER SUPPORT PROGRAM 22TE05
Certain 2019-2021 Model Year RAV4 and RAV4HV
Certain 2021 Model Year RAV4 Prime
Coverage for Roof Rail Water Leak
Frequently Asked Questions
Original Publication Date: April 6, 2023
Q1:
What is the condition?
A1:
The subject vehicles are equipped with roof rails which are retained by clips in the roof’s sheet metal. Some RAV4 series
vehicles may have an increased potential for a water leak due to deterioration of the sealing portion of the clips.
Q1a:
A1a:
Q2:
A2:

Are there any symptoms of this condition?
If the condition exists, the vehicle’s headliner could be damp or have a water stain present in the area.

What is Toyota going to do?
Toyota will send an owner notification (in phases consistent with parts availability and repair capacity) starting in Mid
April, 2023, by first class mail advising owners of this Customer Support Program.
If the owner experiences the condition described above, they should contact their local authorized Toyota dealership
for diagnosis as soon as possible to minimize damage to vehicle parts from any water leak. If the condition is verified,
the dealer will replace the roof rail clips with new ones FREE OF CHARGE and inspect the vehicle for water damage. If
water damage is found as the result of the roof rail leak, Toyota will clean, replace and/or repair damaged parts, FREE
OF CHARGE.

Q3:
A3:

Q4:
A4:

Which and how many vehicles are covered by this Customer Support Program?
There are approximately 1,128,100 vehicles covered by this Customer Support Program.
Model Name

Model Year

Production Period

UIO

RAV4
RAV4 HV
RAV4 Prime

2019-2021
2019 - 2021
2021

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

858,200
267,900
2,000

What are the details of this program?
This Customer Support Program provides coverage as it applies to the roof rails and their retaining clips on certain 20192021 RAV4, RAV4HV, and RAV4 Prime vehicles. The specific condition covered by this program is roof rail water leaks
from the roof rail mounting clips. If the condition is verified, the vehicle will be repaired with new roof clips under the
terms of this Customer Support Program.
• This coverage will be offered for 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.

© 2023 Toyota Motor Sales, USA

FAQ Page 1 of 2

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, to minimize
damage to vehicle parts from any water leak and resulting inconvenience, a local Toyota dealer should be contacted as
soon as possible 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.
Q6a:
A6a:

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

Q6:
A6:

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.

Q7:
A7:

What should an owner do to prepare for the inspection?
Please ensure that all vehicle roof accessories are removed for example remove bicycle racks, storage containers, or
any other accessory that may utilize the roof rails.

Q8:
A8:

How long will the repair take?
The repair time ranges from 1 - 4 hours depending on the vehicle model. However, the repair time may increase
significantly over several days depending on the extent of any water intrusion resulting from this condition that is
identified. Your dealer’s work schedule may also require the vehicle to be available for a longer period of time.

Q9:
A9:

What if I previously paid for repairs related to this Customer Support Program?
Reimbursement consideration instructions will be provided in the owner letter.

Q10:
A10:

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.

Q11:
A11:

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, 8:00 am to 8:00 pm, Saturday 9:00 am to 7:00 pm Eastern Time.

© 2023 Toyota Motor Sales, USA

FAQ Page 2 of 2

TOYOTA
Toyota Motor Sales, USA, Inc.
6565 Headquarters Drive
Plano, TX 75024

Certain 2019-2021 Model Year RAV4, RAV4HV, and RAV4 Prime
Coverage for Roof Rail Water Leak
CUSTOMER SUPPORT PROGRAM (22TE05) NOTIFICATION
[VIN]
Dear Toyota Owner:

PL
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.
This Customer Support Program provides coverage as it applies to the roof rails and their retaining clips on certain 2019-2021
RAV4, RAV4HV, and RAV4 Prime vehicles. The specific condition covered by this program is roof rail water leaks from the roof
rail mounting clips. If the condition is verified, the vehicle will be repaired with new roof clips under the terms of this Customer
Support Program.

Coverage

•

M

This Customer Support Program provides coverage as it applies to 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.
If a water leak has been verified, the vehicle will be inspected and repaired with new roof rail clips, and Toyota will clean,
replace and/or repair water damaged parts under the terms of this Customer Support Program.
This coverage will be offered 10 years from the Date of First Use (DOFU), regardless or mileage.

SA

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.

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, to minimize damage to vehicle parts from any water leak, we recommend you contact
any authorized Toyota dealer and make arrangements for diagnosis and, if applicable, repair as soon as possible. The repair
could take 1 - 4 hours depending on the vehicle model. However, the repair time and resulting inconvenience to you may increase
significantly over several days depending on the extent of any water intrusion resulting from this condition that is identified. Your
dealer’s work schedule may also require the vehicle to be available for a longer period of time.
Note: Non-Toyota-Approved aftermarket accessories of certain types such as, cargo baskets, luggage carriers ladder racks, and roof
top tents can make it difficult or impossible for a dealer to install the remedy parts. Toyota does not recommend modifying vehicles
with non-Toyota-approved parts and cannot evaluate how any such aftermarket parts could affect a vehicle’s operation. That is why
it may be necessary for you to remove the accessories prior to the remedy being performed. Dealers may charge additional costs to
do this. In addition, if the use of non-Toyota-approved accessories cause or contribute to the condition covered by this Program,
coverage will not apply, and you will be responsible for any repairs that are needed.

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 Brand Engagement Center (1-888270-9371) - Monday through Friday, 8:00 am to 8:00 pm, Saturday 9:00 am to 7:00 pm Eastern Time.

If you would like to update your vehicle ownership or contact information, please visit https://www.toyota.com/owners
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 details (for example: a repair
order), proof-of-payment, and ownership information to the following address for reimbursement consideration:

PL
E

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.

Sincerely,

M

Thank you for driving a Toyota

SA

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

▼ Remove at perforation and place in the back of your owner’s manual ▼
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. 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 Date of First Use (DOFU),
regardless of mileage

Please note that this coverage is for work performed at an authorized Toyota
dealer only.

PL
E

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

Please see your Toyota dealer for additional details

Q2:
A2:

Q3:
A3:

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.

SA

Q1:
A1:

CUSTOMER SUPPORT PROGRAM
FREQUENTLY ASKED QUESTIONS

M

TOYOTA

A voluntary Customer Support Program has been
initiated for your vehicle

Customer Support Program Details

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

Is the Customer Support Program coverage transferable if I sell my vehicle?
Yes, this Customer Support Program coverage is fully transferrable to subsequent vehicle owners for the condition and
terms specified in the notification letter.

Q4:
A4:

What should I do if my vehicle has the condition described?
If you experience this condition, please contact any authorized Toyota dealer and make arrangements for diagnosis
and, if applicable, repair.

Q5:
A5:

Which part(s) are covered by this Customer Support Program?
Refer to the owner letter to find the specific component(s) covered by this program.

Q6:
A6:

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