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◄ IMPORTANT UPDATE ►
The attached Dealer Letter has been updated. Refer to the details below.
DATE
5/18/2023
5/12/2021
9/12/2019

TOPIC
ZKA Dealer Letter warranty information has been updated.
ZKA Dealer Letter has been updated to reflect K0D being available in all CCS regions.
Warranty Reimbursement section has been updated to include claim filing instructions for vehicles
covered under the 3 years or 36,000 miles (whichever comes first) New Vehicle Limited Warranty.

The most recent update in the attached Dealer Letter will be highlighted with a red box.
Please review this notification with your staff to assure that all relevant personnel have been briefed regarding this subject.
Thank you for your cooperation.

© 2019 Toyota Motor Sales, USA

Toyota Motor Sales, USA, Inc.
6565 Headquarters Drive
Plano, TX 75024
(469) 292-4000
Original Publication Date: September 5, 2019
To:

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

CUSTOMER SUPPORT PROGRAM ZKA
Certain 2011-2017 Model Year Tacoma
Coverage for Vehicle Frame Corrosion Perforation
Model / Years
2011-2017 Tacoma

Production Period
Late June 2010 – Early June 2017

Approximate Total Vehicles
1,102,200

In our continuing efforts to ensure the best in customer satisfaction, Toyota is announcing a Customer Support Program to
provide coverage for vehicle frame corrosion perforation on 2011 – 2017 model year Tacoma vehicles.
Background
Toyota has received a number of reports regarding vehicle frame corrosion perforation on certain 2011-2017 model year
Tacoma vehicles. These reports have indicated that these vehicles, when operated in specific cold climate areas (Cold Climate
States1) with high road salt usage, or exposed to other environmental factors, may exhibit more-than-normal corrosion to the
vehicle’s frame.
1–

District of Columbia (DC), CT, DE, IL, IN, KY, MA, MD, ME, MI, MN, NH, NJ, NY, OH, PA, RI, VA, VT, WI, and WV.

Although perforation of the vehicle’s frame 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 vehicle frame corrosion perforation.
A separate program (limited Service Campaign K0D) will include CRC (Corrosion Resistant Compound) application. CRC
application will be covered under Limited Service Campaign (LSC K0D) for a period of two years and will only be available for
vehicles registered/regularly operated in the Cold Climate States that do not meet vehicle frame replacement criteria.

© 2019 Toyota Motor Sales, USA

Campaign

Activity
Frame Inspection

ZKA

Frame Replacement
Frame CRC
Application – See
below
Cincinnati

K0D

Chicago
Boston
CAT
New York

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Estimated Launch
Notes
Timing
Available
As necessary
Upon meeting or exceeding the Rust Perforation
Available
Standard (see the Technical Instructions)
CRC application will become available based upon legal
See below
and environmental agency approvals (where applicable;
see below).
Dealer training by FTS staff will take place prior to
Available
launch.
Dealer training by FTS staff will take place prior to
Available
launch.
Dealer training by FTS staff will take place prior to
Available
launch.
Dealer training by FTS staff will take place prior to
Available
launch.
Dealer training by FTS staff will take place prior to
Available
launch.

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 vehicle’s frame. The specific condition covered by
this program is vehicle frame corrosion perforation. If the condition is verified, the vehicle will be repaired with a new frame
under the terms of this Customer Support Program.
Warm / Cold Climate
Cold Climate State Vehicles*
Warm Climate State Vehicles

Coverage
12 years from the Date of First Use (DOFU) with no mileage limitation

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.

*All cold climate state vehicles are eligible for CSP ZKA until the expiration of LSC K0D.
Once campaign K0D expires, if a cold climate state vehicle has not had LSC K0D performed, the vehicle will no longer be
eligible for ZKA and will be marked as expired under ZKA.

© 2019 Toyota Motor Sales, USA

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Program Coverage:
If a customer believes their vehicle has been operated in cold climate regions of the United States where high road salt is
frequently used, or exposed to other environmental factors, and/or a customer is concerned that their vehicle’s frame has morethan-normal corrosion, Toyota dealerships are requested to inspect the vehicle’s frame for corrosion perforation using the
program’s Rust Perforation Standard. Based upon the results of the inspection, dealerships are requested to do one of the
following at no charge to the vehicle owner:
•
•
•

For warm climate states, if the vehicle’s frame passes Toyota’s inspection criteria, no further action is required.
For Cold Climate States (District of Columbia (DC), CT, DE, IL, IN, KY, MA, MD, ME, MI, MN, NH, NJ, NY, OH, PA, RI, VA,
VT, WI, and WV), if the vehicle’s frame passes Toyota’s inspection criteria, the vehicle is eligible to have Corrosion
Resistant Compound (CRC) protection applied.
For all states and territories, if the vehicle’s frame meets or exceeds the standard for frame replacement, the frame will
be replaced FREE OF CHARGE to the customer for the coverage period.

Covered Vehicles
There are approximately 1,102,200 vehicles covered by this Customer Support Program. Approximately 17,100 vehicles
involved in this Customer Support Program were distributed to Puerto Rico.
Owner Letter Mailing Date
Toyota will begin to notify owners in early September 2019 and will be mailed over several months. A sample of the owner
notification letters has been included for your reference.

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 Customer Experience Center (1-888270-9371) - Monday through Friday, 7:00 am to 7:00 pm, Saturday 7:00 am to 4:30 pm Central Time.
Customer Marketing
Direct marketing of this Customer Support Program is strictly prohibited pursuant to the Toyota Warranty Policy 5.21,
“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 Tania Saldana (859) 815-9968 in Toyota Corporate Communications. Please do not provide this number to
customers. Please provide this contact only to media.
Technician Training Requirements
The repair quality of covered vehicles is extremely important to Toyota. All Toyota 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 Technician (any specialty)
Expert Technician (any specialty)
Master Technician
Master Diagnostic Technician

© 2019 Toyota Motor Sales, USA

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Final repair must be signed off and validated by a MDT, Shop Foreman, or Service Manager using the Frame Replacement
Inspection Form.

Always check which technicians can perform the recall remedy 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.
Parts Recovery Procedures
All parts replaced, except the frame, 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. The frame can be scrapped or recycled
per local regulations three days after the warranty claim has been paid.
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.

© 2019 Toyota Motor Sales, USA

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Remedy Procedures
The Technical Instructions contain inspection criteria for completing the frame inspection, as well as instructions to access the
frame inspection website. The frame must be inspected by a qualified Toyota technician, who will inspect the vehicle frame
rails and cross member mounting locations. If any perforation in the vehicle frame is found to be 10 mm or larger, the frame
will be replaced. Please use the flow chart below.
If the vehicle passes the frame inspection, and the CRC application is applicable, instructions will be provided in the Technical
Instructions under LSC K0D.
To assist dealers in determining the correct part numbers to order, as well as direction forward, a website has been developed.
Please go to https://tacoma-2011-2017-frames.imagespm.info/. If your region is applicable to spray CRC (LSC K0D), the website
will guide you through the inspection results process. The website is for part(s) application reference only and won’t order
the parts, confirm campaign completion status, or confirm campaign applicability.
•
•
•

The parts will need to be ordered through the Dealer Daily Parts System.
ETAs for the parts will be available via the normal system.
Frame ETAs will be made available on the Dealer Daily website, in the MAC reference area.

Note: When first logging in, enter your dealer code and the default password (XXXXX). Upon logging in, the website will ask
for you to reset the password and provide an e-mail address.
The below list of ancillary parts is reimbursable in the event that careful removal of the part damages the component and/or
where the component is corroded to the point that re-installation is not possible. Normal wear & tear for time and miles
does not justify ancillary part reimbursement. All ancillary parts should be retained until the claim has been approved by
Warranty. Clear pictorial documentation of ancillary parts must be attached to the dealer’s copy of the Repair Order
(RO). These pictures must have the RO placed next to the ancillary part, and both captured in the same picture. TMNA/TMS
Warranty reserves the right to request photo documentation in order to confirm that replacement was necessary. If the
requested pictures are (1) not submitted, (2) unclear, (3) and/or do not justify replacement under this program, the warranty
claim is subject to denial and/or debit as permitted by state law.
Hardware (applicable Bolts, Nuts, Clips, Clamps, Washers, Cotter Pins, Brackets, etc.), Brake Tube/Lines (including Flexible),
Bumper Springs, Cab Mounting Cushions, Toe/Camber Cam Assemblies, Control Arm Bushings, Differential Supports,
Engine/Transmission Mounts, Fender Apron Seals, Crossmember Extension, Stabilizer Bar Links/Bushings/Cushions, Front
Suspension Member Brace, Fuel Tank, Fuel Tank Protector, Fuel Tank Straps, Fuel Lines/Tubes, Parking Brake Cables, Toe
Adjustment Plates, Spare Tire Carrier, Shackle Kit, Steering Intermediate Shaft, Power Steering Rack (including lines attached to
Rack) and Tie Rod Ends, Upper Control Arms, Hub Grease Caps

© 2019 Toyota Motor Sales, USA

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It's important to note that, as part of this repair, technicians are instructed to inspect the frame. This includes conducting a PreHoist Inspection, in which the structural integrity of the frame can be confirmed prior to raising the vehicle off the ground.
During this time, technicians can also visually inspect for broken components under the vehicle. If there are any additional
broken factory parts identified prior to the start of, or during, the repair, Toyota will not be responsible for the costs to replace
these parts. Customers should be made aware of this prior to the start of the repair.

If the vehicle is modified with non-Toyota, aftermarket parts that prevent the dealer from being able to replace the vehicle
frame using the Toyota supplied Technical Instructions, the dealer may choose not to participate in the replacement of the
frame until the vehicle is brought back to a condition in which the frame replacement can be performed using the supplied
instructions. Dealers may also choose to offer to perform the vehicle frame replacement, but with additional costs associated
with removal and installation of aftermarket parts charged to the vehicle owner.
Parts Ordering Process - Non SET and GST Parts Ordering Process
It is possible that parts for this campaign 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.
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.
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.

© 2019 Toyota Motor Sales, USA

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Warranty Reimbursement Procedures
Reimbursement Procedure
NOTE: If the vehicle is still under the New Vehicle Limited Warranty, submit the repair as a Regular warranty claim.
Verify Vehicle Eligibility
1. Confirm vehicle VIN matches the R.O.
2. Check the TIS Vehicle Inquiry System

Not Covered

No further action required

Frame Rail Seal
ALREADY INSTALLED

No further action required

Covered

Perform pre-hoist inspection

Inspect for Frame Rail Seal

Frame Rail Seal
NOT FOUND
Perform Frame Inspection utilizing the Inspection
application

Was perforation 10mm or larger found in the
locations identified in Green below?
No

No further action required at this
time.

No

No further action required

Yes

Inspection Application submits report for FTS
approval

Was approval received from the FTS?
Yes

Order parts and complete frame replacement

Campaign completed, return the vehicle
to the customer

© 2019 Toyota Motor Sales, USA

Op Code
ZKA11W
ZKA11X
ZKA11A
ZKA11B
ZKA11E
ZKA11F
ZKA11J
ZKA11K
ZKA11N
ZKA11R

Model Year
All
All

2011-2015

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Description
Flat Rate Hour
Frame Inspection* – Side Rail Seal Installed
.1 hr/veh
Frame* Inspection
0.6 hr/veh
Frame Inspection* + Replace 2WD Frame + Install Frame Plugs (Dealer)
40.2 hr/veh
Frame Inspection* + Replace 4WD Frame + Install Frame Plugs (Dealer)
41.8 hr/veh
Frame Inspection* + Replace 2WD Frame + Install Frame Plugs (Sublet)
0.6 hrs/veh
Frame Inspection* + Replace 4WD Frame + Install Frame Plugs (Sublet)
0.6 hrs/veh
Replace 2WD Frame + Install Frame Plugs (Dealer)
39.6 hrs/veh
Replace 4WD Frame + Install Frame Plugs (Dealer)
41.2 hrs/veh
Replace 2WD Frame + Install Frame Plugs (Sublet)
0.0 hrs/veh
Replace 4WD Frame + Install Frame Plugs (Sublet)
0.0 hrs/veh

If the vehicle is still under the New Vehicle Limited Warranty (3 yrs/36,000 miles), submit the repair as a Regular warranty
claim using the information below.
Opcode

Description

Time

FRA001
0.1
Frame Inspection* – Side Rail Seal Installed
FRA002*
Frame Inspection*
0.6
* If perforation of the vehicle’s frame is found, contact the Warranty Hotline.

OFP

T1

T2

51001-04###

99

99

ZKA11C
Frame Inspection* + Replace 2WD Frame + Install Frame Plugs (Dealer)
39.2 hrs/veh
ZKA11D
Frame Inspection* + Replace 4WD Frame + Install Frame Plugs (Dealer)
40.8 hrs/veh
ZKA11G
Frame Inspection* + Replace 2WD Frame + Install Frame Plugs (Sublet)
0.6 hrs/veh
ZKA11H
Frame Inspection* + Replace 4WD Frame + Install Frame Plugs (Sublet)
0.6 hrs/veh
ZKA11L
2016-2017
Replace 2WD Frame + Install Frame Plugs (Dealer)
38.6 hrs/veh
ZKA11M
Replace 4WD Frame + Install Frame Plugs (Dealer)
40.2 hrs/veh
ZKA11S
Replace 2WD Frame + Install Frame Plugs (Sublet)
0.0 hrs/veh
ZKA11U
Replace 4WD Frame + Install Frame Plugs (Sublet)
0.0 hrs/veh
ZKA11V
Blind Spot Monitoring Correction
0.7 hrs/veh
*Frame Inspection includes: Pre-hoist inspection and website-based frame inspection with all photos when applicable.
• Upon customer request, and ONLY during the frame replacement repair, for a maximum of 7 days, a loaner vehicle or
alternative transportation ($60 per day maximum) through Toyota Rent-A-Car (TRAC) can be claimed as a sublet type RT
under the above Op. Codes ZKA11A/B/C/D/E/F/G/H/J/K/L/M/N/R/S/U. This rental sublet is only to be used for the time
when the vehicle’s frame is being replaced.
NOTE:
• Rental invoice MUST be attached to all rental claims. These claims may be subject to debit if
rental invoice is not attached.
• Rentals that exceed the maximum allowable daily rate will require DSPM authorization per the
Toyota Transportation Assistance Policy (TTAP).
• The sublet cost for Op. Codes ZKA11E/F/G/H/N/R/S/U (Replace Frame by a sublet shop) should be claimed under sublet
type YF using the following formula:
o ZKA11E/N = Maximum 39.6 Hours X Dealer Hourly Rate
o ZKA11F/R = Maximum 41.2 Hours X Dealer Hourly Rate
o ZKA11G/S = Maximum 39.2 Hours X Dealer Hourly Rate
o ZKA11H/U = Maximum 40.8 Hours X Dealer Hourly Rate
• The transportation cost of vehicle frame between dealer and outside repair shop will be reimbursed for the maximum cost
US $50.00 under the sublet cost column for the Op. Codes ZKA11E/F/G/H/N/R/S/U with sublet type YC.
• The transportation cost of vehicle between dealer and outside repair shop will be reimbursed for the maximum cost US
$250.00 under the sublet cost column for the Op. Codes ZKA11E/F/G/H/N/R/S/U with sublet type YG.
Claim Filing Accuracy and Correction Requests
© 2019 Toyota Motor Sales, USA

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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.
Thank you for your cooperation.
TOYOTA MOTOR SALES, U.S.A., INC.

© 2019 Toyota Motor Sales, USA

CUSTOMER SUPPORT PROGRAM ZKA
Certain 2011-2017 Model Year Tacoma
Coverage for Vehicle Frame Corrosion Perforation
Dealer - Frequently Asked Questions Original
Publication Date: September 5, 2019

Q1:
A1:

What is the condition?
On the subject vehicles, Toyota has received reports that certain vehicles operated in specific cold climate areas (Cold
Climate States*) with high road salt usage, or other environmental factors, may exhibit more-than-normal corrosion
perforation to the vehicle’s frame. This condition is unrelated to and separate from normal surface rust which is
commonly found on metallic surfaces after some years of usage and/or exposure to the environment.
*District of Columbia (DC), CT, DE, IL, IN, KY, MA, MD, ME, MI, MN, NH, NJ, NY, OH, PA, RI, VA, VT, WI,
and WV.

Q2:
A2: