NHTSA ID Number: 11016794
Manufacturer Communication Number: 24TE04
TSB/Document Date: 2025-04-08
Summary
Although the flow shut-off valve is covered by Toyota
’s New Vehicle Limited Warranty for 36 months or 36,000 miles (whichever comes first), we at Toyota care about the customers’ ownership experience. Toyota is providing coverage for repairs related to Flow Shut-off Valve Coolant Leak.
Toyota Motor Sales, USA, Inc.
6565 Headquarters Drive
Plano, TX 75024
(469) 292-4000
Original Publication Date: December 5, 2024
To:
All Toyota Dealer Principals, General Managers, Service Managers, and Parts Managers
CUSTOMER SUPPORT PROGRAM 24TE04
Multiple Model & Model Year Toyota Vehicles
Coverage for Flow Shut-off Valve Coolant Leak
Model / Years
Production Period
Certain 2019-2021 Avalon & Avalon HV
Certain 2018-2021 Camry & Camry HV
Certain 2020-2021 Corolla
Certain 2019-2021 Corolla HB
Certain 2020-2021 Highlander HV
Certain 2019-2021 RAV4 & RAV4 HV
Certain 2021 RAV4 PHV
Certain 2021 Sienna HV
Certain 2021 Venza
Mid-October 2017 to Early February 2021
Mid-January 2017 to Late March 2021
Early May 2018 to Mid-January 2021
Mid-February 2019 to Mid-April 2020
Late June 2019 to Mid-March 2021
Early March 2018 to Early February 2021
Late November to Early April 2021
Early March 2020 to Late March 2021
Early March 2020 to Late March 2020
Approximate Total
Vehicles
22,090
1,168,020
108,580
47,510
68,370
925,210
12
44,920
12
In our continuing efforts to ensure the best in customer satisfaction, Toyota is announcing a Customer Support
Program to provide coverage for Flow Shut-off Valve Coolant Leak on multiple Model & Model Year Toyota
Vehicles.
Background
Although the flow shut-off valve is covered by Toyota’s New Vehicle Limited Warranty for 36 months or 36,000
miles (whichever comes first), we at Toyota care about the customers’ ownership experience. Toyota is
providing coverage for repairs related to Flow Shut-off Valve Coolant Leak.
The following information is provided to inform you and your staff of the program notification schedule and
your degree of involvement.
© 2024 Toyota Motor Sales, USA
Submitted to NHTSA on 03/07/2025
Customer Support Program 24TE04 - D - Page |2
Customer Support Program Details
The specific condition covered by this program is for a small engine coolant leak that can occur from
a specific valve that can allow coolant to drip on other parts of the vehicle. This can cause "Engine
Maintenance Required" to be displayed on the instrument cluster or cause the A/C not to function
normally. If the condition is verified, the vehicle will be repaired with a new flow shut-off valve under
the terms of this Customer Support Program.
•
•
The Primary Coverage will be offered until November 30, 2025, regardless of mileage.
The Secondary Coverage is applicable for 10 years from the date of first use or 100,000 miles, whichever
occurs first.
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 2,384,700 vehicles covered by this Customer Support Program. Approximately 17,000
vehicles involved in this Customer Support Program were distributed to Puerto Rico.
Owner Letter Mailing Date
Toyota will begin to notify owners in early December and will be mailed over several months. A sample of the
owner notification letter has been included for your reference.
© 2024 Toyota Motor Sales, USA
Submitted to NHTSA on 03/07/2025
Customer Support Program 24TE04 - D - Page |3
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 ensure a consistent message is communicated.
Customers with additional questions or concerns are asked to please contact the Toyota Brand Engagement
Center (1-800-331-4331) - 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 emission related; therefore, vehicles branded as salvage, total loss, true mileage unknown, or
similar title ARE 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”.
Emissions Repair Procedures for California Dealers
As this Customer Support Program includes emission related
parts, California dealers are requested to affix an Authorized
Modification Label to the vehicle after repairs have been
completed.
Install the Authorized Modifications Label after the repairs have
been completed. Using a permanent marker, fill out the label and
affix it to the location under the hood as indicated.
Authorization Labels can be ordered from the MDC (Label
material number 00451-00001-LBL).
Customer Marketing
Direct marketing of this Customer Support Program is strictly
prohibited pursuant to the Toyota Warranty Policy 5.22, “Warranty
Solicitation.” Non-compliance with 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 the Toyota Newsroom https://pressroom.toyota.com/
© 2024 Toyota Motor Sales, USA
Submitted to NHTSA on 03/07/2025
Customer Support Program 24TE04 - D - Page |4
Parts Ordering Process - Non-SET and GST Parts Ordering Process
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.
Model
Model Year
Avalon
2021
Camry
2018-2021
RAV4
Part Number
Description
Quantity
HOSE ASSY, WATER BY-PASS
1
HOSE ASSY, WATER BY-PASS
1
2019-2021
HOSE ASSY, WATER BY-PASS
1
Avalon HV
2019-2021
HOSE ASSY, WATER BY-PASS
1
Camry HV
2018-2021
HOSE ASSY, WATER BY-PASS
1
RAV4 HV
2019-2021
HOSE ASSY, WATER BY-PASS
1
RAV4 PHV
2021
HOSE ASSY, WATER BY-PASS
1
Venza HV
2021
HOSE ASSY, WATER BY-PASS
1
Highlander HV
2020-2021
HOSE ASSY, WATER BY-PASS
1
Sienna HV
2021
HOSE ASSY, WATER BY-PASS
1
Corolla
2020-2021
VALVE, WATER
1
Corolla HB
2019-2021
VALVE, WATER
1
Highlander HV*
2020-2021
HOSE ASSY, WATER BY-PASS
1
Sienna HV*
2021
HOSE ASSY, WATER BY-PASS
1
16260-F0300
16260-F0310
16260-F0330
16671-F2030
16260-F0340*
Note: * For Mexico vehicles only
All Customer Support Program (CSP) parts are eligible for the Monthly Parts Return Program. Please refer to
PANT Bulletin 2011-087 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 complete the course listed below.:
• TIC-206A – Electrical Repair 1
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 always perform this repair.
NOTE: Claims for repairs that were performed by non-qualified technicians are subject to debit.
© 2024 Toyota Motor Sales, USA
Submitted to NHTSA on 03/07/2025
Customer Support Program 24TE04 - D - Page |5
Remedy Procedures
Technical instructions for this Customer Support Program can be found in TSB#, EX: 24-TMS-0044-T.
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 used
by various departments for defect analysis, quality control analysis, product evaluation, and 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.
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.
Op Code
Description
Model
24TE04R1
24TE04R2
Replace Water Valve
Replace Water By-pass Hose
24TE04R3
Replace Water By-pass Hose
Corolla & Corolla HB
RAV4
Avalon HV, Camry, Camry HV, Highlander,
RAV4 HV, RAV4 PHV, Sienna HV, Venza
Flat Rate
Hours
1.4
1.4
1.5
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 a claim has been filed using an incorrect Op Code or a claim 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.
© 2024 Toyota Motor Sales, USA
Submitted to NHTSA on 03/07/2025
Customer Support Program 24TE04 - D - Page |6
Campaign Designation / Phase Decoder
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-bystep procedures required to implement this Customer Support Program.
Thank you for your cooperation.
© 2024 Toyota Motor Sales, USA
Submitted to NHTSA on 03/07/2025
CUSTOMER SUPPORT PROGRAM 24TE04
Multiple Model & Model Year Toyota Vehicles
Coverage for Flow Shut-off Valve Coolant Leak
Frequently Asked Questions
Original Publication Date: December 5, 2024
Q1:
A1:
What is the condition?
The specific condition covered by this program is for a small engine coolant leak can occur from
a specific valve that can allow coolant to drip on other parts of the vehicle. This can cause "Engine
Maintenance Required" to be displayed on the instrument cluster or cause the A/C not to function
normally. If the condition is verified, the vehicle will be repaired with a new flow shut-off valve under
the terms of this Customer Support Program.
Q2:
A2:
What is Toyota going to do?
Toyota will send an owner notification by first class mail starting in late December 2024, advising
owners of this Customer Support Program
If the owner experiences this condition, they should contact their local authorized Toyota dealership
for diagnosis. If the condition is verified, the dealer will replace the flow shut-off valve with a new one
at no charge to you.
Q3:
A3:
Which and how many vehicles are covered by this Customer Support Program?
There are approximately 2,384,700 vehicles covered by this Customer Support Program.
Model Name
Model Year
Production Period
Avalon & Avalon HV
Camry & Camry HV
Corolla
Corolla HB
Highlander HV
RAV4 & RAV4 HV
RAV4 PHV
Sienna HV
Venza
2019 - 2021
2018 - 2021
2020-2021
2019-2021
2020-2021
2019-2021
2021
2021
2021
Mid-October 2017 to Early February 2021
Mid-January 2017 to Late March 2021
Early May 2018 to Mid-January 2021
Mid-February 2019 to Mid-April 2020
Late June 2019 to Mid-March 2021
Early March 2018 to Early February 2021
Late November to Early April 2021
Early March 2020 to Late March 2021
Early March 2020 to Late March 2020
FAQ Page 1 of 3
© 2024 Toyota Motor Sales, USA
Submitted to NHTSA on 03/07/2025
Q3a:
A3a:
Q4:
A4:
Are there any other Lexus/Toyota/Scion vehicles covered by this Customer Support Program in
the U.S.?
Yes, there are Certain Lexus ES and UX vehicles covered by this Customer Support Program.
What are the details of this program?
This Customer Support Program provides coverage as it applies to the flow shut-off valve. If the
condition is verified, the vehicle will be repaired with a new flow shut-off valve under the terms of this
Customer Support Program.
• The Primary Coverage will be offered until November 30, 2025, regardless of mileage.
•
After the Primary Coverage, the Secondary Coverage is applicable for 10 years from the date of
first use or 100,000 miles, whichever occurs first.
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.
Q5:
A5:
Which part(s) are covered by this Customer Support Program?
The specific component covered by this Customer Support Program is as follows:
•
Water Valve
or
•
Q6:
A6:
Hose Assy, Water-Bypass
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, a local Toyota dealer should be contacted 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.
Q7:
A7:
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.
FAQ Page 2 of 3
© 2024 Toyota Motor Sales, USA
Submitted to NHTSA on 03/07/2025
Q8:
A8:
How long will the repair take?
The repair takes approximately 2 hours. However, depending upon the dealer’s work schedule, it may
be necessary to make the vehicle available for a longer period.
Q9:
A9:
What if I had 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
1-800-331-4331 - Monday through Friday, 8:00 am to 8:00 pm, Saturday 9:00 am to 7:00 pm Eastern
Time.
FAQ Page 3 of 3
© 2024 Toyota Motor Sales, USA
Submitted to NHTSA on 03/07/2025
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