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MC-10230368-9999

IMPORTANT UPDATE

The attached Dealer Letter has been updated. Refer to the details below.

DATE December 14, 2022 November 17, 2022
April 28, 2022 October 29, 2021 October 27, 2020
May 15, 2020
December 12, 2019

TOPIC The Post Campaign Expiration Warranty Procedures has been clarified Toyota has added approximately 276,590 Prius series vehicles covered by this Customer Support Program. Toyota has added approximately 430,700 2008 2018 model year Highlander and Highlander Hybrid vehicles to this Customer Support Program Toyota increased the flat rate time of Op Code ZKG001 to 1.0 hr / vehicle. Toyota has added approximately 35,200 certain 2010 2018 model year Sequoia vehicles to this Customer Support Program · Toyota has added approximately 31,500 vehicles to the covered vehicles
population · The training requirements section has been updated to include Toyota Certified
Collision Centers · A policy regarding the labor rate for body and paint work has been added This document has been updated to clarify that only authorized Toyota dealerships are authorized to confirm if the paint peeling condition is covered by this program. However, after confirming that the paint peeling condition is covered by this program, the authorized Toyota dealership may choose to coordinate to have the repainting repair performed by a non-Toyota repair facility (e.g. third-party collision repair facility, body shop, etc)

Note that as of May 15, 2020, Toyota Certified Collision Centers are now permitted to confirm if the peeling condition is covered by this program. Review the Dealer Letter for detailed information, polices, and training requirements

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.

Toyota Motor Sales, USA, Inc. 6565 Headquarters Drive Plano, TX 75024 (469) 292-4000

Original Publication Date: December 4, 2019

To:

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

CUSTOMER SUPPORT PROGRAM ZKG

Multiple Models and Model Years Vehicles Painted with Blizzard Pearl (070) or Super White (040) Paint Color
Coverage for Peeling of Factory-Applied Paint

Model / Years
2008 2015 4Runner 2008 2017 Avalon 2013 2017 Avalon Hybrid 2008 2017 Camry 2008 2017 Camry Hybrid 2008 2019 Corolla 2008 2017 RAV 4 2012 2014 RAV 4 EV 2011 2015 Scion iQ 2008 2015 Scion xB 2010 2018 Sequoia 2008 2018 Highlander 2008 2018 Highlander HV 2007 2015 Prius 2012 2015 Prius C 2012 2015 Prius PHV 2012 2014 Prius V

Production Period
Late December 2007 - Late May 2015 Late February 2007 - Late May 2017
Late May 2012 - Late May 2017 Early August 2007 - Late February 2017 Early August 2007 - Late February 2017 Early June 2007 - Late September 2018 Early January 2008 - Early September 2017
Late July 2012 - Late August 2014 Late September 2010 - Late September 2014
Mid-January 2007 Late December 2015 Early May 2009 Late August 2018 Late May 2007 Late August 2018
Late August 2007 Late August 2018 Early July 2007 Early November 2015 Mid-December 2011 Late April 2015
Late July 2011 Late February 2015 Late September 2010 Early November 2014

Approximate Total Vehicles 73,860 91,560 13,800 574,300 50,230 585,800 332,400 1,110 3,170 44,210 35,200 401,600 29,100 229,610 9,640 11,180 26,160

In our continuing efforts to ensure the best in customer satisfaction, Toyota is announcing a Customer Support Program to provide coverage for peeling of certain colors of factory-applied paint.

Customer Support Program ZKG - D - Page |2 Background Toyota has received reports of paint peeling on certain vehicles with the original factory-applied Blizzard Pearl or Super White paint colors. These reports indicate that vehicles with these specific paint colors, applied during the vehicle manufacturing process, may experience paint peeling on exterior metal body panels.
Although the original factory paint 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 the condition described above.
The following information is provided to inform you and your staff of the program notification schedule and your degree of involvement.
Covered Vehicles After Phase 6 launched, there are approximately 2,512,930 vehicles covered by this Customer Support Program, of which approximately 37,500 were distributed to Puerto Rico.

Customer Support Program ZKG - D - Page |3 Customer Support Program Coverage Details
This Customer Support Program provides coverage for involved vehicles with the original factory Blizzard Pearl or Super White paint. The covered condition may occur when sunlight over time degrades the adhesion between the factory-applied paint primer coat layer and the base metal electrodeposition layer causing the paint to peel from the metal body panel. If the condition is verified, the specific panel affected will be repainted.

Phase 1 4

vehicles*

Phase 5

vehicles*

· Phase 6
· vehicles

Duration of Coverage The Primary Coverage will be offered until December 11, 2022, regardless of mileage. After the Primary Coverage, the Secondary Coverage is applicable for 10 years from the date of first use, regardless of mileage. The Primary Coverage will be offered until November 4, 2024, regardless of mileage. After the Primary Coverage, the Secondary Coverage is applicable for 10 years from the date of first use, regardless of mileage. The Primary Coverage will be offered until June 13, 2025, regardless of mileage. After the Primary Coverage, the Secondary Coverage is applicable for 10 years from the date of first use, regardless of mileage.

Note: Damage to the vehicle exterior (such as collision damage, deep scratches, dents, etc.) may prevent a repair facility from performing the paint repair covered by this Customer Support Program.

This Customer Support Program does not cover repair of such damage.

If any damage must be repaired prior to performing the paint repair covered by this Customer Support Program, the dealer may offer to repair the damage at the customer's expense.

Examples of damage that might prevent paint repair are: · Collision damage · Dents · Deep scratches · Deep rock chips

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.

*Only authorized Toyota dealerships (and Toyota Certified Collision Centers) are authorized to confirm if the paint peeling condition is covered by this program. However, after confirming that the paint peeling condition is covered by this program, the authorized Toyota dealership may choose to coordinate to have the repainting repair performed by a non-Toyota repair facility (e.g., third-party collision repair facility, body shop, etc.).

Customer Support Program ZKG - D - Page |4 Program Phase Schedule Toyota is administering this program in multiple phases.

Phase 1 Customer Notification In the interest of customer satisfaction, Toyota first notified owners via first class mail between late August 2019 and mid-September 2019 about this program, provided a process for reimbursing out of pocket expenses associated with this condition incurred prior to September 26, 2019, informed owners that Toyota is working on the repair for their vehicle, and that they will be re-notified when the repair becomes available. Refer to the table below for a summary of these vehicles.

Model / Years
2008 2015 4Runner 2008 2017 Avalon 2013 2017 Avalon Hybrid 2008 2017 Camry 2008 2017 Camry Hybrid 2008 2019 Corolla 2011 2015 Scion iQ 2008 2017 RAV 4 2012 2014 RAV 4 EV 2008 2015 Scion xB

Production Period
Late December 2007 Late May 2015 Early January 2008 Late May 2017 Late May 2012 Late May 2017
Early January 2008 Late February 2017 Early January 2008 Late February 2017 Late November 2007 Late September 2018 Late September 2010 Late September 2014 Early January 2008 Early September 2017
Late July 2012 Late August 2014 Mid January 2007 Late December 2015

Approximate Total Vehicles 73,900 86,600 13,800 555,700 47,400 580,700 3,200 332,400 1,100 44,200

Phase 2 Repair Available and Customer Re-notification In early December 2019 Toyota launched the repair portion of this program. Toyota started re-notifying the owners involved in phase 1 regarding the availability of the repair in late December 2019.

Phase 3 Approximately 31,500 vehicles are added to this Customer Support Program In mid-May 2020, Toyota added approximately 31,500 vehicles to this Customer Support Program and the repair is available for these vehicles. Refer to the table below for a summary of the added vehicles.

Model / Years
2008 Avalon 2008 - 2009 Camry 2008 Camry Hybrid 2008 Corolla

Production Period
Late February 2007 Late December 2007 Early August 2007 Late December 2007 Early August 2007 Late December 2007
Early June 2007 mid-December 2007

Approximate Total Vehicles 5,000 18,600 2,800 5,100

Customer Support Program ZKG - D - Page |5 Phase 4 Approximately 35,200 model year 2010 2018 Sequoia vehicles added to this Customer Support Program In late October 2020, Toyota added approximately 35,200 model year 2010 2018 Sequoia vehicles to this Customer Support Program and the repair is available for these vehicles. Refer to the table below for a summary of the added vehicles.

Model / Years 2010 2018 Sequoia

Production Period Early May 2009 Late August 2018

Approximate Total Vehicles 35,200

Phase 5 Approximately 430,700 model year 2008 2018 Highlander and Highlander Hybrid vehicles added to this Customer Support Program In late April 2022, Toyota added approximately 430,700 2008 2018 model year Highlander and Highlander Hybrid vehicles to this Customer Support Program and the repair is available for these vehicles. Refer to the table below for a summary of the added vehicles.

Model / Years
2010 2018 Highlander 2008 2018 Highlander Hybrid

Production Period Late May 2007 Late August 2018 Late August 2007 Late August 2018

Approximate Total Vehicles 401,600
29,100

Phase 6 Approximately 276,590 model year 2007 2015 Prius, Prius C, Prius PHV, and Prius V vehicles added to this Customer Support Program In mid-November 2022, Toyota added approximately 276,590 model year 2007 2015 Prius, Prius C, Prius PHV, and Prius V vehicles added to this Customer Support Program and the repair is available for these vehicles. Refer to the table below for a summary of the added vehicles.

Model / Years
2007 2015 Prius 2012 2015 Prius C 2012 2015 Prius PHV 2012 2014 Prius V

Production Period
Early July 2007 Early November 2015 Mid-December 2011 Late April 2015
Late July 2011 Late February 2015 Late September 2010 Early November 2014

Approximate Total Vehicles 229,610 9,640 11,180 26,160

Owner Letter Mailing Date Refer to the table below for the owner letter mailing period.

Description Phase 1 Phase 2 Phase 3 Phase 4 Phase 5 Phase 6

Letter Mailing Period Late August 2019 mid-September 2019
Mailing started in late December 2019 Early August 2020
Early November 2020 mid December 2020 Early May 2022 early November 2022 mid-December 2022 mid June 2023
© 2022 Toyota Motor Sales, USA

Attached Sample Sample A Sample B Sample C Sample D Sample E Sample F

Customer Support Program ZKG - D - Page |6
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 (1-888-270-9371) - 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 5.21, "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 Tyler Litchenberger (469) 292-26717 in Toyota Corporate Communications. Please do not provide this number to customers. Please provide this contact only to media.

Customer Support Program ZKG - D - Page |7
Parts Ordering Process - Non SET and GST Parts Ordering Process The repair for this customer support program involves re-painting the area of the vehicle exterior affected by the condition and; therefore, may involve replacing non-reusable parts such as emblems, clips/retainers, windshield glass adhesive, etc. Any parts replaced under this program must be*:
1. Toyota Genuine Parts. 2. Must be included in the parts section of the warranty claim. *This does not apply to refinishing products and surface preparation products such as paints, primers, sand paper, metal conditioner, etc. 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 once verified. DO NOT ORDER FOR STOCK. As always, if a customer experiences the condition described, dealers should conduct appropriate diagnosis and order the applicable parts. It is possible that some of the parts necessary for performing 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.
© 2022 Toyota Motor Sales, USA

Customer Support Program ZKG - D - Page |8 Training Requirements The following training requirements are only applicable to the personnel performing T-SB-0162-19 or S-SB0004-19. T-SB-0162-19 (Toyota) or S-SB-0004-19 (Scion) contains the process used to confirm if the vehicle's paint peeling is applicable to this program. These training requirements are not applicable to the other steps in the ZKG process such as completing the mandatory website photo upload process, repairing/refinishing the vehicle, etc. Only authorized Toyota dealerships and Toyota Certified Collision Centers are authorized to perform the condition confirmation inspection included in T-SB-0162-19 or S-SB-0004-19.
Training Requirements: Authorized Toyota Dealership All Toyota dealership staff performing T-SB-0162-19 or S-SB-0004-19 are required to successfully complete the most current version of the E-Learning course "Toyota Recall and Service Campaign Essentials" (course number SC19A). To ensure that T-SB-0162-19 or S-SB-0004-19 is performed correctly; Toyota dealership staff performing T-SB-0162-19 or S-SB-0004-19 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
Always check which technicians can perform T-SB-0162-19 or S-SB-0004-19. It is the dealership's responsibility to select staff with the above certification level or greater to perform T-SB-0162-19 or SSB-0004-19.
Training Requirements: Toyota Certified Collision Center All Toyota Certified Collision Center staff members performing T-SB-0162-19 or S-SB-0004-19 are required to successfully complete the most current version of the E-Learning course "Toyota Recall and Service Campaign Essentials" (course number SC19A). To ensure that T-SB-0162-19 or S-SB-000419 is performed correctly; Toyota Certified Collision Center staff members performing T-SB-0162-19 or S-SB-0004-19 are required to currently hold at least one of the following certification levels:
· Certified Refinish Technician · Master Refinish Technician
Always check which technicians can perform T-SB-0162-19 or S-SB-0004-19. It is the Collision Center's responsibility to select staff with the above certification level or greater to perform T-SB-0162-19 or SSB-0004-19.
Remedy Procedures Refer to the Technical Instructions on TIS for complete remedy procedure instructions including:
1. Verifying if the paint condition is covered by this Customer Support Program (T-SB-0162-19 or S-SB0004-19).
2. Ensuring there is no damage that requires repair prior to performing the Customer Support Program repair
3. Uploading mandatory photographs to the web application 4. Confirming that the preliminary estimate from the body shop has been pre-approved by Toyota 5. Coordinating repair of the vehicle at a body shop 6. Ensuring the body shop is provided with, and follows, the Customer Support Program ZKG Paint Repair
Process

Customer Support Program ZKG - D - Page |9 Non-Toyota Certified Repair Facility After your dealership (or Toyota Certified Collision Center) has confirmed that the condition is covered by this program by following T-SB-0162-19 or S-SB-0004-19, and the website has issued a warranty pre-approval code, your dealership may sublet the repainting repair to a non-Toyota certified repair facility (third-party collision repair facility, body shop, etc.). A Toyota Certified Collision Center is not required to perform the repainting repair. 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.
© 2022 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 Z K G - D - P a g e | 10
Warranty Reimbursement Procedures

Verify Vehicle Eligibility Check TIS VehicDlied Inquiry System
to verify vehicle eligibility

Not Covered

No further action required

Covered
Confirm that paint condition is covered.
Follow the inspection procedure in T-SB-0162-19 (Toyota) or S-SB-0004-19 (Scion).

Not Covered

Confirm if any vehicle damage may prevent
paint repairs
No damage
Upload photos of peeling panel(s) to website.

Damage

Inform customer that body shop may not be able to perform the CSP until
the damage is repaired at the Customer's expense

Additional panels found peeling during repair?

Obtain preliminary estimate from body shop.
Remember to share the Customer Support Program ZKG Paint Repair
Process to the body shop

Input estimate details (labor hours, etc..) into the website for pre-approval
Approved
Ensure Customer Support Program ZKG Paint Repair Process has been shared to
body shop

Not approved (rejected)

Follow the tips in the website for getting the estimate approved

Repair vehicle.
Vehicle is authorized to receive repair under ZKG (warranty pre-approval
code is issued by website).

Return vehicle to customer.

NOTE: If the vehicle is still under the New Vehicle Limited Warranty, submit the repair as a Regular warranty claim.

C u s t o m e r S u p p o r t P r o g r a m Z K G - D - P a g e | 11 Warranty Reimbursement Procedures Continued...

Model 4Runner Avalon Avalon Hybrid Camry Camry Hybrid Corolla
Rav 4 Rav 4 EV Scion iQ Scion xB Sequoia Highlander/ Highlander HV
Prius Prius C Prius PHV Prius V

Op Code

Description

Flat Rate Hours

ZKG001

Repaint the affected panel(s)

1.0 hr / vehicle*

Z2G001 (Submit under campaign Z2G)

Z3G001

A "warranty pre-approval code" must be issued by the website prior to authorizing any repairs. Include the code in the CCR of the claim. This warranty pre-approval code is not a guarantee for payment of the claim. All ZKG claims are subject to warranty department review for proper claim submission and compliance with Toyota Warranty Policy and Procedures including Policies 8.22 and 4.12.

*On October 29, 2021, Toyota increased the flat rate time of Op Code ZKG001 to 1.0 hr / vehicle.

The flat rate time includes 1.0 hour for administrative cost per unit for the dealership which includes the administrative time to upload photos and body shop preliminary estimate details to the website, and coordinate the repair with a body shop.
· Sublets: · The total cost of the final invoice from the body shop should be included in the sublet section as sublet type "PT". A copy of the invoice is required to be attached. · DO NOT include the actual cost of parts in the sublet section. The actual cost of parts should be subtracted from the sublet bill if they are included in the body shop's final invoice. Parts should ONLY be claimed in the parts section of the warranty claim. · In the very rare case that your dealership was required to use the damp cloth confirmation procedure described in T-SB-0162-19 (Toyota) or S-SB-0004-19 (Scion), claim the cost under sublet type "ZZ" using the following formula: 0.3 hours x Dealer Hourly Warranty Labor Rate x the number of panels where the condition was confirmed using the damp cloth confirmation procedure. Photos must be attached to the claim showing that the condition exists after the damp cloth confirmation.

C u s t o m e r S u p p o r t P r o g r a m Z K G - D - P a g e | 12 Labor Rate for Body and Paint Work:
As provided in Policy 8.22, a dealership's service department mechanical rate may not be used for the body and paint work performed under ZKG. If the work is performed by the dealership's own body shop, the labor rate used for calculation of labor charges must be the posted body shop labor rate, not the service department's mechanical rate. If the work is performed as a sublet by an independent body shop, as provided in Policy 4.12, the sublet repair shop's invoice must include the reasonable and customary repair shop rate, not the dealership's service department rate.
Important Note: As provided in Policy 5.3, pre-authorization is required to submit a claim for paint repairs exceeding $1,000, or as required in any Policy or Procedure. For ZKG work, this pre-authorization is obtained at the ZKG website ("warranty pre-approval code") by a dealer submitting a preliminary estimate and photos. As provided in Policy 5.3, this authorization to submit a claim is not a guarantee for payment of the claim, which is subject to Toyota's review, including proper claim submission and compliance with Toyota Warranty Policy and Procedures. In addition, a dealer claim for the work must follow the labor rate policies described in this Dealer Letter and Toyota Warranty Policy and Procedures.
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.

C u s t o m e r S u p p o r t P r o g r a m Z K G - D - P a g e | 13 Post Campaign Expiration Warranty Procedures Toyota will process claims submitted for vehicles where the condition covered by this Customer Support Program was confirmed at the dealership prior to the expiration of the vehicle's Customer Support Program coverage. Toyota requires your dealer to document the peeling diagnosis by uploading the required photos of the peeling panels to the website prior to the expiration of the vehicle's coverage. Photos for panels uploaded after the expiration date will be considered ineligible for claim payment. Furthermore, all previously diagnosed VINs prior to expiration must have repairs completed and claims submitted prior to 12 months from the vehicle's expiration date. Note that once a photo is uploaded to the website for a panel, and has been accepted, the panel will show a green check mark as shown in the screen shot below. At this point, the photo for that panel is saved permanently in Toyota's records with a date stamp unless you return to the website and delete the photo later. You may exit the website at this point and the photos will be saved. You don't need to fully submit and get a pre-approval code on the web submission to save the photo(s). E.g., a preliminary estimate is not required. The website can be accessed later (post-expiration) to submit a preliminary estimate. Also, note that the photo retention functionality in the website does not provide exemption from warranty policy 8.1 and 8.2.
Green check means photos are "saved"
© 2022 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 Z K G - D - P a g e | 14 Loaner Vehicle Reimbursement Procedure The cost of providing a loaner vehicle for the period that the vehicle is undergoing repairs though Toyota Rent-A-Car (TRAC) may be claimed at a maximum rate of $42.00 per day as sublet type "RT". The maximum allowable claimable days should follow the table below.

Total "Body" + "Paint" Labor Hours from Body Shop Invoice 0-3 4-8 9-16 17-24 25-32 33-40 41-48 49-56 57-64 65-72 73-80 81-88 89-96 97-104 105-112 113-120

Maximum Claimable Loaner Vehicle Days
0 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17

· 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.
· Rental invoice MUST be attached to all rental claims. These claims may be subject to debit if rental invoice
is not attached.

Customer Reimbursement Reimbursement consideration instructions will be included in the owner letter.

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

TOYOTA

Toyota Motor Sales, USA, Inc. 6565 Headquarters Drive

Plano, TX 75024 (469) 292-4000

[VIN]

A CUSTOMER SUPPORT PROGRAM NOTIFICATION
Paint Peeling (Vehicles Painted with Factory-Applied Blizzard Pearl or Super White Paint)

Dear Toyota Owner:
At Toyota, we provide vehicles of outstanding quality and value. As part of our continuing efforts to ensure customer satisfaction, Toyota would like to notify you of a voluntary Customer Support Program that has been initiated for your vehicle.
Toyota has received reports of paint peeling on certain vehicles with the original factory-applied Blizzard Pearl
E or Super White paint colors. These reports indicate that vehicles with these specific paint colors, applied
during the vehicle manufacturing process, may experience paint peeling on any exterior metal body panels.
This Customer Support Program provides coverage for involved vehicles with the original factory Blizzard Pearl
L or Super White paint. The covered condition may occur when sunlight over time degrades the adhesion
between the factory-applied paint primer coat layer and the base metal electrodeposition layer causing the paint to peel from the metal body panel.
P What should you do?
At this time, Toyota is working on a repair for this Customer Support Program. However, we want you to know your vehicle is included in this program and that the repair under this program is forthcoming. Reimbursement may also be available if you have previously paid for repairs involving this condition prior to September 26, 2019.
M We will send you another owner notification letter once the repair under this Customer Support Program is
available for your vehicle. If you have not experienced the condition described, there is no action necessary at
SA this time. Please retain a copy of this letter for future reference.

What if you have other questions?
· Refer to the Frequently Asked Questions sheet included with this letter. · Customers with additional questions or concerns are asked to please contact the Toyota Customer
Experience Center (1-888-270-9371) - Monday through Friday, 7:00 am to 7:00 pm, Saturday 7:00 am to 4:30 pm Central Time.
A If you would like to update your vehicle ownership or contact information, please visit
www.toyota.com/owners .You will need your full 17-digit Vehicle Identification Number (VIN) to input the new information.
What if you have previously paid for repairs to your vehicle for this specific condition? Please note: Once the repair is finalized and available, an authorized Toyota dealer inspection is required under this Customer Support Program. The authorized Toyota dealer will confirm the condition and affected areas for coverage under the program.
In the interest of customer satisfaction, if you have previously paid for repairs related to this condition prior to September 26, 2019, 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:
E Note that the expense must have been incurred prior to September 26, 2019. Toyota does not reimburse for
expenses incurred after September 26, 2019.
L Toyota Customer Experience Center - TSR Toyota Motor Sales, USA, Inc. c/o Toyota Motor North America, Inc. P O Box 259001 SSC/CSP Reimbursements
PPlano, Texas 75025-9001
Please refer to the attached Reimbursement Checklist for required documentation details.
M 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.
Thank you for driving a Toyota.
A Sincerely, STOYOTA MOTOR SALES, U.S.A., INC.

TOYOTA

CUSTOMER SUPPORT PROGRAM FREQUENTLY ASKED QUESTIONS

Q1: Is this a recall?

A1:
Q2: A2:

A 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.
Why is Toyota notifying me now if Toyota is not ready to implement the repair for this Customer Support Program? In the interests of customer satisfaction, Toyota is notifying you about this condition and that Toyota

Q3: A3:
Q4: A4: Q5: A5:

is working on a repair. If the condition does occur or currently exists with your covered vehicle, a repair will be provided at no cost to you in accordance with the terms of the Customer Support Program once preparations for the repair are completed for this Customer Support Program. There is no need to contact your dealer for confirmation of the condition or diagnosis until the repair preparations for this program are complete.
E When does Toyota anticipate the repair will be ready?
Toyota is currently working on the repair procedures and necessary materials to complete the repair for the affected vehicles and we anticipate that this may take several months. Once those preparations are complete, any vehicle exhibiting the condition will be eligible to receive a repair under the terms
L of this Customer Support Program.
At that time, Toyota will begin notifying customers that repairs are ready to be performed under this program through a second letter. Letters will be sent over several months. At that point, if the you
P experience or have experienced the condition, you should contact your local authorized Toyota
dealership for diagnosis. If the condition is verified, the dealer will arrange to have the repair performed FREE OF CHARGE in accordance with the terms of this Customer Support Program.
Do I need to wait until I actually receive a second owner notification letter before visiting a dealer to receive a repair?
M No. As soon as the repair under this this Customer Support Program begins, you should visit any
authorized Toyota dealer for diagnosis if your vehicle is exhibiting the condition and, if applicable, repair.
Can I be reimbursed if I previously paid for repairs related to factory-applied paint peeling from my
A vehicle due to this condition?
Customers who have already paid for repairs related to this condition may qualify for reimbursement of some, or all, of their out of pocket costs. The expense must have been incurred prior to September
S26, 2019, and sufficient documentation submitted, to qualify for reimbursement. Toyota will not

reimburse for out of pocket costs incurred after September 26, 2019.

Q6: What should I do if the factory-applied Blizzard Pearl or Super White paint is currently peeling from this condition?
A6: Toyota is currently working on the repair for this condition under this program. Toyota recommends that you wait until the repair has been launched because dealers are not yet ready to perform the repair. We will begin sending the second owner notification letter as soon as the repair for this Customer Support Program is ready.

Q7: A7:

A What is involved in the repair?
Toyota is still developing the repair and the specific details of the repair covered under this program have not been finalized yet. However, the repair will be limited to repainting the specific area of the vehicle's exterior affected by the condition.
Please note, as the program is still under development, the above details are still subject to change.

Q8: A8:
Q9: A9:

When Toyota launches the repair for this Customer Support Program, the specific details of the repair covered under this program will be provided.

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.

E Which factory-applied paints are covered by this Customer Support Program?
The factory-applied Blizzard Pearl (Toyota paint code 070) and Super White (Toyota paint code 040)
L paint on the vehicle's exterior metal body panels are covered by this program.

Q9a:
SAMP A9a:

Is the factory-applied paint on plastic body panels covered by this Customer Support Program? No. Factory-applied paint on plastic body panels (for example: a plastic bumper cover) is not covered. Only the factory-applied Blizzard Pearl (Toyota paint code 070) and Super White (Toyota paint code 040) paint on the vehicle's exterior metal body panels are covered by this program. Plastic body panels are not covered by this program because plastic body panels do not have the base metal electrodeposition layer that is affected by this condition.

TOYOTA

Toyota Motor Sales, USA, Inc. 6565 Headquarters Drive

Plano, TX 75024 (469) 292-4000

[VIN]

B CUSTOMER SUPPORT PROGRAM NOTIFICATION
Paint Peeling (Vehicles Painted with Factory-Applied Blizzard Pearl or Super White Paint)

Dear Toyota Owner:
At Toyota, we provide vehicles of outstanding quality and value. You previously received a notice from Toyota informing you that your vehicle is included in this Customer Support Program and that the repair for your vehicle is forthcoming. This notice is to inform you that the repair is now available for your vehicle.
Toyota has received reports of paint peeling on certain vehicles with the original factory-applied Blizzard Pearl
E or Super White paint colors. These reports indicate that vehicles with these specific paint colors, applied
during the vehicle manufacturing process, may experience paint peeling on any exterior metal body panels.
This Customer Support Program provides coverage for involved vehicles with the original factory Blizzard Pearl
L or Super White paint. The covered condition may occur when sunlight over time degrades the adhesion
between the factory-applied paint primer coat layer and the base metal electrodeposition layer causing the paint to peel from the metal body panel. If the condition is verified, the specific panel affected will be repainted.
P Note:
Damage to the vehicle exterior (such as collision damage, deep scratches, dents, etc..) may prevent a repair facility from performing the paint repair covered by this Customer Support Program.
This Customer Support Program does not cover repair of such damage.
M If any damage must be repaired prior to performing the paint repair covered by this Customer Support
Program, the dealer may offer to repair the damage at the customer's expense.
A Examples of damage that might prevent paint repair are:
· Collision damage. · Dents.
S· Deep scratches.

· Deep rock chips.

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.

Primary Coverage
Applicable until December 11, 2022

Secondary Coverage
(After Primary Coverage ends)
Applicable for 10 years from the vehicle's date of first use regardless of mileage.

What should you do?
B 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, please contact any authorized Toyota dealer and make arrangements for diagnosis and, if applicable, repair.
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.
E · Customers with additional questions or concerns are asked to please contact the Toyota Customer Experience Center (1-888-270-9371) - Monday through Friday, 7:00 am to 7:00 pm, Saturday 7:00 am to 4:30 pm Central Time.
L If you would like to update your vehicle ownership or contact information, please visit
www.toyota.com/owners. You will need your full 17-digit Vehicle Identification Number (VIN) to input the new information.
What if you have previously paid for repairs to your vehicle for this specific condition?
P Please note, an authorized Toyota dealer inspection is required under this Customer Support Program. The
authorized Toyota dealer will confirm the condition and affected areas for coverage under the program.
In the interest of customer satisfaction, if you have previously paid for repairs related to this condition prior to September 26, 2019, please mail a copy of your repair details (for example: a repair order), proof-of-payment,
M and ownership information to the following address for reimbursement consideration:
Note that the expense must have been incurred prior to September 26, 2019. Toyota does not reimburse for expenses incurred after September 26, 2019.
AToyota Customer Experience Center - TSR Toyota Motor Sales, USA, Inc.
S 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.

Thank you for driving a Toyota.

Sincerely,

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

SAMPLE

Note:

Damage to the vehicle exterior (such as collision damage, deep scratches, dents, etc..) may prevent a repair facility from performing the paint repair covered by this Customer Support Program.
This Customer Support Program does not cover repair of such damage.
If any damage must be repaired prior to performing the paint repair
E covered by this Customer Support Program, the dealer may offer to
repair the damage at the customer's expense.
Examples of damage that might prevent paint repair are:
L · Collision damage.
· Dents. · Deep scratches. · Deep rock chips.

P · The Primary Coverage will be offered until December 11, 2022,
regardless of mileage.
· After the Primary Coverage, the Secondary Coverage is applicable
for 10 years from the date of first use, regardless of mileage.

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

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
A Owner's Warranty Information booklet.

*Please see your Toyota dealer for additional details

VIN#

S Date of First Use

A voluntary Customer Support Program has been initiated for your vehicle

TOYOTA

CUSTOMER SUPPORT PROGRAM FREQUENTLY ASKED QUESTIONS

Q1: Is this a recall?

A1:
Q2: A2:

B 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.
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 you have not experienced the condition, please tear off the sheet included in the owner letter

Q3: A3:
Q4: A4:
Q5:

and insert it into your Owner's Warranty Information Booklet for future reference.

Q3a:
L A3a:

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.

P What is involved in the repair:
If the condition is verified as being in accordance with the terms of the program, the specific panel affected will be repainted. Your vehicle will not be completely repainted under this program.

Q10a: May the affected panel be repainted with a new color different from the factory-applied color?
M A10a: No. The affected panel will be repainted to match the current color of the vehicle's factoryapplied Blizzard Pearl or Super White paint.

For example, if your vehicle was factory painted with Super White paint, the affected panel will
Abe painted to match the current color of the vehicle's factory-applied Super White paint. The
panel may not be repainted with any other color such as Blizzard Pearl, orange, blue, grey, etc.

SHow long will the repair take?

A5: Depending upon the location and extent of the peeling condition on your vehicle, the repair time for

your vehicle can vary (for example: between approximately 1 day and 2 weeks). Once the peeling

condition covered by this program has been verified on your vehicle, your authorized Toyota dealer

will advise you about the necessary repair time. If the repair is estimated to exceed 4 hours, a loaner

vehicle may be provided for the period that your vehicle is undergoing repair.

Q6: Which factory-applied paints are covered by this Customer Support Program? A6: The factory-applied Blizzard Pearl (Toyota paint code 070) and Super White (Toyota paint code 040)
paint on the vehicle's exterior metal body panels are covered by this program.

Q7: Is the paint on plastic body panels covered by this Customer Support Program?

A7: No. Factory-applied paint on plastic body panels (for example: a plastic bumper cover) is not covered.

Q8:

B Only factory-applied Blizzard Pearl (Toyota paint code 070) and Super White (Toyota paint code 040)
paint on the vehicle's exterior metal body panels are covered by this program. Plastic body panels are not covered by this program because plastic body panels do not have a base metal electrodeposition layer and are; therefore, not affected.
Can I be reimbursed if I previously paid for repairs related to factory-applied paint peeling from my

A8:
Q9: A9:

vehicle due to this condition? Customers who have already paid for repairs related to this condition may qualify for reimbursement of some, or all, of their out of pocket costs. The expense must have been incurred prior to September 26, 2019, and sufficient documentation submitted, to qualify for reimbursement. Toyota will not reimburse for out of pocket costs incurred after September 26, 2019. Customer reimbursement instructions will be included in the owner letter.
E What if my vehicle's paint is peeling from this condition, but my vehicle has damage that requires repair
prior to repairing the peeling condition. This Customer Support Program only provides the coverage described above. This program does not
L cover the repair of damage (e.g. collision damage, dents, etc..) which may be required to complete
the Customer Support Program repair. Some dealers may be willing to repair damage needed to complete this Customer Support Program. If your dealer is willing to do so, you will be responsible for any costs associated with the damage repair. If you elect not to repair the damage, the dealer may
SAMP indicate that they are not able to complete the Customer Support Program repair.

TOYOTA
Toyota Motor Sales, USA, Inc. 6565 Headquarters Drive Plano, TX 75024 (469) 292-4000
C CUSTOMER SUPPORT PROGRAM NOTIFICATION
Paint Peeling (Vehicles Painted with Factory-Applied Blizzard Pearl or Super White Paint)
[VIN]
Dear Toyota Owner:
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.
Toyota has received reports of paint peeling on certain vehicles with the original factory-applied Blizzard Pearl
E or Super White paint colors. These reports indicate that vehicles with these specific paint colors, applied
during the vehicle manufacturing process, may experience paint peeling on any exterior metal body panels.
This Customer Support Program provides coverage for involved vehicles with the original factory Blizzard Pearl
L or Super White paint. The covered condition may occur when sunlight over time degrades the adhesion
between the factory-applied paint primer coat layer and the base metal electrodeposition layer causing the paint to peel from the metal body panel. If the condition is verified, the specific panel affected will be
SAMP repainted.

Note: Damage to the vehicle exterior (such as collision damage, deep scratches, dents, etc..) may prevent a repair facility from performing the paint repair covered by this Customer Support Program.

This Customer Support Program does not cover repair of such damage.

If any damage must be repaired prior to performing the paint repair covered by this Customer Support

Program, the dealer may offer to repair the damage at the customer's expense.
Examples of damage that might prevent paint repair are: · Collision damage. · Dents. · Deep scratches.

· Deep rock chips.
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.
*Only authorized Toyota dealerships are authorized to confirm if the paint peeling condition is covered by this program. However, after confirming that the paint peeling condition is covered by this program, the authorized
E Toyota dealership may choose to coordinate to have the repainting repair performed by a non-Toyota repair SAMPL facility (e.g. third-party collision repair facility, body shop, etc.).

Primary Coverage
Applicable until December 11, 2022

Secondary Coverage
(After Primary Coverage ends)
Applicable for 10 years from the vehicle's date of first use regardless of mileage.

What should you do?

C 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, please contact any authorized Toyota dealer and make arrangements for diagnosis and, if applicable, repair.
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 Customer
Experience Center (1-888-270-9371) - Monday through Friday, 7:00 am to 7:00 pm, Saturday 7:00 am to
E 4:30 pm Central Time.
If you would like to update your vehicle ownership or contact information, please visit
L www.toyota.com/owners. You will need your full 17-digit Vehicle Identification Number (VIN) to input the new
information.
What if you have previously paid for repairs to your vehicle for this specific condition? Please note, an authorized Toyota dealer inspection is required under this Customer Support Program. The
P authorized Toyota dealer will confirm the condition and affected areas for coverage under the program.
In the interest of customer satisfaction, if you have previously paid for repairs related to this condition prior to August 8, 2020, 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:
M Note that the expense must have been incurred prior to August 8, 2020. Toyota does not reimburse for
expenses incurred after August 8, 20120.
AToyota Customer Experience Center - TSR Toyota Motor Sales, USA, Inc. c/o Toyota Motor North America, Inc.
S 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. Thank you for driving a Toyota. Sincerely, TOYOTA MOTOR SALES, U.S.A., INC.
SAMPLE

Remove at perforation and place in the back of your owner's manual Customer Support Program Details
This Customer Support Program provides coverage for affected vehicles with the original factory Blizzard Pearl or Super White paint. The covered condition may occur when sunlight over time degrades the adhesion between the factory-applied paint primer coat layer and the base metal electrodeposition layer causing the paint to peel from the metal body panel. If the condition is verified, the specific panel affected will be repainted*.
Note: Damage to the vehicle exterior (such as collision damage, deep scratches, dents, etc..) may prevent a repair facility from performing the paint repair covered by this Customer Support Program.
This Customer Support Program does not cover repair of such damage.
If any damage must be repaired prior to performing the paint repair
E covered by this Customer Support Program, the dealer may offer to
repair the damage at the customer's expense.
Examples of damage that might prevent paint repair are:
L · Collision damage.
· Dents. · Deep scratches. · Deep rock chips.
P · The Primary Coverage will be offered until December 11, 2022, regardless of mileage. · After the Primary Coverage, the Secondary Coverage is applicable
for 10 years from the date of first use, regardless of mileage.
M Please note that this coverage is for work performed at an authorized
Toyota dealer only.
*Please see your Toyota dealer for additional details
This coverage is for work performed at an authorized Toyota dealer only**. It is subject to the
A same terms and conditions set forth in the New Vehicle Limited Warranty Section of the
Owner's Warranty Information booklet.
**Only authorized Toyota dealerships are authorized to confirm if the paint peeling condition
Sis covered by this program. However, after confirming that the paint peeling condition is
covered by this program, the authorized Toyota dealership may choose to coordinate to have the repainting repair performed by a non-Toyota repair facility (e.g. third-party collision repair facility, body shop, etc.).
VIN# Date of First Use

A voluntary Customer Support Program has been initiated for your vehicle

TOYOTA

CUSTOMER SUPPORT PROGRAM FREQUENTLY ASKED QUESTIONS

Q1: Is this a recall?

A1: No. This is not a recall. At Toyota, we are dedicated to providing vehicles of outstanding quality and

Q2: A2:

C value. As part of our continual efforts to help ensure customer satisfaction, Toyota is advising you of
this Customer Support Program.
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 you have not experienced the condition, please tear off the sheet included in the owner letter

Q3: A3:
Q4: A4:

and insert it into your Owner's Warranty Information Booklet for future reference.

What should I do if the factory-applied Blizzard Pearl or Super White paint is currently peeling from this condition? If you believe that you have experienced the condition described in this Customer Support Program, contact your local Toyota dealer for appropriate diagnosis and repair. If the condition is verified as
E being in accordance with the terms of the program, the repair will be performed FREE OF CHARGE.
Note that after confirming that the paint peeling condition is covered by this program, the authorized Toyota dealership may choose to coordinate to have the repainting repair performed by a non-Toyota repair facility (e.g. third-party collision repair facility, body shop, etc).

L Q3a: P A3a:

What is involved in the repair? If the condition is verified as being in accordance with the terms of the program, the specific panel
M affected will be repainted. Your vehicle will not be completely repainted under this program.

Q4a: A4a:

May the affected panel be repainted with a new color different from the factory-applied color? No. The affected panel will be repainted to match the current color of the vehicle's factoryapplied Blizzard Pearl or Super White paint.

AFor example, if your vehicle was factory painted with Super White paint, the affected panel will
be painted to match the current color of the vehicle's factory-applied Super White paint. The
Spanel may not be repainted with any other color such as Blizzard Pearl, orange, blue, grey,

etc.

Q5: How long will the repair take? A5: Depending upon the location and extent of the peeling condition on your vehicle, the repair time for
your vehicle can vary (for example: between approximately 1 day and 2 weeks). Once the peeling condition covered by this program has been verified on your vehicle, your authorized Toyota dealer will advise you about the necessary repair time. If the repair is estimated to exceed 4 hours, a loaner vehicle may be provided for the period that your vehicle is undergoing repair.

Q6: A6:
Q7:

C Which factory-applied paints are covered by this Customer Support Program?
The factory-applied Blizzard Pearl (Toyota paint code 070) and Super White (Toyota paint code 040) paint on the vehicle's exterior metal body panels are covered by this program.
Is the paint on plastic body panels covered by this Customer Support Program?

A7: No. Factory-applied paint on plastic body panels (for example: a plastic bumper cover) is not covered.

Q8: A8:
Q9: A9:

Only factory-applied Blizzard Pearl (Toyota paint code 070) and Super White (Toyota paint code 040) paint on the vehicle's exterior metal body panels are covered by this program. Plastic body panels are not covered by this program because plastic body panels do not have a base metal electrodeposition layer and are; therefore, not affected.
Can I be reimbursed if I previously paid for repairs related to factory-applied paint peeling from my
E vehicle due to this condition?
Customers who have already paid for repairs related to this condition may qualify for reimbursement of some, or all, of their out of pocket costs. The expense must have been incurred prior to August 8, 2020, and sufficient documentation submitted, to qualify for reimbursement. Toyota will not reimburse
L for out of pocket costs incurred after August 8, 2020. Customer reimbursement instructions will be
included in the owner letter.
What if my vehicle's paint is peeling from this condition, but my vehicle has damage that requires repair
P prior to repairing the peeling condition.
This Customer Support Program only provides the coverage described above. This program does not cover the repair of damage (e.g. collision damage, dents, etc..) which may be required to complete the Customer Support Program repair. Some dealers may be willing to repair damage needed to complete this Customer Support Program. If your dealer is willing to do so, you will be responsible for any costs associated with the damage repair. If you elect not to repair the damage, the dealer may
SAM indicate that they are not able to complete the Customer Support Program repair.

TOYOTA
Toyota Motor Sales, USA, Inc. 6565 Headquarters Drive Plano, TX 75024 (469) 292-4000
D CUSTOMER SUPPORT PROGRAM NOTIFICATION
Paint Peeling (Vehicles Painted with Factory-Applied Blizzard Pearl or Super White Paint)
[VIN]
Dear Toyota Owner:
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.
Toyota has received reports of paint peeling on certain vehicles with the original factory-applied Blizzard Pearl
E or Super White paint colors. These reports indicate that vehicles with these specific paint colors, applied
during the vehicle manufacturing process, may experience paint peeling on any exterior metal body panels.
This Customer Support Program provides coverage for involved vehicles with the original factory Blizzard Pearl
L or Super White paint. The covered condition may occur when sunlight over time degrades the adhesion
between the factory-applied paint primer coat layer and the base metal electrodeposition layer causing the paint to peel from the metal body panel. If the condition is verified, the specific panel affected will be
SAMP repainted.

Note: Damage to the vehicle exterior (such as collision damage, deep scratches, dents, etc..) may prevent a repair facility from performing the paint repair covered by this Customer Support Program.

This Customer Support Program does not cover repair of such damage.

If any damage must be repaired prior to performing the paint repair covered by this Customer Support

Program, the dealer may offer to repair the damage at the customer's expense.
Examples of damage that might prevent paint repair are: · Collision damage. · Dents. · Deep scratches.

Primary Coverage
Applicable until December 11, 2022

Secondary Coverage
(After Primary Coverage ends)
Applicable for 10 years from the vehicle's date of first use regardless of mileage.

What should you do?

D 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, please contact any authorized Toyota dealer and make arrangements for diagnosis and, if applicable, repair.
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 Customer
Experience Center (1-888-270-9371) - Monday through Friday, 7:00 am to 7:00 pm, Saturday 7:00 am to
E 4:30 pm Central Time.
If you would like to update your vehicle ownership or contact information, please visit
L www.toyota.com/owners. You will need your full 17-digit Vehicle Identification Number (VIN) to input the new
information.
What if you have previously paid for repairs to your vehicle for this specific condition? Please note, an authorized Toyota dealer inspection is required under this Customer Support Program. The
P authorized Toyota dealer will confirm the condition and affected areas for coverage under the program.
In the interest of customer satisfaction, if you have previously paid for repairs related to this condition prior to December 18, 2020, 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:
M Note that the expense must have been incurred prior to December 18, 2020. Toyota does not reimburse for
expenses incurred after August 8, 2020.
AToyota Customer Experience Center - TSR Toyota Motor Sales, USA, Inc. c/o Toyota Motor North America, Inc.
S 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. Thank you for driving a Toyota. Sincerely, TOYOTA MOTOR SALES, U.S.A., INC.
SAMPLE

A voluntary Customer Support Program has been initiated for your vehicle

TOYOTA

CUSTOMER SUPPORT PROGRAM FREQUENTLY ASKED QUESTIONS

Q1: Is this a recall?

A1: No. This is not a recall. At Toyota, we are dedicated to providing vehicles of outstanding quality and

Q2: A2:

D value. As part of our continual efforts to help ensure customer satisfaction, Toyota is advising you of
this Customer Support Program.
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 you have not experienced the condition, please tear off the sheet included in the owner letter

Q3: A3:
Q4: A4:

and insert it into your Owner's Warranty Information Booklet for future reference.

L Q3a: P A3a:

Q4a: A4a:

etc.

Q6: A6:
Q7:

D Which factory-applied paints are covered by this Customer Support Program?
The factory-applied Blizzard Pearl (Toyota paint code 070) and Super White (Toyota paint code 040) paint on the vehicle's exterior metal body panels are covered by this program.
Is the paint on plastic body panels covered by this Customer Support Program?

A7: No. Factory-applied paint on plastic body panels (for example: a plastic bumper cover) is not covered.

Q8: A8:
Q9: A9:

Only factory-applied Blizzard Pearl (Toyota paint code 070) and Super White (Toyota paint code 040) paint on the vehicle's exterior metal body panels are covered by this program. Plastic body panels are not covered by this program because plastic body panels do not have a base metal electrodeposition layer and are; therefore, not affected.
Can I be reimbursed if I previously paid for repairs related to factory-applied paint peeling from my
E vehicle due to this condition?
Customers who have already paid for repairs related to this condition may qualify for reimbursement of some, or all, of their out of pocket costs. The expense must have been incurred prior to December 18, 2020, and sufficient documentation submitted, to qualify for reimbursement. Toyota will not
L reimburse for out of pocket costs incurred after December 18, 2020. Customer reimbursement
instructions will be included in the owner letter.
What if my vehicle's paint is peeling from this condition, but my vehicle has damage that requires repair
P prior to repairing the peeling condition?
This Customer Support Program only provides the coverage described above. This program does not cover the repair of damage (e.g. collision damage, dents, etc.) which may be required to complete the Customer Support Program repair. Some dealers may be willing to repair damage needed to complete this Customer Support Program. If your dealer is willing to do so, you will be responsible for any costs associated with the damage repair. If you elect not to repair the damage, the dealer may indicate that
SAM they are not able to complete the Customer Support Program repair.

TOYOTA

Toyota Motor Sales, USA, Inc.

6565 Headquarters Drive

Plano, TX 75024

[VIN]

(469) 292-4000
F CUSTOMER SUPPORT PROGRAM ZKG NOTIFICATION
Paint Peeling (Vehicles Painted with Factory-Applied Blizzard Pearl or Super White Paint)

Dear Toyota Owner:
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.
Toyota has received reports of paint peeling on certain vehicles with the original factory-applied Blizzard Pearl
E or Super White paint colors. These reports indicate that vehicles with these specific paint colors, applied
during the vehicle manufacturing process, may experience paint peeling on any exterior metal body panels.
L This Customer Support Program provides coverage for involved vehicles with the original factory Blizzard Pearl
or Super White paint. The covered condition may occur when sunlight over time degrades the adhesion between the factory-applied paint primer coat layer and the base metal electrodeposition layer causing the paint to peel from the metal body panel. If the condition is verified, the specific panel affected will be
SAMP repainted.

Note: Damage to the vehicle exterior (such as collision damage, deep scratches, dents, etc..) may prevent a repair facility from performing the paint repair covered by this Customer Support Program.

This Customer Support Program does not cover repair of such damage.

If any damage must be repaired prior to performing the paint repair covered by this Customer Support

Program, the dealer may offer to repair the damage at the customer's expense.
Examples of damage that might prevent paint repair are: · Collision damage. · Dents. · Deep scratches.

· Deep rock chips.
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.
*Only authorized Toyota dealerships are authorized to confirm if the paint peeling condition is covered by this
E program. However, after confirming that the paint peeling condition is covered by this program, the authorized
Toyota dealership may choose to coordinate to have the repainting repair performed by a non-Toyota repair
SAMPL facility (e.g. third-party collision repair facility, body shop, etc.).

Primary Coverage
Applicable until November 4, 2024

Secondary Coverage
(After Primary Coverage ends)
Applicable for 10 years from the vehicle's date of first use regardless of mileage.

What should you do?
F 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, please contact any authorized Toyota dealer and make arrangements for diagnosis and, if applicable, repair.
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
E Engagement Center (1-888-270-9371) - 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
L www.toyota.com/owners. You will need your full 17-digit Vehicle Identification Number (VIN) to input the new
information.
What if you have previously paid for repairs to your vehicle for this specific condition?
P Please note, an authorized Toyota dealer inspection is required under this Customer Support Program. The
authorized Toyota dealer will confirm the condition and affected areas for coverage under the program.
In the interest of customer satisfaction, if you have previously paid for repairs related to this condition prior to November 12, 2022, 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:
M Note that the expense must have been incurred prior to November 12, 2022. Toyota does not reimburse for
expenses incurred after November 12, 2022.
AToyota Brand Engagement Center - TSR Toyota Motor Sales, USA, Inc. c/o Toyota Motor North America, Inc.
S 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. Thank you for driving a Toyota. Sincerely, TOYOTA MOTOR SALES, U.S.A., INC.
SAMPLE

Remove at perforation and place in the back of your owner's manual Customer Support Program ZKG Details
This Customer Support Program provides coverage for affected vehicles with the original factory Blizzard Pearl or Super White paint. The covered condition may occur when sunlight over time degrades the adhesion between the factory-applied paint primer coat layer and the base metal electrodeposition layer causing the paint to peel from the metal body panel. If the condition is verified, the specific panel affected will be repainted*.
Note: Damage to the vehicle exterior (such as collision damage, deep scratches, dents, etc..) may prevent a repair facility from performing the paint repair covered by this Customer Support Program.
This Customer Support Program does not cover repair of such damage.
If any damage must be repaired prior to performing the paint repair
E covered by this Customer Support Program, the dealer may offer to
repair the damage at the customer's expense.
L Examples of damage that might prevent paint repair are: · Collision damage. · Dents. · Deep scratches. · Deep rock chips.
P · The Primary Coverage will be offered until November 4, 2024, regardless of mileage. · After the Primary Coverage, the Secondary Coverage is applicable
for 10 years from the date of first use, regardless of mileage.
M Please note that this coverage is for work performed at an authorized
Toyota dealer only.
*Please see your Toyota dealer for additional details
This coverage is for work performed at an authorized Toyota dealer only**. It is subject to the
A same terms and conditions set forth in the New Vehicle Limited Warranty Section of the
Owner's Warranty Information booklet.
**Only authorized Toyota dealerships are authorized to confirm if the paint peeling condition
Sis covered by this program. However, after confirming that the paint peeling condition is
covered by this program, the authorized Toyota dealership may choose to coordinate to have the repainting repair performed by a non-Toyota repair facility (e.g. third-party collision repair facility, body shop, etc.).
VIN# Date of First Use

A voluntary Customer Support Program has been initiated for your vehicle

TOYOTA

CUSTOMER SUPPORT PROGRAM FREQUENTLY ASKED QUESTIONS

Q1: Is this a recall?

A1:
Q2: A2:

F 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.
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

Q3: A3:
Q4: A4:

above. If you have not experienced the condition, please tear off the sheet included in the owner letter and insert it into your Owner's Warranty Information Booklet for future reference.

L Q3a: P A3a:

Q4a:
A A4a:

For example, if your vehicle was factory painted with Super White paint, the affected panel will be painted to match the current color of the vehicle's factory-applied Super White paint. The
Spanel may not be repainted with any other color such as Blizzard Pearl, orange, blue, grey,

etc.

Q5: How long will the repair take?

A5: Depending upon the location and extent of the peeling condition on your vehicle, the repair time for

your vehicle can vary (for example: between approximately 1 day and 2 weeks). Once the peeling

condition covered by this program has been verified on your vehicle, your authorized Toyota dealer

will advise you about the necessary repair time. If the repair is estimated to exceed 4 hours, a loaner

vehicle may be provided for the period that your vehicle is undergoing repair.

Q6: A6:
Q7:

F Which factory-applied paints are covered by this Customer Support Program?
The factory-applied Blizzard Pearl (Toyota paint code 070) and Super White (Toyota paint code 040) paint on the vehicle's exterior metal body panels are covered by this program.
Is the paint on plastic body panels covered by this Customer Support Program?

A7:
Q8: A8:
Q9: A9:

No. Factory-applied paint on plastic body panels (for example: a plastic bumper cover) is not covered. Only factory-applied Blizzard Pearl (Toyota paint code 070) and Super White (Toyota paint code 040) paint on the vehicle's exterior metal body panels are covered by this program. Plastic body panels are not covered by this program because plastic body panels do not have a base metal electrodeposition layer and are; therefore, not affected.
E Can I be reimbursed if I previously paid for repairs related to factory-applied paint peeling from my
vehicle due to this condition? Customers who have already paid for repairs related to this condition may qualify for reimbursement of some, or all, of their out of pocket costs. The expense must have been incurred prior to November
L 12, 2022, and sufficient documentation submitted, to qualify for reimbursement. Toyota will not
reimburse for out of pocket costs incurred after November 12, 2022. Customer reimbursement instructions will be included in the owner letter.
What if my vehicle's paint is peeling from this condition, but my vehicle has damage that requires repair
P prior to repairing the peeling condition?
This Customer Support Program only provides the coverage described above. This program does not cover the repair of damage (e.g. collision damage, dents, etc.) which may be required to complete the Customer Support Program repair. Some dealers may be willing to repair damage needed to complete this Customer Support Program. If your dealer is willing to do so, you will be responsible for any costs
M associated with the damage repair. If you elect not to repair the damage, the dealer may indicate that SA they are not able to complete the Customer Support Program repair.

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