2011-2017 Model Year Tacoma Coverage for Vehicle Frame Corrosion Perforation CSP ZKA

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2011-2017 Model Year Tacoma Coverage for Vehicle Frame Corrosion Perforation CSP ZKA

In our continuing efforts to ensure the best in customer satisfaction, Toyota is announcing a Customer Support Program to provide coverage for vehicle frame corrosion perforation on 2011 – 2017 model year Tacoma vehicles.

Background:
Toyota has received a number of reports regarding vehicle frame corrosion perforation on certain 2011-2017 model year Tacoma vehicles. These reports have indicated that these vehicles, when operated in specific cold climate areas (Cold Climate States 1 ) with high road salt usage, or exposed to other environmental factors, may exhibit more-than-normal corrosion to the vehicle’s frame.

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

Although perforation of the vehicle’s frame is covered by Toyota’s New Vehicle Limited Warranty for 3 years or 36,000 miles (whichever comes first), we at Toyota care about the customers’ ownership experience. Toyota is providing coverage for repairs related to vehicle frame corrosion perforation

A separate program will be announced in the future and will include CRC (Corrosion Resistant Compound) application. Toyota is currently preparing parts and approvals for the CRC application process. CRC application will be covered under a separate Limited Service Campaign (LSC K0D) for a period of two years and will only be available for vehicles registered/regularly operated in the Cold Climate States that do not meet vehicle frame replacement criteria. This Limited Service Campaign has not yet launched at the time of this publication. Toyota expects to launch K0D in phases beginning in the Fall of 2019. The expected schedule can be seen in the chart below.

Customer Support Program Details:
This Customer Support Program provides coverage as it applies to the vehicle’s frame. The specific condition covered by this program is vehicle frame corrosion perforation. If the condition is verified, the vehicle will be repaired with a new frame under the terms of this Customer Support Program.

Cold Climate State Vehicles*
Warm Climate State Vehicles
Coverage =12 years from the Date of First Use (DOFU) with no mileage limitation

This coverage is for work performed at an authorized Toyota dealer only. It is subject to the same terms and conditions set forth in the New Vehicle Limited Warranty Section of the Owner’s Warranty Information booklet. For example, damage from abuse, an accident, theft and/or vandalism is not covered.

*All cold climate state vehicles are eligible for CSP ZKA until the expiration of LSC K0D.

Once campaign K0D expires, if a cold climate state vehicle has not had LSC K0D performed, the vehicle will no longer be eligible for ZKA and will be marked as expired under ZKA.

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

* For warm climate states, if the vehicle’s frame passes Toyota’s inspection criteria, no further action is required.

* For Cold Climate States (District of Columbia (DC), CT, DE, IL, IN, KY, MA, MD, ME, MI, MN, NH, NJ, NY, OH, PA, RI, VA, VT, WI, and WV), if the vehicle’s frame passes Toyota’s inspection criteria, the vehicle may be eligible, in the future, to have Corrosion Resistant Compound (CRC) protection applied. This will be applied under a separate Limited Service Campaign (LSC – K0D).

* For all states and territories, if the vehicle’s frame meets or exceeds the standard for frame replacement, the frame will be replaced FREE OF CHARGE to the customer for the coverage period.

Covered Vehicles:
There are approximately 1,102,200 vehicles covered by this Customer Support Program. Approximately 17,100 vehicles involved in this Customer Support Program were distributed to Puerto Rico.

Owner Letter Mailing Date:
Toyota will begin to notify owners in early September 2019 and will be mailed over several months. A sample of the owner notification letters has been included for your reference.


Frequently Asked Questions

What is the condition?

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

What is Toyota going to do?
Toyota will send, starting in September 2019, an owner notification by first class mail advising owners of this Customer Support Program.

If the owner experiences the condition described above, they should contact their local, authorized Toyota dealership for diagnosis. If the vehicle’s frame exhibits significant corrosion perforation based on Toyota inspection criteria, the dealer will replace the vehicle’s frame with a new one FREE OF CHARGE to the customer. If the vehicle’s frame does not display significant rust perforation based on Toyota inspection criteria, the dealer may, if available, apply CRC (Corrosion Resistant Compound) to the vehicle’s frame FREE OF CHARGE. Corrosion Resistant Compound can only be applied in the approved cold-climate states (District of Columbia (DC), CT, DE, IL, IN, KY, MA, MD, ME, MI, MN, NH, NJ, NY, OH, PA, RI, VA, VT, WI, and WV)


Which and how many vehicles are covered by this Customer Support Program?
There are approximately 1,102,200 vehicles covered by this Customer Support Program.

Are there any other Lexus/Toyota/Scion vehicles covered by this Customer Support Program in the U.S.?
No. There are no other Lexus/Toyota/Scion 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 vehicle’s frame. The specific condition covered by this program is vehicle frame corrosion perforation. If the condition is verified, the vehicle will be repaired with a new frame under the terms of this Customer Support Program.

Cold Climate State Vehicles*
Warm Climate State Vehicles
Coverage =12 years from the Date of First Use (DOFU) with no mileage limitation

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

How does Toyota determine if a vehicle should be grouped into the cold climate states, and thus responsible for having the frame sprayed, when available?
Based on the most recent registration or title information available through each state’s Department of Motor Vehicles, Toyota will apply corrosion resistant compound to vehicles registered in a cold climate state when available. This will launch as part of the Limited Service Campaign (LSC) designated by Toyota as K0D for those vehicles in cold climate states.

Which part(s) are covered by this Customer Support Program?
The vehicle frame comes with all necessary parts required for most replacements. Occasionally, other parts may break during the removal and replacement of the frame. Some of these parts can be covered under this Customer Support Program, but there could be some for which the customer will be responsible (for example, maintenance items). Items that can be considered for coverage are listed below:

Hardware (applicable Bolts, Nuts, Clips, Clamps, Washers, Cotter Pins, Brackets, etc.), Brake Tube/Lines (including Flexible), Bumper Springs, Cab Mounting Cushions, Toe/Camber Cam Assemblies, Control Arm Bushings, Differential Supports, Engine/Transmission Mounts, Fender Apron Seals, Crossmember Extension, Stabilizer Bar Links/Bushings/Cushions, Front Suspension Member Brace, Fuel Tank, Fuel Tank Protector, Fuel Tank Straps, Fuel Lines/Tubes, Parking Brake Cables, Toe Adjustment Plates, Spare Tire Carrier, Shackle Kit, Steering Intermediate Shaft, Power Steering Rack (including lines attached to Rack) and Tie Rod Ends, Upper Control Arms, Hub Grease Caps

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

What if a vehicle is equipped with aftermarket parts?
If the vehicle is modified with non-Toyota, aftermarket parts that prevent the dealer from being able to replace the vehicle frame using the Toyota supplied Technical Instructions, the dealer may choose not to participate in the replacement of the frame until the vehicle is brought back to a condition in which the frame replacement can be performed using the supplied instructions. Dealers may also choose to offer to perform the vehicle frame replacement, but with additional costs associated with removal and installation of aftermarket parts charged to the vehicle owner.

How long will the repair take?
The inspection of the vehicle’s frame will take approximately 1 hour. If vehicle frame corrosion perforation that meets or exceeds the program’s Rust Perforation Standard is found and the frame requires replacement, the repair will take approximately one week. Depending upon the dealer’s work schedule, however, it may be necessary to make the vehicle available for a longer period of time. A complimentary loaner vehicle will be offered if vehicle frame replacement is required.

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

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.

What if an owner has additional questions or concerns?
If an owner has additional questions or concerns, please refer them to the Toyota Customer Experience Center at 1-888-270-9371 Monday through Friday, 7:00 am to 7:00 pm, Saturday 7:00 am to 4:30 pm Central Time.
 
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