2016–2017 Toyota Land Cruiser Coverage for Repairs for Air Conditioner (A/C) Servo Motor Malfunction Customer Support Program 20TE01

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Please see Customer Support Program 20TE01

2016–2017 Toyota Land Cruiser Coverage for Repairs for Air Conditioner (A/C) Servo Motor Malfunction

In our continuing efforts to ensure the best in customer satisfaction, Toyota is announcing a Customer Support Program to provide coverage for Repairs for air conditioner (A/C) servo motor malfunction.

Background:
There is a possibility that the A/C servo motor(s) have an internal electrical malfunction which could lead to inconsistent air temperature coming from the air conditioner (A/C) vents, air not coming out at the selected temperature, and/or air not coming out of the selected A/C vent of the vehicle.

Although the A/C servo motors are 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 A/C servo motor(s) that have an internal electrical malfunction which could lead to the symptoms described above.

Customer Support Program Details

This Customer Support Program provides coverage as it applies to the A/C servo motor(s). The specific condition covered by this program is an internal electrical malfunction in the A/C servo motor(s) which could lead to inconsistent air temperature coming from the air conditioner (A/C) vents, air not coming out at the selected temperature, and/or air not coming out of the selected A/C vent of the vehicles. In addition to internal malfunctions, specific Diagnostic Trouble Codes (DTCs) B1441, B1442, B1443, B1445, B1446, B1447, B1448, B1449, B1457, B1458, B1486 and/or B1488 may be stored in the vehicles memory to be used as verification. If the owner experiences the condition described above, they should contact their local authorized Toyota dealership for diagnosis. If the condition is verified, the dealer will reprogram the A/C control module, test the A/C servo motor(s) and, if necessary, replace any failed servo motor(s) with a new one(s) FREE OF CHARGE for the period described below.

• The Primary Coverage offers coverage until January 12, 2022, regardless of mileage. • After the Primary Coverage, the Secondary Coverage is applicable for 7 years or 125,000 miles from the date of first use, whichever occurs first.

Covered Vehicles:

There are approximately 6,800 vehicles covered by this Customer Support Program. There are approximately 20 vehicles in Puerto Rico involved in this Customer Support Program.

Owner Letter Mailing Date:
Toyota will begin to notify owners starting in late January 2021 and will be mailed over several months.

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.


Frequently Asked Questions

What is the condition?

There is a possibility that the A/C servo motor(s) have an internal electrical malfunction which could lead to inconsistent air temperature coming from the air conditioner (A/C) vents, air not coming out at the selected temperature, and/or air not coming out of the selected A/C vent of the vehicle.

What is a servo motor?
Servo motors control the doors located within the Heating, Ventilation and Air Conditioning unit. These doors open and close to control the flow of hot or cold air. The doors also direct air to the desired mode/vent setting on the subject vehicle’s A/C controls (Windshield Defogger, Left Hand Side, Right Hand Side, Feet, etc.).

Are there any signs or indications that my vehicle may have this condition?
If the customer notices uneven temperatures from A/C vents, air not coming out of the correct vent, or air not coming out at the selected temperature, the vehicle may be experiencing the concern described above. However, the owner should contact their dealership for diagnosis to confirm the condition.

What is Toyota going to do?
Toyota will send an owner notification by first class mail starting in late January 2021, advising owners of this Customer Support Program. Owner notifications will be mailed over several months. If the owner experiences the condition described above, they should contact their local authorized Toyota dealership for diagnosis.

If the condition is verified, the dealer will reprogram the A/C control module, test the A/C servo motor(s) and, if necessary, replace any failed servo motor(s) with a new one(s) FREE OF CHARGE for the period described below.

Which and how many vehicles are covered by this Customer Support Program?
There are approximately 6,800 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.?
Yes, the following Lexus vehicles are also covered by Customer Support Program 20LE01: certain 2016-2017 model year GS F, certain 2016-2017 model year GS200T, certain 2016-2017 model year IS200T, certain 2016-2017 model year RC200T, certain 2013-2017 model year GS350, certain 2013-2017 model year GS450H, certain 2014-2015 model year IS250, certain 2016-2017 model year IS300, certain 2016-2017 model year RC300, certain 2014-2017 model year IS350, certain 2015-2017 model year RC F, certain 2015-2017 model year RC350, and certain 2016-2017 model year LX570.

What are the details of this program?
This Customer Support Program provides coverage as it applies to the A/C servo motor(s). The specific condition covered by this program is an internal electrical malfunction in the A/C servo motor(s) which could lead to inconsistent air temperature coming from the air conditioner (A/C) vents, air not coming out at the selected temperature, and/or air not coming out of the selected A/C vent of the vehicle. If the condition is verified, the dealer will reprogram the A/C control module, test the A/C servo motor(s) and, if necessary, replace any failed servo motor(s) with a new one(s) FREE OF CHARGE under the terms of this Customer Support Program.

• The Primary Coverage will be offered until January 12, 2022, regardless of year or mileage.
• After the Primary Coverage, the Secondary Coverage is applicable for 7 years or 125,000 miles from the date of first use, whichever occurs first.

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.

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.

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.

How long will the repair take?
The repair takes approximately 1 to 10 hours depending on the model of vehicle and the number of servo motors replaced. However, depending upon the dealer’s work schedule, it may be necessary to make the vehicle available for a longer period of 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.

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

What if I have additional questions or concerns?
If you have additional questions or concerns, please contact the Toyota Brand Engagement Center at 1-888-270-9371 Monday through Friday, 7:00 am to 7:00 pm, Saturday 7:00 am to 4:30 pm Central Time.
 
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