Toyota White Paint Recall (CSP) ZKG Coverage for Peeling of Factory-Applied Paint Remedy

Lewis

Moderator
Staff member
To: All Toyota Dealer Principals, General Managers, Service Managers, and Parts Managers

CUSTOMER SUPPORT PROGRAM ZKG

Phase 2 - Customer Renotification and Repair Phase Repair is Now Available

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



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.

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.

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.

• 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


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

Covered Vehicles:
There are approximately 1,738,940 vehicles covered by this Customer Support Program. There are approximately 29,200 vehicles covered by this Customer Support Program that were distributed to Puerto Rico.

Program Phase Schedule:
In early August 2019, Toyota announced the “Customer Notification Phase” of this program. Toyota is now launching the repair portion of this program.

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, and informed owners that Toyota is working on the repair for their vehicle.

Phase 2 – Repair Available and Customer Re-notification In early August 2019, Toyota announced the “Customer Notification Phase” of this program. Toyota is now launching the repair portion of this program.

Owner Letter Mailing Date:
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, and informed owners that Toyota is working on the repair for their vehicle.

Toyota will now re-notify owners by first class mail regarding the availability of the repair phase starting in mid-December 2019

Phase 2 – Customer Renotification and Repair Phase Repair is Now Available
Multiple Models and Model Years Vehicles Painted with Blizzard Pearl (070) or Super White (040) Paint Color Coverage for Peeling of Factory-Applied Paint


Frequently Asked Questions

What is the condition?

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.

What specific paint colors are affected by this condition?
The vehicles involved in this program were factory-painted with Blizzard Pearl (Toyota paint code 070) or Super White (Toyota paint code 040) paint color.

What is Toyota going to do?
In early August 2019, Toyota announced the “Customer Notification Phase” of this program. Toyota is now launching the repair portion of this program

How will owners be re-notified that the repair is available for their vehicle?
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, and informed owners that Toyota is working on the repair for their vehicle. Toyota will now re-notify owners by first class mail regarding the availability of the repair phase starting in mid-December 2019.

Which and how many vehicles are covered by this Customer Support Program?
There are approximately 1,738,940 vehicles covered by this Customer Support Program.

What are the coverage details of this program?
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.

• 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.


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.

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

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 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 they are not able to complete the Customer Support Program repair.

What should I do if the factory-applied Blizzard Pearl or Super White paint is currently peeling from 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.

Do I need to wait until I receive an owner notification letter before visiting a dealer to receive a repair?
No. you may 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 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.

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?
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.

How long will the repair take?
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

What if I have additional questions or concerns?
If you have additional questions or concerns, please contact 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
 
D

Debbie Kammerer

Guest
I took my 2012 Seqouia blizzard pearl platinum into the dealership in spring of 2018 for 2 areas on the vehicle that had the paint peeling off. They had an Toyota inspector come look at it and denied repair to the vehicle. I even had the extended platinum warranty and they still denied coverage. I wrote everyone with complaints even the president of Toyota. They would not repair my suv. I was so angry I vowed to never buy another Toyota as long as I lived. I took the car to a body shop repair and paid $1400 for them to fix the vehicle. So is Toyota going to reimburse me now Or should I just hire a good lawyer?
 
S

Stuart

Guest
I took my 2012 Seqouia blizzard pearl platinum into the dealership in spring of 2018 for 2 areas on the vehicle that had the paint peeling off. They had an Toyota inspector come look at it and denied repair to the vehicle. I even had the extended platinum warranty and they still denied coverage. I wrote everyone with complaints even the president of Toyota. They would not repair my suv. I was so angry I vowed to never buy another Toyota as long as I lived. I took the car to a body shop repair and paid $1400 for them to fix the vehicle. So is Toyota going to reimburse me now Or should I just hire a good lawyer?
See the FAQ above and this is from the Owner letter I received....

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:

Note that the expense must have been incurred prior to September 26, 2019. Toyota does not reimburse for expenses incurred after September 26, 2019.

Toyota Customer Experience Center - TSR Toyota Motor Sales, USA, Inc. 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.
 
R

Rodney B

Guest
My 2016 Tacoma in super white is peeling, the inside of both fenders under the hood is flaking off. Please create a recall for this issue there have been many people complaining about the paint peeling on all the Tacoma groups on Facebook. You wouldn’t want everyone to think Toyota is not a quality brand like it once was right?
 

Lewis

Moderator
Staff member
My 2016 Tacoma in super white is peeling, the inside of both fenders under the hood is flaking off. Please create a recall for this issue there have been many people complaining about the paint peeling on all the Tacoma groups on Facebook. You wouldn’t want everyone to think Toyota is not a quality brand like it once was right?
Why not post the pics here for everybody to see?
 
S

Sean O

Guest
I own a 2010 Rav 4--all four doors, the rear hatch, and the roof have peeled. Think Toyota would just suck it up and have there body shops repaint the entire car. Very disappointed in Toyota. Have purchased many Toyota's .........due to lack of response will likely be switching to Honda, Volvo or BMW.
 

MG

Moderator
I own a 2010 Rav 4--all four doors, the rear hatch, and the roof have peeled. Think Toyota would just suck it up and have there body shops repaint the entire car. Very disappointed in Toyota. Have purchased many Toyota's .........due to lack of response will likely be switching to Honda, Volvo or BMW.
Great! It looks like your vehicle is covered by this Warranty Extension. Let us know how it goes.
 
W

Whitwar

Guest
Does anyone have pictures of what this “peelin paint” looks like? I have what looks like little dots of missing paint but I’m not sure if it’s this issues or not.
 
W

Wes

Guest
My mother took her 2012 Rav4 in to the locale dealership for inspection. They first denied the car because it has been repainted after an accident in 2016 and that it was painted by someone else. I contacted them and explained that they were mistaken, that the car had been sideswiped only on the tire cover. I had the paperwork showing were they looked at it then and recommended it be painted at their body shop. Which is what we did. ONLY THE TIRE COVER. Now they are saying that it is being denied because the paint is cracking but not pealing. It is in the first stages of pealing! Can we have someone else review the car?
 
B

Billie Jo

Guest
Our local dealership says they are not equipped to respond to this recall. Very snippy folks. Rock Hill, SC




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

CUSTOMER SUPPORT PROGRAM ZKG

Phase 2 - Customer Renotification and Repair Phase Repair is Now Available

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



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.

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.

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.

• 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
 
D

DSS

Guest
To: All Toyota Dealer Principals, General Managers, Service Managers, and Parts Managers

CUSTOMER SUPPORT PROGRAM ZKG

Phase 2 - Customer Renotification and Repair Phase Repair is Now Available

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



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.

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.

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.

• 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


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

Covered Vehicles:
There are approximately 1,738,940 vehicles covered by this Customer Support Program. There are approximately 29,200 vehicles covered by this Customer Support Program that were distributed to Puerto Rico.

Program Phase Schedule:
In early August 2019, Toyota announced the “Customer Notification Phase” of this program. Toyota is now launching the repair portion of this program.

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, and informed owners that Toyota is working on the repair for their vehicle.

Phase 2 – Repair Available and Customer Re-notification In early August 2019, Toyota announced the “Customer Notification Phase” of this program. Toyota is now launching the repair portion of this program.

Owner Letter Mailing Date:
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, and informed owners that Toyota is working on the repair for their vehicle.

Toyota will now re-notify owners by first class mail regarding the availability of the repair phase starting in mid-December 2019

Phase 2 – Customer Renotification and Repair Phase Repair is Now Available
Multiple Models and Model Years Vehicles Painted with Blizzard Pearl (070) or Super White (040) Paint Color Coverage for Peeling of Factory-Applied Paint


Frequently Asked Questions

What is the condition?

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.

What specific paint colors are affected by this condition?
The vehicles involved in this program were factory-painted with Blizzard Pearl (Toyota paint code 070) or Super White (Toyota paint code 040) paint color.

What is Toyota going to do?
In early August 2019, Toyota announced the “Customer Notification Phase” of this program. Toyota is now launching the repair portion of this program

How will owners be re-notified that the repair is available for their vehicle?
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, and informed owners that Toyota is working on the repair for their vehicle. Toyota will now re-notify owners by first class mail regarding the availability of the repair phase starting in mid-December 2019.

Which and how many vehicles are covered by this Customer Support Program?
There are approximately 1,738,940 vehicles covered by this Customer Support Program.

What are the coverage details of this program?
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.

• 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.


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.

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

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 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 they are not able to complete the Customer Support Program repair.

What should I do if the factory-applied Blizzard Pearl or Super White paint is currently peeling from 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.

Do I need to wait until I receive an owner notification letter before visiting a dealer to receive a repair?
No. you may 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 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.

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?
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.

How long will the repair take?
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

What if I have additional questions or concerns?
If you have additional questions or concerns, please contact 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
 
D

DSS

Guest
I have a 2010 Rav 4 purchased brand new from a dealer as original owner with white Blizzard Pearl paint (and I might add this paint was an additional cost). The paint between the windshield and sun roof has been peeling off the size of a sheet of paper down to the bare metal for a few years now. I contacted Toyota over 2 yrs ago they provided me with a case # and told me to call them. When I called, they pretty much told me eat shit and die, we're not doing anything about it and don't consider it an issue. Meanwhile, if you googled white paint Toyota you found scores of pix of vehicles of all models with the same issue with this paint color only in both Lexus and Toyota. Funny how I still have never received a recall notice on this issue and yet I even contacted them about it. I am still the original owner and purchased it with I think 2 miles on it from the dealer. We have been Toyota owners for 36 yrs now and no longer happy ones.
 
R

Robert Hartzell

Guest
We have a 2010, Toyota Rave, white, paint is peeling all over. Took it to local Toyota dealer, no help, we got the first letter about the paint peeling and recall, said they would be sending another letter later to inform us about getting it taken care of, have not heard from them , as of March 17, 2020.
 
M

MattG

Guest
To: All Toyota Dealer Principals, General Managers, Service Managers, and Parts Managers

CUSTOMER SUPPORT PROGRAM ZKG

Phase 2 - Customer Renotification and Repair Phase Repair is Now Available

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



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.

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.

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.

• 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


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

Covered Vehicles:
There are approximately 1,738,940 vehicles covered by this Customer Support Program. There are approximately 29,200 vehicles covered by this Customer Support Program that were distributed to Puerto Rico.

Program Phase Schedule:
In early August 2019, Toyota announced the “Customer Notification Phase” of this program. Toyota is now launching the repair portion of this program.

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, and informed owners that Toyota is working on the repair for their vehicle.

Phase 2 – Repair Available and Customer Re-notification In early August 2019, Toyota announced the “Customer Notification Phase” of this program. Toyota is now launching the repair portion of this program.

Owner Letter Mailing Date:
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, and informed owners that Toyota is working on the repair for their vehicle.

Toyota will now re-notify owners by first class mail regarding the availability of the repair phase starting in mid-December 2019

Phase 2 – Customer Renotification and Repair Phase Repair is Now Available
Multiple Models and Model Years Vehicles Painted with Blizzard Pearl (070) or Super White (040) Paint Color Coverage for Peeling of Factory-Applied Paint


Frequently Asked Questions

What is the condition?

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.

What specific paint colors are affected by this condition?
The vehicles involved in this program were factory-painted with Blizzard Pearl (Toyota paint code 070) or Super White (Toyota paint code 040) paint color.

What is Toyota going to do?
In early August 2019, Toyota announced the “Customer Notification Phase” of this program. Toyota is now launching the repair portion of this program

How will owners be re-notified that the repair is available for their vehicle?
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, and informed owners that Toyota is working on the repair for their vehicle. Toyota will now re-notify owners by first class mail regarding the availability of the repair phase starting in mid-December 2019.

Which and how many vehicles are covered by this Customer Support Program?
There are approximately 1,738,940 vehicles covered by this Customer Support Program.

What are the coverage details of this program?
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.

• 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.


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.

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

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 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 they are not able to complete the Customer Support Program repair.

What should I do if the factory-applied Blizzard Pearl or Super White paint is currently peeling from 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.

Do I need to wait until I receive an owner notification letter before visiting a dealer to receive a repair?
No. you may 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 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.

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?
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.

How long will the repair take?
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

What if I have additional questions or concerns?
If you have additional questions or concerns, please contact 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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MattG

Guest
I'm so far a happy customer and have the paint job approved by Toyota and scheduled for next week. I bought the car in March 2019 for our oldest daughter who headed off to college last fall. Since March the flaking started everywhere. So in early September, before we knew there was a repair plan letter coming about this, my dad and I needed to stop the bleeding of the paint flaking and we did our own very unprofessional touch up work. After we did that I contacted the Lexus dealership who sold us the car because I knew they were covering up paint issues when I bought it. I just didn't know it was a known problem or that it would get as bad as it did. They covered it up with touch up paint and still denies they did it (even after I pointed out original pictures they posted when selling the car showed flaking which was painted over before I got there). Anyways the manager called me a liar and I said whatever and went on my way. Then the letter from Toyota came just a few days later! I was so relieved, it was truly a blessing. The lemon Lexus of Wayzata sold me is turning back into a great Toyota car thanks to dealing with Toyota and a reputable Toyota dealer near us. It's a 2009 Corolla with just 119k miles on it and should last through all 4 of our kids if they take care of it (probably outlast me).
 
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MattG

Guest
As I went through this process since last September with my local Toyota dealership I can tell they are just the middle man having to do a lot of paperwork. It doesn't surprise me a dealership may not respond well. I actually educated my local dealership on the repair plan as they never even heard of it until I went in there last September. And luckily I got a good service manager the first time I went in and then the service person working on all the paperwork just happened to have bought a lemon from the same Lexus dealership that I bought our Corolla from (if you read my post you can learn how the same dealership covered up the paint problem) so he had some vested interest in working on this. Be patient and hopefully you'll be rewarded!
 
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