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Brenda OMalley

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


Phase 4 - 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

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October 27, 2020
Toyota has added approximately 35,200 certain 2010 – 2018 model year Sequoia vehicles to this Customer Support Program

May 15, 2020
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

December 12, 2019
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



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 now approximately 1,805,640 vehicles covered by this Customer Support Program. There are approximately 30,000 vehicles covered by this Customer Support Program that were distributed to Puerto Rico.

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.
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.

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.

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.

Owner Letter Mailing Date:
Phase 1 Late August 2019 – mid-September 2019
Phase 2 Mailing started in late December 2019
Phase 3 Early August 2020
Phase 4 Early November – Mid December 2020


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?
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.

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

Phase 3 – Approximately 31,500 vehicles 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.

2008 Avalon Late February 2007 – Late December 2007 5,000 vehicles
2008 - 2009 Camry Early August 2007 – Late December 2007 18,600 vehicles
2008 Camry Hybrid Early August 2007 – Late December 2007 2,800 vehicles
2008 Corolla Early June 2007 – mid-December 2007 5,100 vehicles


Which and how many vehicles are covered by this Customer Support Program?
There are approximately y 1,805,640 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?
Phase 1 and 2 owners: Owners involved in phases 1 and 2 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.

Phase 3 owners: Owners of the approximately 31,500 vehicles involved in phase 3 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 for out of pocket costs incurred after August 8, 2020. Customer reimbursement instructions will be included in the owner letter

Phase 4 owners: Owners of the approximately 35,200 vehicles involved in phase 4 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 28, 2020, and sufficient documentation submitted, to qualify for reimbursement. Toyota will not reimburse for out of pocket costs incurred after December 18, 2020. 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
I have a 2015 Toyota Hylander. The Blizzard Pearl paint has started to peel on the roof of the car. I called the customer care. I was told my car was not involved in the paint repair recall or program. I really don’t understand the thinking
I have been so happy with my Toyota, but am so disappointed in Toyota’s handling of this situation.
 

AutoMod

Moderator
Staff member
I have a 2015 Toyota Hylander. The Blizzard Pearl paint has started to peel on the roof of the car. I called the customer care. I was told my car was not involved in the paint repair recall or program. I really don’t understand the thinking
I have been so happy with my Toyota, but am so disappointed in Toyota’s handling of this situation.
Please post pics and encourage other owners of Highlanders to do so. This way we can raise as much visibility and make Toyota aware of this issue. Thanks.

Also please consider supporting us if you would like us to be able to help other Toyota Owners. Thanks!
 
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Tanya Profancik

Guest
I have a 2012 Highlander with the blizzard pearl (070) paint, and it is peeling really bad. No help from dealership. There is a Facebook group that has formed to help gather all the information on who is having trouble, possibly looking at a class action lawsuit. ALL vehicles that were painted with this particular paint should be repainted free of charge by Toyota.

What is the name of the Facebook page? I also have a 2013 blizzard pearl highlander that they will not cover.
 
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